CSMESQServiceNowSQ-CSME1.0<p>Students learn how to perform the following activities through a mix of lectures, group discussions, and hands-on exercises:</p> <ul> <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><p>Completion of the following courses is required for a successful class experience:</p> <ul> <li>Welcome to ServiceNow On Demand</li><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><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> <ul> <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><p><strong>Module 1: Introduction</strong> </p> <h5>Objectives </h5><ul> <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> </p> <h5>Objectives </h5><ul> <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> </p> <h5>Objectives </h5><ul> <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> </p> <h5>Objectives </h5><ul> <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> <strong>Module 5: Case</strong> </p> <h5>Objectives </h5><ul> <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> </p> <h5>Objectives </h5><ul> <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> </p> <h5>Objectives </h5><ul> <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> </p> <h5>Objectives </h5><ul> <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> </p> <h5>Objectives </h5><ul> <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> </p> <h5>Objectives </h5><ul> <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>Students learn how to perform the following activities through a mix of lectures, group discussions, and hands-on exercises: - Describe the Customer Service Management product in terms of features, benefits, and architecture. - Define essential customer service concepts and processes, including the difference between Interaction Management and Case Management and their end-to-end lifecycles. - Manage and administer customer data such as Consumers, Accounts, Contacts, Contracts, Entitlements, Sold Products, Install Base items, etc. - Address customer inquiries and resolve issues using Cases, Case Types, Case Tasks, State Flows, Escalations, Major Issue Management, etc. - Configure the baseline Case configuration using Case Types and Service Definitions. - Configure and use CSM Configurable Workspace to manage and work Cases originating from a variety of communication channels. - Enhance agent productivity using Advanced Work Assignment for Interactions and Cases. - Manage cases intelligently using Special Handing Notes and Targeted Communications. - Track the health of the business processes using analytics for Customer Service Management.Completion of the following courses is required for a successful class experience: - Welcome to ServiceNow On Demand - ServiceNow Administration Fundamentals (SNAF) - ServiceNow Platform Implementation (SNPI)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: - Customer Service Management Administrator / ServiceNow System Administrator - who will be administering the applications related to the ServiceNow® Customer Service Management (CSM) product - Technical / Solution Consultants and Architects – who will be configuring, developing, or supporting the applications related to the ServiceNow® Customer Service Management (CSM) product. - Project / Program / Engagement Managers – who will be leading the implementation of the ServiceNow® Customer Service Management (CSM) product.Module 1: Introduction Objectives - Define essential concepts such as Customer Service Management, Customer, Service Provider, and Service Request Channels - Differentiate between a Case and an Interaction - Describe the CSM application architecture in terms of applications and features - Hands-on practice Module 2: Customers Objectives - Define common business models such as B2B, B2C, and B2B2C - Extend a customer data model - Create and manage core customer data - Relate customer data to interactions, cases, and case tasks - Hands-on practice Module 3: Interactions Objectives - Get skilled in Interaction Management in the CSM Configurable Workspace - Discuss Communication channels and differentiate between Agent Chat and Virtual Agent - Configure interaction routing using Advanced Work Assignment - Discuss Agent Affinity - Hands-on practice Module 4: Products and services Objectives - Define Products and Product Models - Discuss Install Base management and its components - Sold Products and Install Base Items - View the Install Base Data Model Hierarchy - Discuss Install Base Industry Use Cases and implementation Best practices - Introduce Contracts, Entitlements, and Entitlement Workflows - Hands-on practice Module 5: Case Objectives - Review the concept of Case and case initiation - Describe the Case Lifecycle flow - Recognize the importance of SLAs for improved Case management - Use Special Handling Notes to highlight important case details - Work cases in the CSM Workspace and explore CSM customizations - Identify the benefits of Case Types - Configure custom Case Types - Hands-on practice Module 6: Case initiation Objectives - Discuss Case Routing and assignment and review available configuration options - Explore how Agent Affinity enhances Advanced Work Assignment - Introduce Service Definitions in the context of Case Types - Configure the Case Type Selector - Review the Email-to-Case and Service Catalog-to-Case process flows - Hands-on practice Module 7: Case in progress Objectives - Define Case Tasks and use them to manage cases more efficiently - Get familiar with Case Task Service Definitions and how they relate to Case Types - Configure Blocking Tasks - Escalate and manage an escalated Case - Configure Case Summaries - Hands-on practice Module 8: Case resolution and closure Objectives - Explore the Case Resolution process flow - Capture Case Details using Post Case Review notes - Configure automatic case closure - Generate CSM process feedback through automated surveys - Hands-on practice Module 9: Major Case Management and Targeted Communications Objectives - Determine when to promote a Case into a Major Case - Get familiar with the structure of a Major Case - Manage Affected Customers using the Recipient List - Explore the Major Case Management process flow - Configure Targeted Communications - Hands-on practice Module 10: Metric Strategy Objectives - Discuss the importance of having a Metric Strategy - Review and discuss best-practice CSM metrics - Navigate persona-based dashboards - Review the CSM dashboard configuration process - Get a quick look into analysis and metric building tools - Hands-on practice3 jours2700.003725.002538.002538.002538.00