Adopting a Platform Owner Mindset
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Customer Service Management (CSM) Essentials
Attend Customer Service Management Essentials to master the core configuration and administration of the ServiceNow® Customer Service Management (CSM) product.
FormatsVirtual Classroom Live · Classroom Live · On-Demand
What you’ll learn
- Describe the Customer Service Management product in terms of features, benefits, and architecture
- Define essential customer service concepts and processes, including the difference between Interaction Management and Case Management and their end-to-end lifecycles
- Manage and administer customer data such as Consumers, Accounts, Contacts, Contracts, Entitlements, Sold Products, Install Base items, etc.
- Address customer inquiries and resolve issues using Cases, Case Types, Case Tasks, State Flows, Escalations, Major Issue Management, etc.
- Configure the baseline Case configuration using Case Types and Service Definitions
- Configure and use CSM Configurable Workspace to manage and work Cases originating from a variety of communication channels
- Enhance agent productivity using Advanced Work Assignment for Interactions and Cases
- Manage cases intelligently using Special Handing Notes and Targeted Communications
- Track the health of the business processes using analytics for Customer Service Management
Upcoming training
Dates and availability are confirmed by Bolt when we follow up. All times are shown in the provider’s stated time zone.
2026-10-19 — 2026-10-219:00 AM - 5:00 PM CDT
Virtual Classroom LiveONLINE · English
2026-11-23 — 2026-11-259:00 AM - 5:00 PM CST
Virtual Classroom LiveONLINE · English
2026-12-14 — 2026-12-169:00 AM - 5:00 PM CST
Virtual Classroom LiveONLINE · English