Lesson 3: Customer Portals, Omnichannel, Virtual Agent, Proactive Service, Field Service, and Automation

Lesson Overview

This lesson develops practical capability in customer portals, omnichannel, virtual agent, proactive service, field service, and automation for the ServiceNow Customer Service Management Essentials Training. Learners connect platform data, workflow, security, user experience, testing, and operational support.

Topics Covered

Customer Portals, Omnichannel, Virtual Agent, Proactive Service, Field Service, and Automation: purpose, terminology, architecture, personas, and measurable business outcomes
ServiceNow applications, tables, records, roles, workspaces, data relationships, and configuration used for customer portals, omnichannel, virtual agent, proactive service, field service, and automation
Requirements, process design, dependencies, controls, governance, and implementation sequencing for customer portals, omnichannel, virtual agent, proactive service, field service, and automation
Hands-on configuration and workflow practice focused on digital channels and automation
Testing, validation, dashboards, diagnostics, troubleshooting, documentation, release, and operational support for customer portals, omnichannel, virtual agent, proactive service, field service, and automation

Practical Activity

Create a design or configuration worksheet for customer portals, omnichannel, virtual agent, proactive service, field service, and automation: purpose, terminology, architecture, personas, and measurable business outcomes.
Build and validate a practical ServiceNow exercise for hands-on configuration and workflow practice focused on digital channels and automation.
Review logs, reports, test evidence, controls, and documentation for testing, validation, dashboards, diagnostics, troubleshooting, documentation, release, and operational support for customer portals, omnichannel, virtual agent, proactive service, field service, and automation.

Key Takeaways

Explain the architecture and business purpose of customer portals, omnichannel, virtual agent, proactive service, field service, and automation.
Configure or implement the core ServiceNow capabilities required for hands-on configuration and workflow practice focused on digital channels and automation.
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