Servicenow Customer Service Management CSM Training

ServiceNow's customer service management training objective is to understand and gain an understanding of current service patterns and determine common problems that can be easily automated in their ServiceNow system. Our trainers are here to make you build expertise in you.Want to have an exciting career in ServiceNow? You&rsqu.....o;re in the right place. We are specialized in particularly on this ServiceNow platform for various types of services offered by ServiceNow company and training the same to aspirants. Join us to build your career. Read more

Course Duration: 20 Hours

Watch Demo Here

Servicenow Customer Service Management Course Highlights

Innovative Structure

ServiceNow enabled up to six percent of happiness in internal customer loyalty scores.

Innovative Structure

Increased customer satisfaction and retention, resulting in $6.6m in benefits.

Innovative Structure

Intelligent Apps lead to a twenty-five percent enhancement in customer happiness.

Get a Master's in Excellent Customer Service Management and Improve your Chances of Getting Hired in Top Brands.

Servicenow Customer Service Management Training Curriculum

  • Customer service overview
  • Activate Customer service management    Additional plugins for Customer service management
  • Configure Customer service management
  • Foundation data
  • Case management
  • Customer service case types
  • Customer project management
  • Service management integration
  • Manage skills
  • Communication channels
  • Customer service portal
  • Consumer service portal
  • View the number of bot-based sessions
  • Multi-factor authentication for customer and consumer service portals
  • Customer service properties

Proactive Customer service operations

  • Activate Proactive Customer service operations
  • Outage tracking for install base
  • Integration with event management
  • Service health status for install base
  • Set up Proactive Customer service operations
  • Use Proactive Customer service operations

Integrate Customer service management with other applications

  • Integration with field service management
  • CSM integration with service management
  • Integration with project portfolio management with financials
  • CSM Integration with financial management
  • Integration with IT operations management
  • Continual improvement management with CSM
  • Integrate customer service management with Microsoft outlook

Administer Customer service management

  • Anonymous chat
  • Customer service management flow designer actionsDomain separation in Customer service management
  • Extension points in Customer service management
  • Knowledge product entitlements
  • Limit knowledge base access to internal users
  • Mandatory skills
  • Quick start tests for Customer service management

CSM agent workspace

  • Explore CSM agent workspace
  • Set up CSM agent workspace
  • Use CSM agent workspace
  • Components installed with agent workspace for CSM

The mobile experience for Customer service management

  • Customer service mobile application overview
  • Configure the Customer service mobile application
  • Get started with the Customer service mobile application

Manage Customer service cases

  • Manager tasks
  • Agent tasks

Additional Customer service management features

  • Predictive intelligence for case management
  • Customer service case digestsCreate cases as a proxy contact
  • case and account escalationAgent calendar
  • Similar case recommendations
  • Targeted communications
  • Time recording for customer service management
  • Customer service management for orders

Customer service Analytics and reporting solutions

  • Service manager homepage
  • Customer service agent dashboard
  • Customer service manager dashboard
  • Customer service executive dashboard
  • Proactive Customer service-advanced dashboard
  • CSM integration with service management analysis
  • Major issue management analytics

Major issue management

  • Activate Major issue management
  • Major, candidate, and child cases
  • Recipients lists
  • Major case form view
  • Configure case synchronization
  • Propose a case as a Major case candidate
  • Create a Major case candidateApprove or reject a Major case candidate
  • Create a Major case
  • Create child cases for a Major case
  • Include a current case as a child to a major case
  • Components installed with Major issue management

Use the Customer service portal

  • Manage contacts from the customer portal
  • Manage customer registration requests
  • Allocate a reach to a resource from the customer portal
  • Search for information using the customer portal
  • Deflect cases with knowledge and community content
  • See asset information from the customer service portal
  • View or update customer contact information
  • Customer notification preferences
  • Alter your password simply from the customer service portal
  • Contact self-registration
  • View item details from the CSP
  • Build a product case from the customer service homepage
  • Interact with an executive from the customer service portal
  • See or change a case from the customer service portal
  • See a publication on the CSP
  • Complete a customer service satisfaction survey
  • Ask for a product or service from the customer service portal
  • See records concerned to a case from the customer and its service portals
  • Close a case from the CSPGet help using virtual agent conversations
  • See install require details from the customer service portal
  • Build a case for install require from the customer service homepage

