Desqcon Learning
Home
Courses
Become an Instructor
More
ITIL Training
ITSM Training
IT Operations Management Training
IT Asset Management Training
Instructor
Instructors
Home
Courses
ServiceNow
ServiceNow Customer Service Management (CSM)
7 Sections
14 Lessons
8 Quizzes
8 Weeks
Curriculum
7 Sections
14 Lessons
8 Weeks
Expand all sections
Collapse all sections
Introduction to Customer Service Management
3 Items
1.2
What Customer Service Management Is and Why It Matters
1.3
The CSM Customer Data Model and Foundation Data
1.4
Introduction to Customer Service Management Knowledge Check
14 Questions
Case Management and Customer Service Workflows
3 Items
2.2
Anatomy of a Case: Case Types, States, and Lifecycle
2.3
Routing, Entitlements, SLAs, Escalation, and Major Issues
2.4
Case Management and Customer Service Workflows Knowledge Check
14 Questions
Customer Service Portal and Communities
3 Items
3.2
Self-Service Portals for Business and Consumer Customers
3.3
Communities: Forums, Moderation, and Knowledge Harvesting
3.4
Customer Service Portal and Communities Knowledge Check
14 Questions
Field Service Integration Fundamentals
3 Items
4.2
From Case to Work Order: The CSM and Field Service Integration
4.3
Field Service Operations: Scheduling, Parts, Skills, and Contractors
4.4
Field Service Integration Fundamentals Knowledge Check
14 Questions
Proactive Customer Service and Predictive Intelligence
3 Items
5.1
Proactive Customer Service Operations and Major Issue Management
5.2
Predictive Intelligence for Case Management
5.3
Proactive Customer Service and Predictive Intelligence Knowledge Check
15 Questions
CSM Reporting and Performance Analytics
3 Items
6.1
Operational Reporting, SLAs, and Core CSM Metrics
6.2
Performance Analytics for Customer Service
6.3
CSM Reporting and Performance Analytics Knowledge Check
14 Questions
CSM Implementation Best Practices
4 Items
7.1
Planning, Data Foundations, and Phased Delivery
7.2
Testing, Adoption, Governance, and Course Wrap-Up
7.3
CSM Implementation Best Practices Knowledge Check
14 Questions
7.4
CSM Knowledge Check
9 Questions
This content is protected, please
login
and
enroll
in the course to view this content!
Modal title
Main Content