{"course":{"productid":35946,"modality":6,"active":true,"language":"en","title":"Customer Service Management Essentials","productcode":"CSME","vendorcode":"SQ","vendorname":"ServiceNow","fullproductcode":"SQ-CSME","courseware":{"has_ekit":false,"has_printkit":true,"language":""},"url":"https:\/\/portal.flane.ch\/course\/servicenow-csme","objective":"<p>Students learn how to perform the following activities through a mix of lectures, group \ndiscussions, and hands-on exercises:<\/p>\n<ul>\n<li>Describe the Customer Service Management product in terms of features, benefits, and architecture.<\/li><li>Define essential customer service concepts and processes, including the difference between Interaction Management and Case Management and their end-to-end lifecycles.<\/li><li>Manage and administer customer data such as Consumers, Accounts, Contacts, Contracts, Entitlements, Sold Products, Install Base items, etc.<\/li><li>Address customer inquiries and resolve issues using Cases, Case Types, Case Tasks, State Flows, Escalations, Major Issue Management, etc.<\/li><li>Configure the baseline Case configuration using Case Types and Service Definitions.<\/li><li>Configure and use CSM Configurable Workspace to manage and work Cases originating from a variety of communication channels.<\/li><li>Enhance agent productivity using Advanced Work Assignment for Interactions and Cases.<\/li><li>Manage cases intelligently using Special Handing Notes and Targeted Communications.<\/li><li>Track the health of the business processes using analytics for Customer Service Management.<\/li><\/ul>","essentials":"<p>Completion of the following courses is required for a successful class experience:<\/p>\n<ul>\n<li>Welcome to ServiceNow On Demand<\/li><li><span class=\"cms-link-marked\"><a class=\"fl-href-prod\" href=\"\/swisscom\/en\/course\/servicenow-snaf\"><svg role=\"img\" aria-hidden=\"true\" focusable=\"false\" data-nosnippet class=\"cms-linkmark\"><use xlink:href=\"\/css\/img\/icnset-linkmarks.svg#linkmark\"><\/use><\/svg>ServiceNow Administration Fundamentals <span class=\"fl-prod-pcode\">(SNAF)<\/span><\/a><\/span><\/li><li><span class=\"cms-link-marked\"><a class=\"fl-href-prod\" href=\"\/swisscom\/en\/course\/servicenow-snpi\"><svg role=\"img\" aria-hidden=\"true\" focusable=\"false\" data-nosnippet class=\"cms-linkmark\"><use xlink:href=\"\/css\/img\/icnset-linkmarks.svg#linkmark\"><\/use><\/svg>ServiceNow Platform Implementation <span class=\"fl-prod-pcode\">(SNPI)<\/span><\/a><\/span><\/li><\/ul>","audience":"<p>The ServiceNow Customer Service Management Essentials course is for Customers, Partners, and Employees who administer features, functions, and data associated with Customer Service Management. An attendee is a good fit for this course if they perform or advise on any of the following roles or job responsibilities:<\/p>\n<ul>\n<li>Customer Service Management Administrator \/ ServiceNow System Administrator - who will be administering the applications related to the ServiceNow&reg; Customer Service Management (CSM) product<\/li><li>Technical \/ Solution Consultants and Architects &ndash; who will be configuring, developing, or supporting the applications related to the ServiceNow&reg; Customer Service Management (CSM) product.<\/li><li>Project \/ Program \/ Engagement Managers &ndash; who will be leading the implementation of the ServiceNow&reg; Customer Service Management (CSM) product.<\/li><\/ul>","outline":"<p><strong>Module 1: Introduction<\/strong>\n<\/p>\n<h5>Objectives <\/h5><ul>\n<li>Define essential concepts such as Customer Service Management, Customer, Service Provider, and Service Request Channels<\/li><li>Differentiate between a Case and an Interaction<\/li><li>Describe the CSM application architecture in terms of applications and features<\/li><li>Hands-on practice<\/li><\/ul><p><strong>Module 2: Customers<\/strong>\n<\/p>\n<h5>Objectives <\/h5><ul>\n<li>Define common business models such as B2B, B2C, and B2B2C<\/li><li>Extend a customer data model<\/li><li>Create and manage core customer data<\/li><li>Relate customer data to interactions, cases, and case tasks<\/li><li>Hands-on practice<\/li><\/ul><p><strong>Module 3: Interactions<\/strong>\n<\/p>\n<h5>Objectives <\/h5><ul>\n<li>Get skilled in Interaction Management in the CSM Configurable Workspace<\/li><li>Discuss Communication channels and differentiate between Agent Chat and Virtual Agent<\/li><li>Configure interaction routing using Advanced Work Assignment<\/li><li>Discuss Agent Affinity<\/li><li>Hands-on practice<\/li><\/ul><p><strong>Module 4: Products and services<\/strong>\n<\/p>\n<h5>Objectives <\/h5><ul>\n<li>Define