CSMSQServiceNowSQ-CSM1.0<p>What you will learn in this course: </p> <ul> <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: <ul> <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><h5>Mandatory Prerequisites:</h5><ul> <li><span class="cms-link-marked"><a class="fl-href-prod" href="/ibb/en/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="/ibb/en/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> <h5>Recommended Prerequisites:</h5><ul> <li>ITIL v3 or ITIL 4 Foundation Certification</li></ul>What you will learn in this course: - Explore the Customer Service Management application, related applications in the ServiceNow platform, use cases and architecture - Manage core Customer Service data such as: - Case, and case types - Consumers, accounts, account relationships and account hierarchies - Contacts, contact relationships, account teams and responsibility definitions - Contracts, entitlements, and service level agreements (SLAs) - Assets, service-aware install base - Configure case forms and state flows - CSM workspaces and advanced work assignment - Case and account escalation, and major issue management - Communication channels, including walk-ups - Explore Reporting and Performance Analytics - Create Targeted Communications and Special Handling Notes - Investigate other key process applications including the Customer and Consumer Service Portals, and Communities - Explore Customer Service Management with IT Service Management and other ServiceNow applicationsMandatory Prerequisites: - ServiceNow Administration Fundamentals (SNAF) - ServiceNow Platform Implementation (SNPI) Recommended Prerequisites: - ITIL v3 or ITIL 4 Foundation Certification3 days2538.002538.002538.00