Course Overview
Attend Customer Service Management Implementation to learn how to identify common technical aspects of, and manage an implementation.
In this 2-day interactive course attendees cover the domain knowledge, common implementation technical aspects, and various processes needed to effectively manage a Customer Service Management (CSM) implementation.
Students will learn and practice various tactical skills and strategies that will prepare them to implement CSM. Through lectures, group discussion, and hands-on labs, participants build on existing knowledge and skills by applying implementation best practices.
An exam voucher is included in the course price.
Certifications
This course is part of the following Certifications:
Prerequisites
Mandatory Prerequisites:
- ServiceNow Administration Fundamentals (SNAF)
- Customer Service Management (CSM) Fundamentals (CSM)
- ServiceNow Platform Implementation (SNPI)
Important Note:
Data analysis and student feedback show that students struggle in this CSM Implementation class if they have chosen to skip the prerequisite courses, in particular CSM Fundamentals. Please also note that a significant amount of content from the CSM Fundamentals will be covered in the Certified Implementation Specialist - Customer Service Management examination.
Follow On Courses
Course Content
Course topics include:
- Implementing Customer Service Operations, including:
- Communication channels
- Case types
- CSM Workspaces
- Routing and assigning cases, including advanced work assignment
- An introduction to playbooks, guided decisions, and predictive intelligence
- Implementing Customer Engagement, focusing on the customer portals and how CSM leverages knowledge management
- Implementation Preparation Best Practices, including:
- Review of Now Create®
- Workshop strategy and requirements gathering
- Organizational Change Management (OCM)
- 3rd party integrations
- An introduction to industry data models
- Security and Access Control in CSM
- Implementing Performance Management, particularly how it pertains to measuring, managing, and improving CSM