ServiceNow CSM Mastery: DeliverSmarter Customer Service, Architecture, Processes, and Best Practices, CIS-CSM Exam Prep.
Sub Category
- IT Certifications
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Objectives
- Understand the fundamentals of Customer Service Management and ServiceNow’s role in modern customer support
- Explore the architecture, core components, and data model of ServiceNow CSM
- Manage cases effectively, including types, lifecycle, assignment, routing, and prioritization
- Apply SLAs and entitlements to ensure service quality and customer satisfaction
- Manage accounts, contacts, and consumers, and understand their relationships with cases
- Leverage knowledge management and Knowledge-Centered Support (KCS) to enhance self-service and agent productivity
- Utilize omni-channel capabilities such as email, chat, virtual agent, and integrate with contact centers
- Configure, brand, and manage self-service portals and customer communities for better engagement
- Automate processes using workflows, Process Automation Designer, and Playbooks in CSM
- Integrate Field Service Management (FSM) with CSM for dispatching, work orders, and end-to-end service delivery
- Gain practical insights into real-world use cases and best practices for implementing ServiceNow CSM
Pre Requisites
- Willingness to learn and apply concepts to real-world customer service scenarios
FAQ
- Q. How long do I have access to the course materials?
- A. You can view and review the lecture materials indefinitely, like an on-demand channel.
- Q. Can I take my courses with me wherever I go?
- A. Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don't have an internet connection, some instructors also let their students download course lectures. That's up to the instructor though, so make sure you get on their good side!
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