{"course":{"productid":29762,"modality":6,"active":true,"language":"fr","title":"Customer Service Management (CSM) Fundamentals","productcode":"CSM","vendorcode":"SQ","vendorname":"ServiceNow","fullproductcode":"SQ-CSM","courseware":{"has_ekit":false,"has_printkit":true,"language":""},"url":"https:\/\/portal.flane.ch\/course\/servicenow-csm","objective":"<p>What you will learn in this course:\n    \n<\/p>\n<ul>\n<li>Explore the Customer Service Management application, related applications in the ServiceNow platform, use cases and architecture<\/li><li>Manage core Customer Service data such as:\n<ul>        \n<li>Case, and case types<\/li><li>Consumers, accounts, account relationships and account hierarchies<\/li><li>Contacts, contact relationships, account teams and responsibility definitions<\/li><li>Contracts, entitlements, and service level agreements (SLAs)<\/li><li>Assets, service-aware install base<\/li><li>Configure case forms and state flows<\/li><li>CSM workspaces and advanced work assignment<\/li><li>Case and account escalation, and major issue management<\/li><li>Communication channels, including walk-ups<\/li><\/ul><\/li><li>Explore Reporting and Performance Analytics<\/li><li>Create Targeted Communications and Special Handling Notes<\/li><li>Investigate other key process applications including the Customer and Consumer Service Portals, and Communities<\/li><li>Explore Customer Service Management with IT Service Management and other ServiceNow applications<\/li><\/ul>","essentials":"<h5>Mandatory Prerequisites:<\/h5><ul>\n<li><span class=\"cms-link-marked\"><a class=\"fl-href-prod\" href=\"\/swisscom\/fr\/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\/fr\/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>\n<h5>Recommended Prerequisites:<\/h5><ul>\n<li>ITIL v3 or ITIL 4 Foundation Certification<\/li><\/ul>","summary":"<p>Attend Customer Service Management Fundamentals to master the set up, configuration, and usage of the ServiceNow Customer Service Management application. In this 3-day interactive course attendees master the setup, configuration, and usage of the ServiceNow Customer Service Management application by a combination of lecture, group discussions, and lab work. This course is designed for system administrators, implementers, developers, and application specialists responsible for configuring and managing the Customer Service Management application.<\/p>","objective_plain":"What you will learn in this course:\n    \n\n\n\n- Explore the Customer Service Management application, related applications in the ServiceNow platform, use cases and architecture\n- Manage core Customer Service data such as:\n        \n- Case, and case types\n- Consumers, accounts, account relationships and account hierarchies\n- Contacts, contact relationships, account teams and responsibility definitions\n- Contracts, entitlements, and service level agreements (SLAs)\n- Assets, service-aware install base\n- Configure case forms and state flows\n- CSM workspaces and advanced work assignment\n- Case and account escalation, and major issue management\n- Communication channels, including walk-ups\n- Explore Reporting and Performance Analytics\n- Create Targeted Communications and Special Handling Notes\n- Investigate other key process applications including the Customer and Consumer Service Portals, and Communities\n- Explore Customer Service Management with IT Service Management and other ServiceNow applications","essentials_plain":"Mandatory Prerequisites:\n\n\n- ServiceNow Administration Fundamentals (SNAF)\n- ServiceNow Platform Implementation (SNPI)\n\nRecommended Prerequisites:\n\n\n- ITIL v3 or ITIL 4 Foundation Certification","summary_plain":"Attend Customer Service Management Fundamentals to master the set up, configuration, and usage of the ServiceNow Customer Service Management application. In this 3-day interactive course attendees master the setup, configuration, and usage of the ServiceNow Customer Service Management application by a combination of lecture, group discussions, and lab work. This course is designed for system administrators, implementers, developers, and application specialists responsible for configuring and managing the Customer Service Management application.","version":"1.0","duration":{"unit":"d","value":3,"formatted":"3 jours"},"pricelist":{"List Price":{"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":"2025-04-23T01:49:02+02:00","parenturl":"https:\/\/portal.flane.ch\/swisscom\/fr\/json-courses","nexturl_course_schedule":"https:\/\/portal.flane.ch\/swisscom\/fr\/json-course-schedule\/29762","source_lang":"fr","source":"https:\/\/portal.flane.ch\/swisscom\/fr\/json-course\/servicenow-csm"}}