DASVM’s ServiceNow CSM helps to enhance service operations and engages customers with the company’s digital workflows and products. This course will enable you to explore mobile features related to Customer Service Management, understand the use and architecture of Customer Service Management application, Configure Communication Channels, and place the Customer Service Management application in the ServiceNow platform successfully.
Course Objectives:
After completing this module, you'll be able to:
- Learn how to integrate customer service processes effectively within an organization, ensuring seamless customer interactions.
- Develop expertise in managing customer portfolios, including B2C and B2B customers.
- Master asset management, CMDB, and service-aware install base principles.
- Comprehend the key aspects of service contracts and entitlements.
- Understand organizational structures and case management basics.
- Become proficient in configuring customer service portals for optimal customer experience.
- Explore the functionalities that assist customer service agents in providing superior support.
- Familiarize themselves with major issue management and tracking and analysis in customer service.
- Gain insights into advanced customer service management capabilities.
Course content
Customer Service Management Principles
- Introduction to ServiceNow’s Customer Service Management Solution
- Learn how to position Customer Service Management across workflows on the Now Platform
- Explore the similarities and differences between CSM and IT Service Management (ITSM)
- Discuss why customization of ITSM to meet CSM needs is not a recommended best practice approach
CSM Basics
- Get familiar with customer service terminology
- Learn the difference between B2B and B2C, and how each is managed via CSM
- Be able to describe the various aspects of a customer portfolio and a product portfolio
- Gain hands-on experience configuring core data and supporting reference data
Case Management
- Learn about the various communication channels and case management
- Introduce matching rules and assignment rules
- Explore and configure the CSM agent workspace
- Introduce and explore major case management
- Explore CSM with service management integration
- Introduce the mobile experience for CSM
- Learn why tracking and analyzing data is important for CSM
Customer Experience
- Learn about the portals for B2B and B2C
- Learn how the portals interact with Service Catalog
- Introduction to Community
- Learn how CSM interacts with the Knowledge Portal
- Gain hands-on experience with the customer service portal and the consumer service portal
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Course Prerequisites
- There are no specific prerequisites to get started with ServiceNow CSM. However, it will be an added benefit if you have basic knowledge of customer service operations, the ServiceNow platform, and its administration.
Who can attend
This course is intended for:
- IT Professionals
- ServiceNow Developers
- Business Analysts
- ServiceNow Admins
- Project Managers
- Anyone interested in building a career in customer service operations.
Number of Hours: 20hrs
Certification
Key features
- One to One Training
- Online Training
- Fastrack & Normal Track
- Resume Modification
- Mock Interviews
- Video Tutorials
- Materials
- Real Time Projects
- Virtual Live Experience
- Preparing for Certification
FAQs
DASVM Technologies offers 300+ IT training courses with 10+ years of Experienced Expert level Trainers.
- One to One Training
- Online Training
- Fastrack & Normal Track
- Resume Modification
- Mock Interviews
- Video Tutorials
- Materials
- Real Time Projects
- Materials
- Preparing for Certification
Call now: +91-99003 49889 and know the exciting offers available for you!
We working and coordinating with the companies exclusively to get placed. We have a placement cell focussing on training and placements in Bangalore. Our placement cell help more than 600+ students per year.
Learn from experts active in their field, not out-of-touch trainers. Leading practitioners who bring current best practices and case studies to sessions that fit into your work schedule. We have a pool of experts and trainers are composed with highly skilled and experienced in supporting you in specific tasks and provide professional support. 24x7 Learning support from mentors and a community of like-minded peers to resolve any conceptual doubts. Our trainers has contributed in the growth of our clients as well as professionals.
All of our highly qualified trainers are industry experts with at least 10-12 years of relevant teaching experience. Each of them has gone through a rigorous selection process which includes profile screening, technical evaluation, and a training demo before they are certified to train for us. We also ensure that only those trainers with a high alumni rating continue to train for us.
No worries. DASVM technologies assure that no one misses single lectures topics. We will reschedule the classes as per your convenience within the stipulated course duration with all such possibilities. If required you can even attend that topic with any other batches.
DASVM Technologies provides many suitable modes of training to the students like:
- Classroom training
- One to One training
- Fast track training
- Live Instructor LED Online training
- Customized training
Yes, the access to the course material will be available for lifetime once you have enrolled into the course.
You will receive DASVM Technologies recognized course completion certification & we will help you to crack global certification with our training.
Yes, DASVM Technologies provides corporate trainings with Course Customization, Learning Analytics, Cloud Labs, Certifications, Real time Projects with 24x7 Support.
Yes, DASVM Technologies provides group discounts for its training programs. Depending on the group size, we offer discounts as per the terms and conditions.
We accept all major kinds of payment options. Cash, Card (Master, Visa, and Maestro, etc), Wallets, Net Banking, Cheques and etc.
DASVM Technologies has a no refund policy. Fees once paid will not be refunded. If the candidate is not able to attend a training batch, he/she is to reschedule for a future batch. Due Date for Balance should be cleared as per date given. If in case trainer got cancelled or unavailable to provide training DASVM will arrange training sessions with other backup trainer.
Your access to the Support Team is for lifetime and will be available 24/7. The team will help you in resolving queries, during and after the course.
Please Contact our course advisor +91-99003 49889. Or you can share your queries through info@dasvmtechnologies.com
