ServiceNow Customer Service Management
Course Overview
The ServiceNow Customer Service Management (CSM) training program provides participants with the knowledge and hands-on skills needed to implement and configure customer support services using ServiceNow’s powerful CSM application suite.
This course focuses on delivering seamless and proactive customer service by integrating case management, knowledge base, virtual agents, field service, and product issue resolution. Learn how to unify teams across departments and empower both customers and agents through automation, visibility, and efficient workflows.
Why Choose This Course
Learn to design and implement end-to-end customer service experiences
Reduce resolution times with automated workflows and intelligent case routing
Integrate CSM with field service, asset management, and product support
Improve customer satisfaction through self-service portals, knowledge, and AI tools
Prepare for roles in ServiceNow CSM implementation or customer operations strategy
Who Should Enroll
Customer service managers and support leads modernizing support operations
ServiceNow administrators and consultants focusing on CSM implementations
Business analysts and CRM professionals transitioning to platform-based service models
Field service coordinators and back-office teams integrating with CSM
Professionals pursuing careers in digital customer service, experience, or platform consulting
Skills You Will Gain
Configuring case types, workflows, SLAs, and entitlements in CSM
Building Customer Service Portals and configuring Account & Contact models
Managing product models, asset relationships, and field service dispatch
Creating and linking knowledge articles, virtual agents, and community engagement tools
Setting up proactive issue detection using performance analytics and alerts
Integrating CSM with CMDB, ITSM, and external CRM or ERP systems
Career Opportunities
ServiceNow CSM Consultant
Customer Experience Manager (ServiceNow-enabled)
Digital CRM Analyst
Service Operations Specialist
Customer Support Systems Administrator
In demand across telecom, finance, IT services, logistics, retail, and any industry prioritizing customer retention and automation of service operations.
Redefine Customer Support with Connected, Automated Solutions
ServiceNow CSM empowers organizations to go beyond ticketing—by connecting people, processes, and data into one powerful platform. Gain the expertise to transform customer service into a true value driver.
Enroll in ServiceNow CSM Training at Linux Training Center, Coimbatore
