ServiceNow Customer Service Management Essentials Training
Build practical ServiceNow skills in customer accounts, contacts, products, installed products, cases, entitlements, SLAs, knowledge, portals, omnichannel, workspaces, automation, and service analytics through four structured lessons, hands-on exercises, implementation guidance, testing, diagnostics, and governance.
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-by SkillDynamo
- 0 Students
- Last updated
Course Description
SkillDynamo’s ServiceNow Customer Service Management Essentials Training develops practical capability in customer accounts, contacts, products, installed products, cases, entitlements, SLAs, knowledge, portals, omnichannel, workspaces, automation, and service analytics. Learners progress from architecture and terminology through configuration, workflow, security, data, user experience, validation, troubleshooting, deployment, and operational governance. The content is independently rewritten for SkillDynamo and should be delivered against the learner’s licensed ServiceNow release and enabled applications.
What You Will Learn
- Explain the architecture, terminology, data model, personas, workflows, and business outcomes associated with customer accounts, contacts, products, installed products, cases, entitlements, SLAs, knowledge, portals, omnichannel, workspaces, automation, and service analytics.
- Configure or implement the core ServiceNow records, roles, security, automation, integrations, experiences, and reporting required by the course.
- Test realistic scenarios, validate data and process results, diagnose common issues, and document implementation decisions.
- Apply release, governance, security, adoption, maintenance, and continuous-improvement practices appropriate to the product scope.
Who Should Attend
ServiceNow administrators, implementers, consultants, process owners, analysts, developers, and operations professionals seeking practical product expertise.
Recommended Prerequisites
ServiceNow platform fundamentals, basic administration, data, security, workflow, and the relevant business-process knowledge are recommended.
SkillDynamo Training Approach
Training combines instructor demonstrations, guided ServiceNow labs, configuration or implementation exercises, scenario-based troubleshooting, test evidence, governance checks, documentation, and a practical final review. Menus and capabilities may vary by ServiceNow family, Store application version, licensing, and enabled plugins.
Curriculum
- 1 Section
- 4 Lessons
- 24 Hours
- Course Curriculum4 Items
- 1.1Lesson 1: CSM Architecture, Accounts, Contacts, Consumers, Products, Installed Products, and Service Models6 hours
- 1.2Lesson 2: Cases, Entitlements, SLAs, Assignment, Escalation, Major Cases, Knowledge, and Agent Workspace6 hours
- 1.3Lesson 3: Customer Portals, Omnichannel, Virtual Agent, Proactive Service, Field Service, and Automation6 hours
- 1.4Lesson 4: Analytics, Integrations, Security, Governance, Troubleshooting, and CSM Operations6 hours
SkillDynamo Expert Team
SkillDynamo Expert Team
The SkillDynamo Expert Team delivers practical training in ServiceNow platform administration, application development, ITSM, ITOM, ITAM, HRSD, CSM, FSM, SPM, SecOps, IRM, analytics, architecture, and AI-enabled workflows.
- Hands-on configuration and implementation exercises
- Data, workflow, security, testing, deployment, and troubleshooting guidance
- Version-aware, governance-focused ServiceNow practices
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