ServiceNow Customer Service Management Fundamentals (CSM) Training

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Instructor-Led Training Parameters

Course Highlights

  • Instructor-led Online Training
  • Project Based Learning
  • Certified & Experienced Trainers
  • Course Completion Certificate
  • Lifetime e-Learning Access
  • 24x7 After Training Support

ServiceNow Customer Service Management Fundamentals (CSM) Training Course Overview

Are you responsible for configuring and administering the Customer Service Management application in your current organization? Pursue this ServiceNow Customer Service Management Fundamentals (CSM) Training from Multisoft Systems. Multisoft is a globally acclaimed corporate training company that ensures high-quality standards in delivering this ServiceNow Customer Service Management Fundamentals (CSM) Training. Backed by a specialized team of ServiceNow experts, this training company is committed to providing you with a training completion certificate after you have completed this training

You will be able to work with Knowledge Base, Service Catalog, Service Portal, and other process applications after you have attended this course. 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.

ServiceNow Customer Service Management Fundamentals (CSM) Course Objectives:
  • Understand the use and architecture of Customer Service Management application Place the Customer Service Management application and its related applications in the ServiceNow platform Work with the vital process applications, such as Knowledge Base, Service Catalog, and Service Portal Configure Accounts, Entitlements, Assets, Contracts, Account Relationships, and Communication Channels Explore mobile features related to Customer Service Management
ServiceNow Customer Service Management Fundamentals (CSM) Course Target audience
  • The functional administrators who configure and administer the Customer Service Management application are eligible for this ServiceNow Customer Service Management Fundamentals (CSM) Training.
ServiceNow Customer Service Management Fundamentals (CSM) Course Certification
  • Multisoft Systems will provide you with a training completion certificate after completing the ServiceNow Customer Service Management Fundamentals (CSM) Training.

Instructor-led Training Live Online Classes

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May, 2024 Weekdays Mon-Fri Enquire Now
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Jun, 2024 Weekdays Mon-Fri Enquire Now
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ServiceNow Customer Service Management Fundamentals (CSM) Training Course Content

Module 1: 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

Module 2: 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

Module 3: 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

Module 4: 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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ServiceNow CSM Training (MCQ) Assessment

This assessment tests understanding of course content through MCQ and short answers, analytical thinking, problem-solving abilities, and effective communication of ideas. Some Multisoft Assessment Features :

  • User-friendly interface for easy navigation
  • Secure login and authentication measures to protect data
  • Automated scoring and grading to save time
  • Time limits and countdown timers to manage duration.
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ServiceNow CSM Corporate Training

Employee training and development programs are essential to the success of businesses worldwide. With our best-in-class corporate trainings you can enhance employee productivity and increase efficiency of your organization. Created by global subject matter experts, we offer highest quality content that are tailored to match your company’s learning goals and budget.


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Learning Assessment

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  • Course ID & Course Name
  • Certificate with Date of Issuance
  • Name and Digital Signature of the Awardee
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