Unlock ServiceNow Customer Service Management (CIS-CSM) Tips

سرفصل های دوره

Master CSM: Certified Implementation Specialist Essentials for Success, Performance and Customer Service Excellence.

1 - Introduction to ServiceNow CSM

1 - Overview of ServiceNow CSM

2 - Understanding the ServiceNow Platform

3 - Role of a ServiceNow CSM Implementation Specialist

2 - CSM Fundamentals and Core Concepts

4 - Customer Service Management Basics

5 - Understanding CSM Data Model

6 - CSM Application Architecture

7 - CSM Roles and Responsibilities

3 - Case and Account Management

8 - Introduction to Case Management

9 - Understanding Account and Contact Management

10 - Case Assignment and Routing

11 - Service Level Agreements SLAs in CSM

4 - Advanced CSM Capabilities

12 - CSM Portal and Customer Experience

13 - Knowledge Management in CSM

14 - Integrating CSM with Other Applications

15 - Performance Analytics for CSM

5 - CSM Process Automation

16 - Automating Workflows in CSM

17 - Business Rules in CSM

18 - Introduction to Predictive Intelligence in CSM

6 - CSM Security and Compliance

19 - Overview of Security in CSM

20 - Compliance and Regulatory Requirements in CSM

7 - Reporting and Performance Monitoring

21 - Introduction to CSM Reporting

22 - Customizing Reports in CSM

23 - Dashboard Creation in CSM

8 - CSM Implementation Strategies

24 - CSM Implementation Best Practices

25 - Customer Onboarding and Transition

26 - PostImplementation Considerations

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تولید کننده: Udemy