Master Customer Service with ServiceNow
Empower your team to deliver exceptional customer experiences with ServiceNow Customer Service Management (CSM). This comprehensive course equips you with the skills to:
- Streamline Workflows: Automate routine tasks and centralize customer interactions for faster resolution times.
- Enhance Collaboration: Foster seamless teamwork between agents and departments, ensuring customers receive consistent, high-quality service.
- Drive Self-Service: Empower customers to find answers and resolve issues independently through a user-friendly customer portal.
- Gain Real-Time Visibility: Track key metrics, identify trends, and make data-driven decisions to continuously improve customer satisfaction.
Ideal for:
- Customer service representatives seeking to elevate their efficiency and effectiveness.
- Team leads and managers looking to optimize customer service operations.
- Organizations aiming to transform customer experiences and build lasting customer loyalty.
By the end of this course, you'll:
- Become proficient in using ServiceNow CSM features to streamline service delivery.
- Develop strategies to improve agent productivity and customer satisfaction.
- Gain valuable insights from customer data to make informed business decisions.
- Transform your customer service approach from reactive to proactive, exceeding customer expectations.
Enroll today and empower your team to deliver exceptional customer service!
Course Syllabus
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
