CSMISQServiceNowSQ-CSMI1.0<h5>Mandatory Prerequisites:</h5><ul> <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-csm"><svg role="img" aria-hidden="true" focusable="false" data-nosnippet class="cms-linkmark"><use xlink:href="/css/img/icnset-linkmarks.svg#linkmark"></use></svg>Customer Service Management (CSM) Fundamentals <span class="fl-prod-pcode">(CSM)</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><h5>Important Note:</h5><p> Data analysis and student feedback show that students struggle in this CSM Implementation class if they have chosen to skip the prerequisite courses, in particular CSM Fundamentals. Please also note that a significant amount of content from the CSM Fundamentals will be covered in the Certified Implementation Specialist - Customer Service Management examination.</p><p>Course topics include:</p> <ul> <li>Implementing Customer Service Operations, including: <ul> <li>Communication channels</li><li>Case types</li><li>CSM Workspaces</li><li>Routing and assigning cases, including advanced work assignment</li><li>An introduction to playbooks, guided decisions, and predictive intelligence</li></ul></li><li>Implementing Customer Engagement, focusing on the customer portals and how CSM leverages knowledge management</li><li>Implementation Preparation Best Practices, including: <ul> <li>Review of Now Create&reg;</li><li>Workshop strategy and requirements gathering</li><li>Organizational Change Management (OCM)</li><li>3rd party integrations</li><li>An introduction to industry data models</li><li>Security and Access Control in CSM</li></ul></li><li>Implementing Performance Management, particularly how it pertains to measuring, managing, and improving CSM</li></ul>Mandatory Prerequisites: - ServiceNow Administration Fundamentals (SNAF) - Customer Service Management (CSM) Fundamentals (CSM) - ServiceNow Platform Implementation (SNPI) Important Note: Data analysis and student feedback show that students struggle in this CSM Implementation class if they have chosen to skip the prerequisite courses, in particular CSM Fundamentals. Please also note that a significant amount of content from the CSM Fundamentals will be covered in the Certified Implementation Specialist - Customer Service Management examination.Course topics include: - Implementing Customer Service Operations, including: - Communication channels - Case types - CSM Workspaces - Routing and assigning cases, including advanced work assignment - An introduction to playbooks, guided decisions, and predictive intelligence - Implementing Customer Engagement, focusing on the customer portals and how CSM leverages knowledge management - Implementation Preparation Best Practices, including: - Review of Now Create® - Workshop strategy and requirements gathering - Organizational Change Management (OCM) - 3rd party integrations - An introduction to industry data models - Security and Access Control in CSM - Implementing Performance Management, particularly how it pertains to measuring, managing, and improving CSM2 days1786.001786.001786.00