Use the Consumer service portal

  • Portal usage calculation
  • Register for the Consumer service portal
  • Log in to the CSPTransform your password from the CSP
  • View or edit a Consumer profile
  • Enroll a product from the Consumer service portal
  • See a record of items from the CSP
  • BUild a case from the CSP
  • View a case from the CSP
  • Approve or disapprove a case solution from the CSP
  • Interact with an executive from the CSP
  • Interact unknowingly with an executive from the CSP
  • View a publication on the Consumer service portal

Reference information

  • Customer service cases list
  • Customer service case form

Components installed with Customer service management

  • Tables installed with Customer service management
  • Properties installed with Customer service management
  • Roles installed with Customer service management
  • The script includes installed with Customer service management
  • Client scripts installed with Customer service management
  • Business rules installed with Customer service management

Elements installed with extra plugins for CSM

  • Components installed with Customer service management demo data
  • Components installed with CTI softphone
  • Components installed with Customer service CTI demo data
  • Components installed with Open frame
  • Components installed with Special handling notesComponents installed with Targeted communications
  • Components installed with knowledge product entitlements
  • Components installed with a self-service password reset

Computer telephony integration(CTI)Open frame overview

  • Computer telephony integration workflows
  • CTI demo implementation


  • Activate Communities plugins
  • Properties installed with Communities
  • Communities roles
  • Community setup guide for admins
  • Domain separation in Communities
  • Quick start tests for Communities
  • Configure a Community
  •  Community content types
  • Community feedback types
  • Community access types
  • Configure video sources for a Community
  • Configure Community forums
  • Forum and user permissions management
  • Configure the Community profile
  • Enable users to self-register to a Community
  • Create Community Terms and Conditions
  • Community Service Portal
  • Analytics and Reporting Solutions for Communities
  • Migrate Social Q&A data to Communities
  • View Community logs
  • View Community feedback and bookmarks tables
  • Create a case from a discussion
  • Enable knowledge harvesting

Moderate a community

  • Configure general moderation settings
  • Configure moderation settings for a new user
  • Configure abuse reporting Configure user banning
  • Configure moderation filtersBan a user
  • Revoke a user ban
  • Approve or reject content
  • Disable comments
  • Remove content

Use a community

  • Community homepage features for logged in users
  • Navigating the activity feedNavigating the forum homepage
  • Community homepage features for non-logged in users
  • Self-register to a Community
  • Search the CommunityUse a Community profile
  • Community subscriptions
  • Request membership to a forum
  • Accept an invitation to join a forum
  • Post and reply to content in the Community
  • Report inappropriate Community content
  • Harvest knowledge from a CommunityLook a list of queries and build a case


  • Gamification components
  • Gamification user interface components
  • Administer gamification
  • Moderate gamification

Make customize your curriculum?

Modes of Training

We follow four formats for ServiceNow Customer Service Management training for the flexibility of our students

Batchwise Online Training
Batchwise Training

A batch of some single-digit count students are assigned to a faculty.



Get Quote Now

One-on-One Online Training
One-One Training

One student is assigned to one faculty at some fixed customized time of the student.


Contact Us

Self-Paced Online Training
Self-Paced Training

Videos of previous classes are shared with the students. It also includes clarification of the doubts at the end of the class.

Get Sample Video

Corporate Training
Corporate Training

Our expert faculty team visits corporates and takes sessions.



Contact Us

Servicenow Customer Service Management Training Batches

  • 3rd Oct

    MON - FRI

    09:30 AM - 10:30 AM IST

  • 7th Oct

    SAT & SUN
    (Weekend Batch)

    12:30 PM - 03:30 PM IST

  • 11th Oct

    MON - FRI

    05:30 PM - 06:30 PM IST

  • 15th Oct

    SAT & SUN
    (Weekend Batch)

    08:30 PM - 11:30 PM IST

  • 19th Oct

    MON - FRI

    09:30 PM - 10:30 PM IST

  • 23rd Oct

    MON - FRI

    08:30 PM - 09:30 PM IST

Current Offer 20% Discount

Enroll Now

Can't find your convenient batch?

