“Mastering Implementation and Optimization of ServiceNow’s Customer Service Management Solution”
What you will learn
Implement and configure Case Management and Service Request Management in ServiceNow CSM.
Set up and manage Customer Service Portals and Knowledge Management tools.
Automate workflows and case routing, ensuring proper work distribution and timely responses.
Integrate CSM with other ServiceNow modules to provide end-to-end service solutions.
Why take this course?
The CIS-CSM: Implementation Specialist – Customer Service course is designed for professionals seeking to gain expertise in implementing and optimizing ServiceNow’s Customer Service Management (CSM) solution. This course focuses on the configuration, customization, and deployment of the CSM module within ServiceNow to improve customer service processes and enhance the overall customer experience. By the end of this course, you will be equipped to manage, implement, and optimize ServiceNow’s CSM applications to meet business requirements.
Key Learning Outcomes:
- Customer Service Management Overview: Understand the core features and benefits of the ServiceNow Customer Service Management (CSM) module, including case management, knowledge management, and customer portals.
- CSM Implementation Process: Learn how to implement and configure the CSM application, from planning and design to deployment.
- Case and Incident Management: Master the creation and management of cases, incidents, and customer interactions to ensure efficient customer support.
- Service Catalog and Knowledge Management: Learn to configure the service catalog and knowledge base to empower customers with self-service capabilities and streamline issue resolution.
- Automation and Workflows: Understand how to automate common customer service tasks using workflows, business rules, and orchestration within ServiceNow.
- Reporting and Performance Analytics: Learn to create and configure reports and dashboards to track customer service performance and KPIs.
- Integration Techniques: Discover how to integrate ServiceNow’s CSM solution with other systems and platforms to ensure seamless communication across departments.
- CSM Best Practices: Gain an understanding of best practices in implementing CSM solutions, including change management, troubleshooting, and optimizing the user experience.
Who Should Take This Course:
- Customer Service Managers: Professionals who want to streamline and optimize customer service operations within the ServiceNow platform.
- Implementation Specialists: IT professionals and consultants focused on implementing the ServiceNow CSM module for clients.
- Business Analysts: Analysts who want to understand the technical and functional aspects of CSM to help improve customer support strategies.
- ServiceNow Administrators: Administrators who want to expand their knowledge on ServiceNow’s Customer Service Management application and optimize it for better user experiences.
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