Servicenow Customer Service Management CSM Training

• 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

Objectives:

• 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

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

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.