Servicenow Customer Service Management Course Details

This ServiceNow governance risk and compliance training are designed for operational administrators who are responsible for configuring and administering the CSM application.

Basic knowledge of handling computers and their application. Familiarity with the ServiceNow platform and its interfaces. Apart from that, you don’t require any specific technical or programming skills, but it will be an added advantage to you if you know JavaScript and C++.

ServiceNow customer service management is a highly demanding profile in the future. As it’s in the emerging stage, still many big and small organizations are implementing it in their business process for the smooth, unified, easy, and quick functioning of their workflows.

The features the ServiceNow platform provides are automated customer service, something that almost every organization in the world is looking for. And that too, this platform is dynamic in nature with the transforming needs of the businesses. So, it's obvious that the demand for this profile will be high for almost a decade or more.

You can take this course for a good start in your career. It's proven that rare skills are paid higher in the industry than with common skills. 

ServiceNow's customer service management profile comes with handling operational management. It's an exciting, challenging, and creative profile to head start your ServiceNow career.

ServiceNow customer service management training objective include-

  • The capacities and advantages of customer service Management and Operational Intelligence, and how they suit into the ITOM application suite An outline of Discovery 
  • Exploring key customer service Management application elements (e.g., customer service Management Dashboard, Alert Console) Recording occasions in ServiceNow ITOM
  • Creating significant notifications from customer services in ServiceNowCreating noteworthy undertakings, for example, incidents, from alerts.
  • Exploring key Operational Intelligence application elements (e.g., Insights Explorer, Anomaly Map) 
  • Recording measurements utilizing Operational Intelligence 
  • Generating IT alerts from abnormality alerts produced by Operational Intelligence

The major roles of the ServiceNow customer service management profile are-

  • CRM support Analyst
  • Servicenow admin

Need more details?

Servicenow Customer Servic Management Project Details

To get hands-on experience on Servicenow CSM Training we give some projects to enhance your skills with real-time work. this will cover the total modules of Servicenow Training. This is very useful to Crack servicenow certification exam and learn how to develop a custom application in servicenow

servicenow customer service management Training Certification

After the successful completion of course modules with hands-on- experience, the students will be provided with the certification from our institute. The students who are interested in getting ServiceNow certification from ServiceNow company can write exams and get Service now certificates. 


 Servicenow Customer Service Management Training

Get Certified Now

servicenow customer service management Training

  • You can build your skills in the most demanding skills
  • It is a rare skill, which has high demand in the market; learning this can add value to your profile. That is, you will gain competitive differentiation.
  • Enhanced user community satisfaction.
  • The real measure of your educational spend.

About Trainer

About Trainer

When you talk about the ServiceNow platform, we have a community of qualified professionals across the world working in reputed organizations on this specific platform.  They have a go-getter attitude to assist students in all perspectives to make them understand every feature of the ServiceNow platform profoundly. We have separate lab exper.....ts who are always ready to help you in understanding the concepts. We provide study materials, and other supporting documents to assist them in handling their real-time projects.   We even provide certification at the successful completion of the ServiceNow customer service management training and even help in getting ServiceNow certification. Read more

Servicenow Customer Service Management Training FAQ's

Every class is recorded and shared with the students before they visit the next class. In this way, students will be ready for their next class. Or even if they have missed the previous class, they can attend the missed class in any other upcoming batch.

Yes, we have a policy of discounts, which we follow in two ways- Referral and Group discount. Group discount is offered when you come in a group, and referral discount is offered when our previously enrolled student refers to you.

We provide study material and other supporting documents to students, which clarify every doubt students encounter in practicing in real-time projects. Still, if they are unable to tackle then they can call our technical support executives and they will schedule a session for you with our expert trainer for a period of 6 months from the end of the last class. 

We have referral programs in our institute. In which, companies who are looking for the various ServiceNow profiles they come and select the students for interviews. Even, we help our students in preparing their resumes and assist them in all perspectives in getting a job from our networks.

All essential labs to support the ServiceNow customer service management training are available for students to access round the clock. After every session, we provide lab assignments to students to practice on the same day in real-time scenarios. Our technical staff is ready to welcome students’ doubts at any time. 

All our trainer's team is qualified enough to handle any projects on various modules of the ServiceNow platform. They are the industry experts and contribute from their end to build aspirants skills in ServiceNow customer service management. 

