ServiceNow’s customer service management training objective is to understand and gain an understanding of current service patterns and determine common problems that can be easily automated in their ServiceNow system. Our trainers are here to make you build expertise in you. Want to have an exciting career in ServiceNow? You’re in the right place. We are specialized in particularly on this ServiceNow platform for various types of services offered by ServiceNow company and training the same to aspirants. Join us to build your career.
Servicenow Customer Service Management Course Highlights
ServiceNow enabled up to six percent of happiness in internal customer loyalty scores.
Increased customer satisfaction and retention, resulting in $6.6m in benefits.
Intelligent Apps lead to a twenty-five percent enhancement in customer happiness.
Servicenow Customer Service Management Training Curriculum
Module 1 Customer service management
- Customer service overview
- Activate Customer service management Additional plugins for Customer service management
- Configure Customer service management
- Foundation data
- Case management
- Customer service case types
- Customer project management
- Service management integration
- Manage skills
- Communication channels
- Customer service portal
- Consumer service portal
- View the number of bot-based sessions
- Multi-factor authentication for customer and consumer service portals
- Customer service properties
Proactive Customer service operations
- Activate Proactive Customer service operations
- Outage tracking for install base
- Integration with event management
- Service health status for install base
- Set up Proactive Customer service operations
- Use Proactive Customer service operations
Integrate Customer service management with other applications
- Integration with field service management
- CSM integration with service management
- Integration with project portfolio management with financials
- CSM Integration with financial management
- Integration with IT operations management
- Continual improvement management with CSM
- Integrate customer service management with Microsoft outlook
Administer Customer service management
- Anonymous chat
- Customer service management flow designer actionsDomain separation in Customer service management
- Extension points in Customer service management
- Knowledge product entitlements
- Limit knowledge base access to internal users
- Mandatory skills
- Quick start tests for Customer service management
CSM agent workspace
- Explore CSM agent workspace
- Set up CSM agent workspace
- Use CSM agent workspace
- Components installed with agent workspace for CSM
The mobile experience for Customer service management
- Customer service mobile application overview
- Configure the Customer service mobile application
- Get started with the Customer service mobile application
Manage Customer service cases
- Manager tasks
- Agent tasks
Additional Customer service management features
- Predictive intelligence for case management
- Customer service case digestsCreate cases as a proxy contact
- case and account escalationAgent calendar
- Similar case recommendations
- Targeted communications
- Time recording for customer service management
- Customer service management for orders
Customer service Analytics and reporting solutions
- Service manager homepage
- Customer service agent dashboard
- Customer service manager dashboard
- Customer service executive dashboard
- Proactive Customer service-advanced dashboard
- CSM integration with service management analysis
- Major issue management analytics
Major issue management
- Activate Major issue management
- Major, candidate, and child cases
- Recipients lists
- Major case form view
- Configure case synchronization
- Propose a case as a Major case candidate
- Create a Major case candidateApprove or reject a Major case candidate
- Create a Major case
- Create child cases for a Major case
- Include a current case as a child to a major case
- Components installed with Major issue management
Use the Customer service portal
- Manage contacts from the customer portal
- Manage customer registration requests
- Allocate a reach to a resource from the customer portal
- Search for information using the customer portal
- Deflect cases with knowledge and community content
- See asset information from the customer service portal
- View or update customer contact information
- Customer notification preferences
- Alter your password simply from the customer service portal
- Contact self-registration
- View item details from the CSP
- Build a product case from the customer service homepage
- Interact with an executive from the customer service portal
- See or change a case from the customer service portal
- See a publication on the CSP
- Complete a customer service satisfaction survey
- Ask for a product or service from the customer service portal
- See records concerned to a case from the customer and its service portals
- Close a case from the CSPGet help using virtual agent conversations
- See install require details from the customer service portal
- Build a case for install require from the customer service homepage
Use the Consumer service portal
- Portal usage calculation
- Register for the Consumer service portal
- Log in to the CSPTransform your password from the CSP
- View or edit a Consumer profile
- Enroll a product from the Consumer service portal
- See a record of items from the CSP
- BUild a case from the CSP
- View a case from the CSP
- Approve or disapprove a case solution from the CSP
- Interact with an executive from the CSP
- Interact unknowingly with an executive from the CSP
- View a publication on the Consumer service portal
Reference information
- Customer service cases list
- Customer service case form
Components installed with Customer service management
Tables installed with Customer service manage
Module 2 ServiceNow Communities
Objectives:
- Activate Communities plugins
- Properties installed with Communities
- Communities roles
- Community setup guide for admins
- Domain separation in Communities
- Quick start tests for Communities
- Configure a Community
- Community content types
- Community feedback types
- Community access types
- Configure video sources for a Community
- Configure Community forums
- Forum and user permissions management
- Configure the Community profile
- Enable users to self-register to a Community
- Create Community Terms and Conditions
- Community Service Portal
- Analytics and Reporting Solutions for Communities
- Migrate Social Q&A data to Communities
- View Community logs
- View Community feedback and bookmarks tables
- Create a case from a discussion
- Enable knowledge harvesting
Moderate a community
- Configure general moderation settings
- Configure moderation settings for a new user
- Configure abuse reporting Configure user banning
- Configure moderation filtersBan a user
- Revoke a user ban
- Approve or reject content
- Disable comments
- Remove content
Use a community
- Community homepage features for logged in users
- Navigating the activity feedNavigating the forum homepage
- Community homepage features for non-logged in users
- Self-register to a Community
- Search the CommunityUse a Community profile
- Community subscriptions
- Request membership to a forum
- Accept an invitation to join a forum
- Post and reply to content in the Community
- Report inappropriate Community content
- Harvest knowledge from a CommunityLook a list of queries and build a case
Gamification
- Gamification components
- Gamification user interface components
- Administer gamification
- Moderate gamification
Modes Of Training
We follow four formats for ServiceNow Customer Service Management training for the flexibility of our students
Batchwise Training
A batch of some single-digit count students are assigned to a faculty.
One-One Training
One student is assigned to one faculty at some fixed customized time of the student.
Self-Paced Training
Videos of previous classes are shared with the students. It also includes clarification of the doubts at the end of the class.
Corporate Training
Our expert faculty team visits corporates and takes sessions.
About NIAN:
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Our Company
Training Center :
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- +91 8309809394
- info@niantraining.com
