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

ServiceNow Customer Service Management Syllabus

Modules

Engagement Methodology and Project Planning

  • Project Phases
  • Working with Clients
  • Customer Service Management System Setup and Configuration

  • verview of CSM Application
  • CSM in ServiceNow
  • CSM Setup
  • Customer Service Management Integration

  • Integration Capabilities
  • Integration with 3rd Party Systems
  • CSM Portal, Knowledge Management, Service Catalog, Communities, and Performance Analytics

  • CSM Portals
  • Knowledge Management
  • Service Catalog
  • Communities and Performance Analytics