CUSTOMER SERVICE MANAGEMENT FUNDAMENTALS

1. Introduction
[VIDEO]

[VIDEO]
2. Customer Service Management Principles
2.1 What is Customer Service Management
2.2 Customer Service Managemente in the NOW Platform
EXAMEN
EXAMEN
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applications/concept/c_DelegatedDevelopment.html
https://docs.servicenow.com/bundle/tokyo-application-development/page/build/
applications/concept/c_ApplicationAccessSettings.html
EXAMEN
 3. Customer Service Management and Process Integrations
3.1 Customer Service Management with other ServiceNow Applications

Customer Service Management with Other ServiceNow Applications

 3.2 Customer Service Management with ITSM
CSM and ITSM: Similarities and Differences
CSM vs ITSM: Key Stakeholders
Customer Service Management with ITSM: When to Use Them Both
Customer Service Management Integration with Service Management
Customer Service Management Integration with ITSM: Request Management
Customer Service Management/ITSM Integration and External Customers
CSM and ITSM Integration Roles

EXAMEN
http://docs.servicenow.com/
CSM and ITSM: Knowledge Check
Review and Wrap Up
4. Customer Service Management Foundation Data
4.0 Business Models
 4.1 Customer Service Terminology
Customer Service Management — Concepts, Definitions, and Key Principles
 4.2 Business Models
Business Models
Business Models — Customer Portfolio
Review

4.3 Customer Portfolio: Business to Consumer (B2C)

Customer Portfolio: B2C
Customer Portfolio: B2C
Customer Portfolio: B2C — Households
Review

4.4 Lab 02 – Consumers

4.5 Customer Portfolio: Business to Business (B2B)

Customer Portfolio: B2B
Customer (Accounts)
Accounts Hierarchy Setup
Address Data Model for Account
Customer Portfolio: Partner Accounts
Accounts Relationships Setup
Review
4.6 Lab 03 – Accounts, Contacts and Hierarchies

4.7 Lab 04 – Patners, Contacts and Account Relationships

4.8 Product Portfolio

Introduction to Product Portfolio
Product Portfolio
Products and Assets
Asset Management Definitions
Products and Assets
Product Models and Asset Records
CSM Asset
Summary
Review and Wrap Up

4.9 Lab 05 – Asset Management - Products and Assets

4.10 Asset Management and CMDB

CSM Asset Management and CMDB Data Model
4.11 Service-aware Install Base
Digital Services Principles
Service-aware Install Base Overview

EXAMEN
Service-aware Install Base Need #1

EXAMEN
Service-aware Install Base Data Model
EXAMEN
Service-Aware Install Base Need # 2
Product Portfolio: Asset Contacts

EXAMEN
Review and Wrap Up
4.12 Lab 06 – Asset Management and CMDB

4.13 Lab 07 - Asset Management - Services and Bundles

4.14 Lab 08 - Service-aware Install Base

4.15 Wrap Up for Business Models and Portfolios

Wrap Up
4.16 Service Contract and Entitlements

Contracts
EXAMEN
Entitlements

EXAMEN
Guidelines for Entitlements

EXAMEN
Review and Wrap Up
4.17 Lab 09 - Service Contracts and Entitlements
 5. Organizational Structure and Case - Basic Principles
5.1 Organizational Structure

Customers and Products

Customer Support Desk Organizational Structure

Internal and External Roles

EXAMEN

Customer Service Teams

EXAMEN
Account Teams
EXAMEN
Review and Wrap Up
5.2 Lab 10 - Customer Service Groups and Skills

5.3 Lab 11 - Account Teams and Responsibility Definitions

5.4 Case — Basic Principles

Case and Case Types

EXAMEN
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Case Form Overview

Omni-Channel Support

EXAMEN
Case State Flow
EXAMEN
Case Action Status, Blocking Tasks, and Actionable Case Flows

EXAMEN
Automatically Close Cases in the Resolved State

EXAMEN
Case Resolution - Managing Performance

EXAMEN
Useful Features
EXAMEN
Special Handling Notes
EXAMEN
Review and Wrap UP
S
5.5 Lab 12 - Configure Case Process

6. Customer Experience
6.1 Customer Service Portals
Why Self-Service Is Important

EXAMEN
CSM Service Portals

EXAMEN
Customer Portal Locale

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localization-framework/concept/region-language-mapping.html
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id=learning_course_prev&course_id=32fdb1711b963054a9c0a717624bcb1b

Engagement Messenger

EXAMEN
AI Search
https://nowlearning.servicenow.com/lxp?id=search&q=introduction%20to%20AI%20search

