ServiceNow CSM Online Training Course Certification
Length
3 days / 3 weeks
Price
Days
Mon - Fri
Why Choose This Course
Customer Service Management (CSM) Essentials is a three-day, hands-on training course that teaches the core configuration and administration of ServiceNow’s Customer Service Management application. The course blends lectures, group discussions, and lab exercises to help you learn how to set up customer accounts and contacts, define entitlements and contracts, configure case types and state flows, and work effectively in CSM Configurable Workspace. You will practice addressing customer inquiries across channels, routing and assigning work with Advanced Work Assignment, and using analytics to track service performance.
Well-implemented customer service processes are central to improving resolution speed, customer satisfaction, and operational efficiency. This training focuses on practical administration tasks that teams use every day: case design and service definitions, special handling notes and SLAs, targeted communications for major issues, and data stewardship for sold products and install base items. You will also explore how CSM connects with other ServiceNow capabilities such as knowledge, service catalog, and service operations to support end-to-end experiences.
CSM Essentials is relevant to administrators, consultants, solution architects, and project managers who implement or govern customer service workflows on the Now Platform. The content aligns to the Certified Implementation Specialist pathway and helps you prepare to implement CSM features responsibly and at scale, without making unrealistic promises. A certificate of course attendance is included.
Prerequisites
- Welcome to ServiceNow and ServiceNow Administration Fundamentals are recommended. There are no formal prerequisites for this course.
Exam
Candidates can achieve this certification by passing the following exam(s).
- ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM). Exam code: CIS-CSM.
Books
Delivery
- Live virtual online training attend in real-time from anywhere
Skills Gained
- Describe CSM features, benefits, and high-level architecture
- Distinguish Interaction Management and Case Management and their lifecycles
- Configure baseline case design using case types and service definitions
- Administer customer data: consumers, accounts, contacts, contracts, and entitlements
- Manage sold products and install base records for B2B and B2C scenarios
- Work cases in CSM Configurable Workspace across digital and voice channels
- Route and assign interactions and cases with Advanced Work Assignment
- Apply special handling notes, SLAs, and escalations for priority management
- Use targeted communications and major issue management during incidents
- Build reports and dashboards to monitor customer service performance
- Maintain data quality and design governance for sustainable implementations
- Understand how CSM connects with knowledge, service catalog, and service operations
Audience
Course Schedule & Pricing
Choose the schedule that fits your life — all options include full course materials & certification support
Full-time immersion for rapid certification readiness.
Balance your career while you upgrade your skills.
Maximum flexibility for busy working professionals.
Outline
- Introduction to Customer Service Management on the Now Platform
- Roles and personas in customer service operations
- CSM data model overview: customers, accounts, and contacts
- Contracts and entitlements management
- Product model, sold products, and install base records
- Interaction Management vs Case Management concepts
- Case types and service definitions
- Case state flows and transitions
- Configuring CSM Configurable Workspace
- Channels: portal, email, phone, messaging, and social
- Advanced Work Assignment for interactions and cases
- Targeted communications and notification strategies
- Special handling notes, SLAs, and priority policies
- Major issue management and communications playbooks
- Knowledge Management for customer self-service
- Service Catalog integration for customer requests
- Reporting and dashboards for CSM performance
- Platform Analytics basics for customer service
- Data quality, governance, and reclassification practices
- Security and access considerations for CSM records
- B2B and B2C portal experiences
- Mobile experience overview for customers and agents
- Integration patterns with service operations and IT workflows
- Best practices and implementation checklist
Terms & Conditions
Frequently Asked Questions (FAQ's)
Is CSM Essentials available as classroom and on-demand training?
Does this course help me prepare for the CIS-CSM certification?
Do I need ServiceNow experience before attending?
Our Partnership
Reliable certification testing is vital for validating professional skills in today’s tech-driven world. As a Pearson VUE Authorised Centre, we provide a secure environment for globally recognised IT exams. This partnership ensures convenient access to certifications with the highest standards of integrity and accuracy.
Our Accreditations