Yeah, we understand our students and their needs. By considering this, we permit our students to pay a fee in two installments.

As the ServiceNow platform is the emerging platform and big brands, SMEs are attracting towards it with its lots of beneficial features in their workflows integrating with the latest technologies like AI and machine learning. Obviously, the demands for this course will increase in the future too. If you are a master in this, you will be in gain. 

To officially certified for the ServiceNow customer service management profile. Students have to register for the course on ServiceNow's official website, and after writing an exam, You will get certification for this. Even we provide certification for this after completion of the course. 

ServiceNow platform has a lot of scopes now, and in the future, also, if you’re going with this course, you will not regret starting your career in this field. As we can see, a change in every technology in a couple of years, but in the case of the ServiceNow platform, they are developing at a good rate with additional features.

We help our students to plan, develop, analyze, and make changes on the ServiceNow platform based on real-time scenarios during the ServiceNow customer service management training. Even we deploy our students to work on our client’s projects. 

The average ServiceNow Customer Service Manager earns an estimated $124k annually, 

which includes an estimated base salary of $89k with a $35k bonus. (Source from Comparably)

Average salaries for ServiceNow Customer Care: $45509. (Source from Glassdoor).

ServiceNow suggests the students have at least two to three months of practice on real-time projects before writing the exam for the ServiceNow certification. Upon the success of clearing the exam, the students are provided with the ServiceNow certification. 

Want to ask more?


With My Personal Experience, I am giving this review. ITCanvas Is an Excellent online Coaching Insti.....tute for ServiceNow courses. Before taking an online course from ITCanvas, I was so confused about ServiceNow ITIL customer service Management; now, I am very confident in this field. The trainer Is Very Dedicated, The Course Structure Is Satisfying. Thanks, ITCanvas, for such a wonderful service. Read more

- Kath

The ServiceNow customer service Management Training was very informative and enjoyable - this made i.....t understandable and interesting. I appreciate the practical information provided, and the instructor has lots of experience, which adds real value to the course. Thanks to the ITCanvas team for learning materials provided, technical support & response on queries were really good. Read more

- Vihan

It was a superb experience to undergo and get certified in the ServiceNow customer service Managemen.....t course from ITCanvas. The tutor had a great hold on the domain, who came with handy industry experience. The quality of the learning materials, project, assignments, support, and other facilities are top-notch. Thanks, ITCanvas, and team! Read more

- Catherin

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Why ItCanvass?

ITCanvass is the pioneer in delivering ServiceNow platform services. We covered all perspectives of the ServiceNow platform, which include- Training, consulting, IT support, Job support, remote projects, and resources.

We also covered ServiceNow platform services, whether it is in ITSM, ITOM, Non-IT Services, Asset & Configuration, Planning & Policy.

We build our institute intending to build master skills in students on the ServiceNow platform in all domains, also to help businesses in the smooth functioning of their workflows in a cost-effective and fast way.

  • Professional Trainers

    Professional Trainers

    All our trainers hold real-time experience in handling industry level projects of reputed organizations. They share their expertise and pinpoints where students may get stuck along with solutions to tackle them.


  • 24/7 Support

    24/7 support

    All our team members are connected through an online and cloud platform. We are always ready to support our students and clients at any time. We aim at providing excellence in our service delivery to our students, which covers all perspectives to meet end goals.

  • Instructor Lead


    Our trainers pay special attention to every student in the class. And ensure every class is interactive and all doubts of the students must get manifest in the same class. Our excellency in the subject helps our students in building expertise in the subject.

  • Real time Training

    Real-time Training

    Every class is provided with the lab assignments, which help them in clearing their doubts to encounter while handling real-time projects. We even help our students to work on our clients' real-time projects to get skills like industry experts. So that students are ready for industry deployments.

  • Flexibility


    We schedule classes to our students based on their availability. Every student's time is given priority and helps them to utilize their time completely. Whether students come in a group or individual classes are scheduled to them based on their availability.

  • Lifetime Access

    Lifetime access

    Every class is recorded and shared with the students at the end of the class. Students get to refer to the recorded videos anytime from anywhere throughout their lifetime. They can even use this recording for reference in the future whenever they get any doubt in implementing the real-time projects are preparing for any interviews.