Customer Service Management (CSM) Implementation
Course Duration
2 Days
Audience
Employees of federal, state and local governments; and businesses working with the government.
Prerequisites
Completion of Customer Service Management (CSM) Fundamentals or equivalent CSM experience is required.
Course Description
This course teaches students how to implement the ServiceNow Customer Service Management application for their organization. Students learn to configure cases, entitlements, SLAs, portals, and integrations . gaining the hands-on experience needed to deploy a fully functional CSM solution on the ServiceNow platform.
Learning Objectives
- Check knowledge of CSM Basics
- Learn how to configure communication channels and agent workspace
- Learn when and why to use case types
- Investigate assignment workbench and advanced work assignment
- Introduce guided decisions and outsourced customer service
- Introduce predictive intelligence
Course Outline
- Check knowledge of CSM Basics
- Learn how to configure communication channels and agent workspace
- Learn when and why to use case types
- Investigate assignment workbench and advanced work assignment
- Introduce guided decisions and outsourced customer service
- Introduce predictive intelligence
- Class preparation
- Inbound email flows
- Case types
- CSM agent workspace
- Case skill determination
- Advanced work assignment for CSM
- Outsourced customer service
- Configure the customer portals
- Investigate knowledge management
- Introduce walk-up experience for customer service
- Learn how field service management interactions with CSM
- CSM Portal Page
- Portal Case Creation
- CSM Knowledge Base Management
- Knowledge-centered service for CSM
- Introduce Now Create
- Explore implementation basics and recognize the importance of Organizational Change Management (OCM)
- Discuss workshop strategy, requirements gathering, and implementation best practices including integrations and data migration
- Auto-Close Resolved Cases
- Performance best practices and reporting
- Learn how to use performance analytics to manage CSM
- CSM reporting
- Improving knowledge performance through search analysis
Frequently Asked Questions
What does the Customer Service Management (CSM) Implementation course cover?
This course covers Customer Service Management (CSM) Implementation training and best practices. IT Dojo delivers it as live instructor-led training with an emphasis on practical skills for government and DoD professionals.
How long is IT Dojo's Customer Service Management (CSM) Implementation training?
IT Dojo's Customer Service Management (CSM) Implementation training is 2 Days. It is available as live remote online instruction or on-site at your facility. All sessions are instructor-led with small class sizes to ensure individual attention.
Is this course available as live remote online training?
Yes. IT Dojo offers Customer Service Management (CSM) Implementation as live remote online training. A certified instructor leads the session in real time. Students interact via chat or microphone. Classes are kept small (typically no more than 16 students) to ensure engagement. On-site delivery at your government facility or contractor location is also available.
What prerequisites are recommended before this course?
Completion of Customer Service Management (CSM) Fundamentals or equivalent CSM experience is required.
Does IT Dojo offer this training on-site at government or DoD facilities?
Yes. IT Dojo delivers Customer Service Management (CSM) Implementation on-site at government agencies, DoD commands, military installations, and contractor facilities. On-site training is ideal for teams of four or more and can be customized to your organization's specific environment and mission requirements. Contact IT Dojo to schedule.
How do I register for this course?
IT Dojo training is employer sponsored. Your organization registers and pays for seats. To schedule Customer Service Management (CSM) Implementation for your team, contact IT Dojo via the Request Training form or call 757-216-3656. IT Dojo will work with your contracting officer, training coordinator, or program office to set up the course.