ServiceNow Customer Service Management (CSM) Course in chennai
825 Ratings
ServiceNow Customer Service Management (CSM) Course in Chennai
Master customer support operations, case management, service automation, and customer experience transformation with Edubrights’ ServiceNow Customer Service Management (CSM) training in Chennai. This course is designed for students, freshers, customer service professionals, ServiceNow administrators, business analysts, support managers, CRM specialists, and working professionals who want to deliver exceptional customer experiences using the ServiceNow platform.
Gain hands-on experience with customer case management, service request handling, knowledge management, omnichannel support, workflow automation, reporting, and real-world customer service projects through practical enterprise use cases.
Key Highlights:
✅ Real-Time Customer Service Projects & Enterprise Support Use Cases
✅ Live Instructor-Led Training by Experienced ServiceNow CSM Experts
✅ Hands-On Practice with ServiceNow Customer Service Management (CSM)
✅ Customer Service Management Fundamentals & Customer Experience Concepts
✅ Customer Case Management & Service Request Fulfillment Workflows
✅ Omnichannel Customer Support & Engagement Strategies
✅ Knowledge Management & Self-Service Portal Development
✅ Workflow Automation & Customer Service Process Optimization
✅ SLA Management, Escalation Handling & Resolution Tracking
✅ Customer Insights, Reporting & Service Performance Analytics
✅ Integration with ITSM, FSM, CRM & Enterprise Service Platforms
✅ Service Operations Governance & Customer Success Best Practices
✅ Resume Building, Portfolio Development & Mock Interview Preparation
✅ Career Guidance, Placement Assistance & Certification Support
✅ Flexible Online, Classroom & Weekend Training Options
✅ Corporate Training for Customer Support, Service Delivery & Experience Management Teams
Build practical ServiceNow CSM expertise, streamline customer support operations, enhance service delivery performance, and become industry-ready for careers in Customer Service Management, ServiceNow Administration, Customer Experience Management, Service Operations, and Enterprise Service Management.
Call Course Advisor
₹25000
₹30000
Case Studies and Projects
2+
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.
Course FAQs
Q1: What is ServiceNow CSM?
A solution to manage customer service processes and improve customer experience.
Q2: Who should attend this course?
Customer service managers, administrators, and IT professionals.
Q3: Does it cover case management?
Yes, end-to-end case handling is included.
Q4: Are customer portals taught?
Yes, both B2B and B2C portals setup.
Q5: Is SLA management part of the course?
Yes, configuring and managing SLAs is covered.
Q6: Can I learn reporting tools?
Yes, creating CSM specific reports and analytics is taught.
Q7: Does it integrate with ITSM?
Yes, it integrates with ITSM and FSM.
Q8: Are there hands-on training labs?
Yes, practical exercises are included.
Q9: Will this course prepare me for certification?
Yes, it prepares for ServiceNow CSM certification.
Q10: How will this training benefit my career?
It enhances customer service management skills for diverse roles.
11. Does ServiceNow CSM integrate with CRM systems?
Yes, it can integrate with CRM, ERP, and third-party applications.
12. Is ServiceNow CSM in demand?
Yes, organizations increasingly focus on improving customer experience and service delivery.
13. How long does it take to learn?
Typically 4–8 weeks depending on your experience and learning pace.
14. Will I receive a certificate?
Yes, a course completion certificate is provided.
15. Does this course help with career growth?
Yes, it supports careers in customer service management and digital customer experience.
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