ServiceNow Customer Service Management (CSM)

825 Ratings

Highly recognized as the best training institute for ServiceNow Customer Service Management (CSM) course

EDUBRIGHTS Institute, rated to be the best institute in online , provides ServiceNow Customer Service Management (CSM) Training with skills and placement support.

Take Your Career to the Next Level with ServiceNow Customer Service Management (CSM) Training ! Learn data governance with industry experts' expert-led training. Get practical skills that will lead to promising career opportunities.

Learn from a growing community of successful learners
Trusted by top hiring companies across industries
Live, interactive sessions led by experienced professionals
Get practical experience in labs and real-world initiatives.
Earn a recognized certification in a short time
Get one-on-one career guidance throughout your journey
Receive support for resume building and interview preparation

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₹25000

₹30000

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Enroll Now View Syllabus

Case Studies and Projects

Hours of Training

20+

Placement Assurance

100%

Expert Support

Yes

Support & Access

Lifetime

Certification

Yes

Skill Level

All

Language

All

Course Objectives

1.What exactly ServiceNow Customer Service Management (CSM) training cover?

ServiceNow CSM training covers managing customer service operations, including case management, customer portals, service level agreements, and integration with service workflows.

2. What are the main objectives of the ServiceNow Customer Service Management (CSM) course for your development skills?

The course aims to equip you with skills to configure and manage customer service processes, improve customer experience, automate case resolution, and use reporting tools effectively.

3. Learn Customer Service Workflow Automation

Gain expertise in automating customer support processes, escalations, and service requests.

4. Implement Self-Service and Knowledge Management

Learn how to create customer portals, knowledge bases, and self-service solutions.

5. Configure Omnichannel Customer Support

Understand how to manage customer interactions across email, chat, web, phone, and social channels.

Popular Techniques Covered in This Course

1.Case and communication management

2.Customer and account data handling

3.SLA and entitlement configuration

4.Self-service portal configuration

5.CMDB fundamentals

6.Vendor and contract management

7.Reporting and dashboarding

8.ITSM and ITOM integration

9.Escalation and major issue management

10.Asset optimization techniques

Get Hands-on Knowledge about Real-Time Projects

Project 1

1. Customer Support Case Management System

Build a centralized platform for managing customer inquiries and issue resolution.

Project 2

2. Self-Service Customer Portal Project

Create a customer portal with knowledge articles, request forms, and case tracking.

Project 3

3. Omnichannel Customer Support Platform

Develop a solution that integrates email, chat, and phone support channels.

Project 4

4. Automated Customer Escalation Workflow

Implement automated escalation processes based on priority and SLA requirements.

Project 5

5. Customer Satisfaction Analytics Dashboard

Design dashboards to monitor customer service performance and satisfaction metrics.

Key Features

Edubrights offers ServiceNow Customer Service Management (CSM) Training in virtual mode with expert trainers. Here are the key features,

40 Hours Course Duration

100% Job Oriented Training

Industry Expert Faculties

Free Demo Class Available

Completed 500+ Batches

Certification Guidance

Curriculum

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

Receive Training From Our Skilled and Effective Trainers

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.

Succeed Our Resourceful Certification

Our certification validates your skills in configuring and managing customer service processes on the ServiceNow platform. It prepares you for professional roles and service management certifications.