ServiceNow Customer Service Management (CSM)

Module 1: Introduction to Customer Service Management

• Overview of the ServiceNow CSM application
• Differences between CSM and ITSM

Module 2: Core Customer Data Management

• Managing consumers, accounts, contracts, and assets
• Account relationships and hierarchies

Module 3: Case Management

• Case types and lifecycle
• Communication channels and agent workspace
• Assignment rules and escalation processes

Module 4: Customer Experience and Portals

• B2B and B2C portals
• Self-service and knowledge management

Module 5: Service Level Agreements (SLAs) and Entitlements

• Configuring SLAs and entitlements
• Managing service contracts

Module 6: Reporting and Performance Analytics

• Creating reports and dashboards tailored for CSM
• Measuring customer service KPIs

Module 7: Integration with Other ServiceNow Modules

• Linking CSM with ITSM and Field Service Management

Module 8: Advanced Topics and Automation

• Major issue and outage management
• Predictive intelligence in customer service

Module 9: Hands-on Labs

• Practical configuration and scenario-based labs

Module 10: Certification Preparation

• Exam tips and practice questions

Experience in the Industry Gain knowledge from experts with practical ServiceNow Customer Service Management (CSM) project experience in a variety of sectors.

Backgrounds at the Top Prominent corporations such as hcl, tcs , accenture  and cognizant  employ trainers.

Clear & Effective Teaching Excellent communication and real-world examples simplify complex subjects.

Hands-On Learning Focus Students can apply their abilities in real-world situations with the use of case studies and real-time projects.

Up-to-Date Knowledge Trainers stay current with the latest tools, techniques and best practices.