Unlock Servicenow Customer Service Management (Cis-Csm) Tips
Published 9/2024
MP4 | Video: h264, 1920x1080 | Audio: AAC, 44.1 KHz
Language: English | Size: 1.12 GB | Duration: 1h 49m
Master CSM: Certified Implementation Specialist Essentials for Success, Performance and Customer Service Excellence.
[b]What you'll learn[/b]
Understand key concepts, the importance of CSM, and how it impacts modern businesses.
Gain insights into the architecture, core features, and components of the ServiceNow platform.
Learn the roles involved in CSM, including implementation specialists, and the best practices for assigning responsibilities.
Master the lifecycle of a case, account, and contact management, and how to assign and route cases efficiently.
Learn to configure and manage SLAs to ensure service delivery meets business expectations.
Explore the CSM portal, knowledge management, and integration with other applications for enhanced customer service.
Discover how to automate workflows, use business rules, and apply predictive intelligence to improve service.
Understand security considerations and how CSM helps meet compliance and regulatory requirements.
Learn to create custom reports, dashboards, and monitor key performance metrics to improve customer service.
Gain best practices for implementing CSM, customer onboarding, and post-implementation continuous improvement.
and much more
[b]Requirements[/b]
Willingness or Interest to learn about ServiceNow CSM and Preparation for the CIS-CSM Exam.
[b]Description[/b]
IMPORTANT NOTICE BEFORE YOU ENROLL:This course is not a replacement for the official materials you need for the certification exams. It is not endorsed by the certification vendor. You will not receive official study materials or an exam voucher as part of this course.This comprehensive course on ServiceNow Customer Service Management (CSM) is designed to equip participants with the knowledge and skills needed to master one of the most powerful customer service tools in the industry. Throughout the course, learners will dive deep into the fundamentals of CSM, exploring how it enhances the customer experience and transforms customer service operations for modern businesses.The course begins with an introduction to the essential concepts of ServiceNow CSM, focusing on its importance in today's business environment and the platform architecture that supports it. Participants will gain a clear understanding of the roles and responsibilities of a ServiceNow CSM Implementation Specialist, as well as the career opportunities in this growing field.Moving beyond the basics, the course delves into the core components and architecture of CSM, including an in-depth look at the data model, key tables, and relationships that power customer service processes. Learners will explore the key roles in CSM and the best practices for role assignment, ensuring they understand how to effectively manage customer service teams.A significant focus of the course is placed on case management and account management, covering the entire lifecycle of a case from creation to resolution. The course also covers the processes of managing accounts, contacts, and the relationships between them, as well as how to assign and route cases using assignment rules and routing processes. Learners will also explore the configuration of Service Level Agreements (SLAs) within CSM and how to manage service performance.The course also offers advanced insights into CSM capabilities, including the use of the CSM portal to enhance customer experience, and the importance of knowledge management. Additionally, participants will learn how to integrate CSM with other ServiceNow applications and third-party systems, and how to leverage performance analytics to continuously improve customer service outcomes.To further enhance efficiency, the course provides practical guidance on automating CSM workflows, implementing business rules, and using predictive intelligence to improve service delivery. Participants will also gain a deep understanding of the security and compliance requirements in CSM, learning the best practices for ensuring data protection and regulatory adherence.Reporting and performance monitoring are also key elements of the course, with detailed instruction on how to generate and customize reports, track key metrics, and create dashboards for monitoring CSM performance in real-time.Finally, learners will explore best practices for CSM implementation, covering strategies for successful onboarding and customer transitions. The course concludes with post-implementation considerations, including how to ensure continuous improvement through customer feedback and iterative enhancements to the CSM process.By the end of this course, participants will have developed the skills needed to effectively implement, manage, and optimize ServiceNow CSM, making them valuable assets in any customer service organization.Thank you
Overview
Section 1: Introduction to ServiceNow CSM
Lecture 1 Overview of ServiceNow CSM
Lecture 2 Understanding the ServiceNow Platform
Lecture 3 Role of a ServiceNow CSM Implementation Specialist
Section 2: CSM Fundamentals and Core Concepts
Lecture 4 Customer Service Management Basics
Lecture 5 Understanding CSM Data Model
Lecture 6 CSM Application Architecture
Lecture 7 CSM Roles and Responsibilities
Section 3: Case and Account Management
Lecture 8 Introduction to Case Management
Lecture 9 Understanding Account and Contact Management
Lecture 10 Case Assignment and Routing
Lecture 11 Service Level Agreements (SLAs) in CSM
Section 4: Advanced CSM Capabilities
Lecture 12 CSM Portal and Customer Experience
Lecture 13 Knowledge Management in CSM
Lecture 14 Integrating CSM with Other Applications
Lecture 15 Performance Analytics for CSM
Section 5: CSM Process Automation
Lecture 16 Automating Workflows in CSM
Lecture 17 Business Rules in CSM
Lecture 18 Introduction to Predictive Intelligence in CSM
Section 6: CSM Security and Compliance
Lecture 19 Overview of Security in CSM
Lecture 20 Compliance and Regulatory Requirements in CSM
Section 7: Reporting and Performance Monitoring
Lecture 21 Introduction to CSM Reporting
Lecture 22 Customizing Reports in CSM
Lecture 23 Dashboard Creation in CSM
Section 8: CSM Implementation Strategies
Lecture 24 CSM Implementation Best Practices
Lecture 25 Customer Onboarding and Transition
Lecture 26 Post-Implementation Considerations
ServiceNow Professionals: Individuals who want to deepen their expertise in the ServiceNow platform, specifically in Customer Service Management (CSM).,CSM Implementation Specialists: Professionals responsible for implementing and managing ServiceNow CSM within organizations.,Customer Service Managers: Managers seeking to optimize their customer service processes using ServiceNow CSM solutions.,IT and Business Consultants: Consultants looking to expand their service offerings by understanding how to integrate and optimize CSM in client organizations.,Project Managers: Those leading CSM projects who want to ensure successful implementation and alignment with business goals.,Aspiring ServiceNow CSM Experts: Individuals aiming to build a career in customer service management or ServiceNow with a focus on CSM.,IT Professionals and System Administrators: Technical professionals managing customer service processes who want to learn how to automate and streamline operations through ServiceNow CSM.,This course is suitable for beginners in CSM as well as professionals looking to enhance their skills and career opportunities in this growing field.
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