Customer Personas
Contact Administration

EXAMEN
Customer Contact Self-Registration

EXAMEN
Consumer Account Creation (B2C)
Custom URL
Review and Wrap Up

6.2 Lab 13 - Customer Service Portal - Contact Administration

6.3 Lab 14 - Customer Service Portal - Self-Registration

 6.4 Lab 15 - Consumer Service Portal - Self-Registration

6.4 Lab 16 - Consumer Service Portal - Product Registration

6.5 Customer Service Portals Commonalities and Capabilities

Customer Service and the Knowledge Base

EXAMEN
Walk-up Experience for Customer Service

EXAMEN
Walk-Up for Customer Service Features

EXAMEN
Service Catalog

EXAMEN

Create Case from Catalog

EXAMEN
Product Portfolio: Contextual Service Request
Targeted Communications
EXAMEN
Targeted Communications - Recipient List

EXAMEN
Customer Communities
Case Management Integration
Review and Wrap Up
6.6 Lab 17 - Customer Service Portal – Partners

6.7 Lab 18 - Customer Service Portals Commonalities

6.8 Lab 19 - Targeted Communications
 7. Agent Experience
7.1 Beneficial and Practical Functions to Assist Agents

Parent-Child Synchronization
EXAMEN

Flow Designer

EXAMEN
Cases and Knowledge Management
EXAMEN
Time Recording

EXAMEN
Customer Service Case Digests
EXAMEN

Review and Wrap Up

 7.2 Introduction to Virtual Agent

Chat
EXAMEN

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support.html
Virtual Agent

EXAMEN
Virtual Agent Conversations

EXAMEN
Conversation Autopilot

EXAMEN
Additional Chat Features

EXAMEN
Conversational Messaging

EXAMEN
Review and Wrap Up

7.3 CSM Workspace Experience

Customer Service Management Workspaces

EXAMEN
Customer Service Management Workspaces in Next Experience
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Workspace Platform Features

EXAMEN
CSM Workspaces – Roles

EXAMEN
Form Header and Ribbons
EXAMEN
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header-in-sidebar.html

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ws-form-header.html

https://docs.servicenow.com/bundle/tokyo-platform-user-interface/page/administer/workspace/task/configure-forms-workspace.html

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header-in-sidebar.html

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ribbon.html
Lookup and Verify

EXAMEN
Agent Chat: Quick Actions and Response Templates

EXAMEN
Email Communication
CSM Configurable Workspace - Dynamic Related Records
EXAMEN
Customer Central
Conversation Monitoring

EXAMEN
Sidebar
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https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/conversational-interfaces/task/configure-sidebar.html

Review and Wrap Up

7.4 Lab 20 - CSM Configurable Workspace
7.5 Lab 21 - Customer Service Management with ITSM

7.6 Case Routing and Assignment

Case Routing and Assignment Overview

EXAMEN
Assignment Workbench
EXAMEN
Advanced Work Assignment

EXAMEN
Review and Wrap Up
7.7 Lab 22 - Advanced Work Assignment

7.8 Case and Account Escalation

Overview
Escalation Templates and Escalation Severity
Case and Account Escalation
Review and Wrap Up
7.9 Lab 23 - Case and Account Escalation
8. Tracking and Analysis
 8.1 Tracking and Analysis
Why Tracking and Analysis is Important
CSM Responsive Dashboards

EXAMEN
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t_SpecifyingALoginLandingPage.html

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concept/exploring-your-next-experience-homepage.html

https://docs.servicenow.com/bundle/tokyo-platform-user-interface/page/administer/navigation-and-ui/concept/
next-experience-admin-landing-page.html

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ui16-landing-page-in-next-experience.html

Performance Management and KPIs

Performance Analytics vs. Reporting
The Power of Performance Analytics
Performance Analytics Content Pack for Customer Service
Customer Service Satisfaction Surveys
Review and Wrap Up
9. Additional Customer Service Management Capabilities
9.1 Additional Customer Service Management Capabilities
Playbooks for CSM
Outsourced Customer Service
Proactive Customer Service Operations
Customer Project Management
Workforce Optimization for Customer Service
Process Optimization Content Pack for CSM
Overview of the Customer Service Mobile application
Customer Service Mobile Interface Features
Mobile Applet Configuration
Personas and Usage
Review and Wrap Up
10. Appendix A: Customer Service Teams – Knowledge and Skills
Customer Service Teams: Knowledge and Skill Sets
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Employee Retention Profit Chain