ServiceNow CSM
ServiceNow CSM course attendees master the setup, configuration, and usage of the ServiceNow Customer Service Management application. This course is designed for the Administrator’s responsible for configuring and managing the Customer Service Management application.
Prerequisites
- ServiceNow System Administration
Duration: 20hrs
Course Content:
- Place the Customer Service Management application and its related applications in the ServiceNow platform and understand its use cases and architecture
- Configure Accounts, Contracts, Entitlements, Assets, Account Relationships, and Communication Channels
- Configure the Case form, service level agreements (SLAs), and routing and assignment rules
- Work with other key process applications: Knowledge Base, Service Portal, Service Catalog, and Field Services (Work Order) Management
- Explore Mobile Features related to Customer Service Management