Products and Product Models<\/li><li>Discuss Install Base management and its components - Sold Products and Install Base Items<\/li><li>View the Install Base Data Model Hierarchy<\/li><li>Discuss Install Base Industry Use Cases and implementation Best practices<\/li><li>Introduce Contracts, Entitlements, and Entitlement Workflows<\/li><li>Hands-on practice<\/li><\/ul><p>\n<strong>Module 5: Case<\/strong>\n<\/p>\n<h5>Objectives <\/h5><ul>\n<li>Review the concept of Case and case initiation<\/li><li>Describe the Case Lifecycle flow<\/li><li>Recognize the importance of SLAs for improved Case management<\/li><li>Use Special Handling Notes to highlight important case details<\/li><li>Work cases in the CSM Workspace and explore CSM customizations<\/li><li>Identify the benefits of Case Types<\/li><li>Configure custom Case Types<\/li><li>Hands-on practice<\/li><\/ul><p><strong>Module 6: Case initiation<\/strong>\n<\/p>\n<h5>Objectives <\/h5><ul>\n<li>Discuss Case Routing and assignment and review available configuration options<\/li><li>Explore how Agent Affinity enhances Advanced Work Assignment<\/li><li>Introduce Service Definitions in the context of Case Types<\/li><li>Configure the Case Type Selector<\/li><li>Review the Email-to-Case and Service Catalog-to-Case process flows<\/li><li>Hands-on practice<\/li><\/ul><p><strong>Module 7: Case in progress<\/strong>\n<\/p>\n<h5>Objectives <\/h5><ul>\n<li>Define Case Tasks and use them to manage cases more efficiently<\/li><li>Get familiar with Case Task Service Definitions and how they relate to Case Types<\/li><li>Configure Blocking Tasks<\/li><li>Escalate and manage an escalated Case<\/li><li>Configure Case Summaries<\/li><li>Hands-on practice<\/li><\/ul><p><strong>Module 8: Case resolution and closure<\/strong>\n<\/p>\n<h5>Objectives <\/h5><ul>\n<li>Explore the Case Resolution process flow<\/li><li>Capture Case Details using Post Case Review notes<\/li><li>Configure automatic case closure<\/li><li>Generate CSM process feedback through automated surveys<\/li><li>Hands-on practice<\/li><\/ul><p><strong>Module 9: Major Case Management and Targeted Communications<\/strong>\n<\/p>\n<h5>Objectives <\/h5><ul>\n<li>Determine when to promote a Case into a Major Case<\/li><li>Get familiar with the structure of a Major Case<\/li><li>Manage Affected Customers using the Recipient List<\/li><li>Explore the Major Case Management process flow<\/li><li>Configure Targeted Communications<\/li><li>Hands-on practice<\/li><\/ul><p><strong>Module 10: Metric Strategy<\/strong>\n<\/p>\n<h5>Objectives <\/h5><ul>\n<li>Discuss the importance of having a Metric Strategy<\/li><li>Review and discuss best-practice CSM metrics<\/li><li>Navigate persona-based dashboards<\/li><li>Review the CSM dashboard configuration process<\/li><li>Get a quick look into analysis and metric building tools<\/li><li>Hands-on practice<\/li><\/ul>","objective_plain":"Students learn how to perform the following activities through a mix of lectures, group \ndiscussions, and hands-on exercises:\n\n\n- Describe the Customer Service Management product in terms of features, benefits, and architecture.\n- Define essential customer service concepts and processes, including the difference between Interaction Management and Case Management and their end-to-end lifecycles.\n- Manage and administer customer data such as Consumers, Accounts, Contacts, Contracts, Entitlements, Sold Products, Install Base items, etc.\n- Address customer inquiries and resolve issues using Cases, Case Types, Case Tasks, State Flows, Escalations, Major Issue Management, etc.\n- Configure the baseline Case configuration using Case Types and Service Definitions.\n- Configure and use CSM Configurable Workspace to manage and work Cases originating from a variety of communication channels.\n- Enhance agent productivity using Advanced Work Assignment for Interactions and Cases.\n- Manage cases intelligently using Special Handing Notes and Targeted Communications.\n- Track the health of the business processes using analytics for Customer Service Management.","essentials_plain":"Completion of the following courses is required for a successful class experience:\n\n\n- Welcome to ServiceNow On Demand\n- ServiceNow Administration Fundamentals (SNAF)\n- ServiceNow Platform Implementation (SNPI)","audience_plain":"The ServiceNow Customer Service Management Essentials course is for Customers, Partners, and Employees who administer features, functions, and data associated with Customer Service Management. An attendee is a good fit for this course if they perform or advise on any of the following roles or job responsibilities:\n\n\n- Customer Service Management Administrator \/ ServiceNow System Administrator - who will be administering the applications related to the ServiceNow\u00ae Customer Service Management (CSM) product\n- Technical \/ Solution Consultants and Architects \u2013 who will be configuring, developing, or supporting the applications related to the ServiceNow\u00ae Customer Service Management (CSM) product.