ServiceNow Customer Service Management (CSM) extends the Now Platform beyond internal IT to manage end-customer support cases, connecting front-office service teams with back-office operations for faster issue resolution.
This course covers case management, customer service portals, omni-channel engagement, and how CSM links to Field Service Management and Product/Asset records so agents can resolve issues with full context.
Who this course is for
Customer support leads, CSM administrators, and consultants implementing ServiceNow for customer-facing service operations.
Syllabus outline
- Module 1: CSM overview – front office meets back office
- Module 2: Case management configuration and routing rules
- Module 3: Customer service portal setup and self-service
- Module 4: Omni-channel – chat, email, and phone integration
- Module 5: Linking CSM with Field Service Management
- Module 6: Reporting, SLAs, and customer satisfaction metrics
- Module 7: Hands-on configuration lab
Instructor
$10.00
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