SPECIALIST

Customer Service Management (CSM)

Master customer-facing service delivery, case management, omni-channel experience and self-service portals on the ServiceNow CSM platform.

Intermediate Flexible timing
Complete Curriculum
What you will
learn step by step.

Every module is taught live with hands-on exercises in a real ServiceNow instance.

01
CSM Foundation & Architecture
  • CSM data model: accounts, contacts and consumer records
  • Business and consumer service portals
  • CSM Workspace and agent interface overview
  • Integration touch points with ITSM and Field Service
02
Case Management
  • Case creation, categorisation and routing rules
  • Playbooks and guided decisions for agents
  • SLAs, entitlements and service contract enforcement
  • Case escalation and major case management
03
Omni-Channel & Communities
  • Email, phone, chat and virtual agent channels
  • Customer Community portal and self-service
  • Customer Conversations and CTI configuration
  • Proactive customer service management
04
Agent Workspace & Productivity
  • Agent Workspace layout and panel configuration
  • Knowledge integration and suggested responses
  • Task management and activity stream setup
  • CSM Performance Analytics and dashboards
05
CSM Configuration & Customisation
  • Decision tables and routing criteria setup
  • Business rules and client scripts for CSM
  • Notification and outbound email configuration
  • Data import and CRM system integration basics
06
CSM Implementer Certification Prep
  • Exam domains, weightings and question format
  • Scenario-based practice questions
  • Common implementation challenges and gotchas
  • Real-world CSM case studies and review
Program Outcomes
By the end of this program,
you will be able to:
Design and implement end-to-end CSM solutions
Configure omni-channel customer service capabilities
Build customer-facing portals and communities
Prepare for the CSM Implementer certification

Career Opportunities

Roles You Can Target

Customer Service Management specialists are sought after to implement and optimise CSM solutions for enterprise clients.

ServiceNow CSM Consultant
Customer Service Management implementation, configuration and support.
csm

Ready to get started?

Live batches running every month · 100% placement support · Real project practice

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