\n- Project \/ Program \/ Engagement Managers \u2013 who will be leading the implementation of the ServiceNow\u00ae Customer Service Management (CSM) product.","outline_plain":"Module 1: Introduction\n\n\nObjectives \n\n\n- Define essential concepts such as Customer Service Management, Customer, Service Provider, and Service Request Channels\n- Differentiate between a Case and an Interaction\n- Describe the CSM application architecture in terms of applications and features\n- Hands-on practice\nModule 2: Customers\n\n\nObjectives \n\n\n- Define common business models such as B2B, B2C, and B2B2C\n- Extend a customer data model\n- Create and manage core customer data\n- Relate customer data to interactions, cases, and case tasks\n- Hands-on practice\nModule 3: Interactions\n\n\nObjectives \n\n\n- Get skilled in Interaction Management in the CSM Configurable Workspace\n- Discuss Communication channels and differentiate between Agent Chat and Virtual Agent\n- Configure interaction routing using Advanced Work Assignment\n- Discuss Agent Affinity\n- Hands-on practice\nModule 4: Products and services\n\n\nObjectives \n\n\n- Define Products and Product Models\n- Discuss Install Base management and its components - Sold Products and Install Base Items\n- View the Install Base Data Model Hierarchy\n- Discuss Install Base Industry Use Cases and implementation Best practices\n- Introduce Contracts, Entitlements, and Entitlement Workflows\n- Hands-on practice\n\nModule 5: Case\n\n\nObjectives \n\n\n- Review the concept of Case and case initiation\n- Describe the Case Lifecycle flow\n- Recognize the importance of SLAs for improved Case management\n- Use Special Handling Notes to highlight important case details\n- Work cases in the CSM Workspace and explore CSM customizations\n- Identify the benefits of Case Types\n- Configure custom Case Types\n- Hands-on practice\nModule 6: Case initiation\n\n\nObjectives \n\n\n- Discuss Case Routing and assignment and review available configuration options\n- Explore how Agent Affinity enhances Advanced Work Assignment\n- Introduce Service Definitions in the context of Case Types\n- Configure the Case Type Selector\n- Review the Email-to-Case and Service Catalog-to-Case process flows\n- Hands-on practice\nModule 7: Case in progress\n\n\nObjectives \n\n\n- Define Case Tasks and use them to manage cases more efficiently\n- Get familiar with Case Task Service Definitions and how they relate to Case Types\n- Configure Blocking Tasks\n- Escalate and manage an escalated Case\n- Configure Case Summaries\n- Hands-on practice\nModule 8: Case resolution and closure\n\n\nObjectives \n\n\n- Explore the Case Resolution process flow\n- Capture Case Details using Post Case Review notes\n- Configure automatic case closure\n- Generate CSM process feedback through automated surveys\n- Hands-on practice\nModule 9: Major Case Management and Targeted Communications\n\n\nObjectives \n\n\n- Determine when to promote a Case into a Major Case\n- Get familiar with the structure of a Major Case\n- Manage Affected Customers using the Recipient List\n- Explore the Major Case Management process flow\n- Configure Targeted Communications\n- Hands-on practice\nModule 10: Metric Strategy\n\n\nObjectives \n\n\n- Discuss the importance of having a Metric Strategy\n- Review and discuss best-practice CSM metrics\n- Navigate persona-based dashboards\n- Review the CSM dashboard configuration process\n- Get a quick look into analysis and metric building tools\n- Hands-on practice","version":"1.0","duration":{"unit":"d","value":3,"formatted":"3 days"},"pricelist":{"List Price":{"US":{"country":"US","currency":"USD","taxrate":null,"price":2700},"CA":{"country":"CA","currency":"CAD","taxrate":null,"price":3725},"DE":{"country":"DE","currency":"EUR","taxrate":19,"price":2538},"CH":{"country":"CH","currency":"EUR","taxrate":8.1,"price":2538},"AT":{"country":"AT","currency":"EUR","taxrate":20,"price":2538}}},"lastchanged":"2025-05-23T02:17:46+02:00","parenturl":"https:\/\/portal.flane.ch\/swisscom\/en\/json-courses","nexturl_course_schedule":"https:\/\/portal.flane.ch\/swisscom\/en\/json-course-schedule\/35946","source_lang":"en","source":"https:\/\/portal.flane.ch\/swisscom\/en\/json-course\/servicenow-csme"}}