ServiceNow Customer Service Management (CSM)

Categories: ITSM & Tools
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About Course

Run customer service on ServiceNow CSM: accounts, cases, entitlements, omnichannel, portals and field service integration.

Who this training is for

  • Customer service teams
  • ServiceNow consultants

Syllabus

  1. Module 1: CSM data model — Accounts, contacts, assets
  2. Module 2: Cases — Routing, assignment
  3. Module 3: Entitlements & SLAs — Contracts, SLAs
  4. Module 4: Channels — Portal, chat, email
  5. Module 5: Field service — Work orders, dispatch

🏢 Training your team?

This course is available as live online batches, onsite workshops at your office, or self-paced access for your employees with progress reports for HR. The syllabus can be tailored to your systems and projects.

🎁 Book a free demo for your team Corporate plans

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What Will You Learn?

  • Configure accounts, contacts and cases
  • Set up entitlements and SLAs
  • Enable omnichannel engagement
  • Connect CSM with field service

Course Content

Module 1: CSM data model
Accounts, contacts, assets

Module 2: Cases
Routing, assignment

Module 3: Entitlements & SLAs
Contracts, SLAs

Module 4: Channels
Portal, chat, email

Module 5: Field service
Work orders, dispatch

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