ServiceNow Customer Service Management (CSM) Essentials
Flexible Schedule
1:1 Support
Hands-on Projects
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The GET Advantage: Your Path from Learning to Earning:
- Build in-demand technical and soft skills, validated by industry-recognised certifications.
- Apply learning through real-world projects, case studies, and assignments that make you job-ready.
- Learn what employers want, align your skills with trends, and move towards higher-paying opportunities.
- Continuous mentorship, career coaching, and peer community to guide you beyond the course.
Course Overview
This course teaches you how to configure, administer, and optimize the ServiceNow CSM product to deliver exceptional customer service experiences. You’ll learn the difference between Interaction and Case Management, set up customer and product data, manage contracts and entitlements, and handle complex cases from initiation to resolution. Through hands-on practice, you’ll also work with CSM Configurable Workspace, Advanced Work Assignment, analytics, and Major Case Management—equipping you with practical skills to improve customer engagement and streamline service delivery.
Relevant Industries
Telecom, Banking & Finance, Healthcare, Retail, IT Services, Manufacturing, Utilities, Government
Overview of Technology
ServiceNow CSM is a robust platform that unifies customer data, case management, and service workflows. It integrates with multiple communication channels, automates assignments, and leverages AI-driven insights to help businesses resolve customer issues faster while improving agent productivity.
Why choose Acquledge for ServiceNow courses?
Live Training Sessions
Flexible Schedules
Hands-on Experience
Vast Resource Library
Extensive Support
Enrollment Process
- Sign up on the platform and choose your preferred batch.
- Start your classes on the scheduled date .
- Get access to learning materials and project dashboards.
- Begin your training journey with expert-led sessions.
- Apply your learning through real-world case studies and projects.
Detailed Course Curriculum
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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 practice
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Got Questions ? We've got Answers
Acquledge offers a range of online courses including certification programs, knowledge development, and professional upskilling across technology, business, finance, language, and more.
We provide both self-paced learning modules and instructor-led live online classes. Choose according to your schedule and learning preferences.
Yes, our courses are certified and recognized by relevant industry bodies and partners to ensure quality and global acceptance.
Every participant who successfully completes the course and meets assessment criteria receives a certificate that can boost your professional credibility.
Yes, our programs include job placement assistance, resume building, interview preparation, and career counseling to help you transition into new roles.
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