Lesson 1: CSM Architecture, Accounts, Contacts, Consumers, Products, Installed Products, and Service Models

Lesson Overview

This lesson develops practical capability in csm architecture, accounts, contacts, consumers, products, installed products, and service models for the ServiceNow Customer Service Management Essentials Training. Learners connect platform data, workflow, security, user experience, testing, and operational support.

Topics Covered

CSM Architecture, Accounts, Contacts, Consumers, Products, Installed Products, and Service Models: purpose, terminology, architecture, personas, and measurable business outcomes
ServiceNow applications, tables, records, roles, workspaces, data relationships, and configuration used for csm architecture, accounts, contacts, consumers, products, installed products, and service models
Requirements, process design, dependencies, controls, governance, and implementation sequencing for csm architecture, accounts, contacts, consumers, products, installed products, and service models
Hands-on configuration and workflow practice focused on customer data and service model
Testing, validation, dashboards, diagnostics, troubleshooting, documentation, release, and operational support for csm architecture, accounts, contacts, consumers, products, installed products, and service models

Practical Activity

Create a design or configuration worksheet for csm architecture, accounts, contacts, consumers, products, installed products, and service models: purpose, terminology, architecture, personas, and measurable business outcomes.
Build and validate a practical ServiceNow exercise for hands-on configuration and workflow practice focused on customer data and service model.
Review logs, reports, test evidence, controls, and documentation for testing, validation, dashboards, diagnostics, troubleshooting, documentation, release, and operational support for csm architecture, accounts, contacts, consumers, products, installed products, and service models.

Key Takeaways

Explain the architecture and business purpose of csm architecture, accounts, contacts, consumers, products, installed products, and service models.
Configure or implement the core ServiceNow capabilities required for hands-on configuration and workflow practice focused on customer data and service model.
Validate results, identify common failure points, document decisions, and support a controlled release.

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ServiceNow Customer Service Management Essentials Training 1 Section4 Lessons24 Hours

Curriculum