About Course
The ServiceNow CIS – Customer Service Management (CSM) Certified Course is designed to provide practical knowledge and hands-on skills for managing customer service operations using the ServiceNow platform. Learners will gain expertise in case management, customer and contact management, service portals, knowledge management, workflows, SLAs, customer interactions, self-service, automation, reporting, and integrations. The course focuses on improving customer experiences, streamlining service processes, automating case resolution, and delivering efficient customer support across enterprise environments.
Key Features of Course Divine:
- Collaboration with E‑Cell IIT Tirupati
- 1:1 Online Mentorship Platform
- Credit-Based Certification
- Live Classes Led by Industry Experts
- Live, Real-World Projects
- 100% Placement Support
- Potential Interview Training
- Resume-Building Activities
CAREER OPPORTUNITIES AFTER SERVICENOW CIS – CSM:
- ServiceNow CSM Consultant
- ServiceNow CSM Administrator
- ServiceNow CSM Developer
- ServiceNow Implementation Consultant
- Customer Service Management Analyst
- Customer Experience (CX) Analyst
- ServiceNow Technical Consultant
- Customer Service Operations Analyst
- ServiceNow Support Engineer
- CSM Business Analyst
- Customer Service Automation Specialist
- ServiceNow Platform Specialist
ESSENTIAL SKILLS YOU WILL DEVELOP – SERVICENOW CIS – CSM:
- ServiceNow CSM Platform Administration
- Customer & Account Management
- Contact & Consumer Management
- Customer Case Management
- Case Assignment, Routing & Escalation
- Customer Service Workflows & Automation
- SLA & Entitlement Management
- Knowledge Management & Self-Service
- Customer Portal Configuration
- Virtual Agent & Conversational Support
- Reporting & Dashboard Development
Tools Covered:
- ServiceNow Customer Service Management (CSM)
- Customer Case Management
- Customer & Account Management
- Contact & Consumer Management
- Customer Service Portal
- Service Catalog
- Knowledge Management
- ServiceNow Flow Designer
- Virtual Agent
- Service Level Management (SLA)
- IntegrationHub
- Performance Analytics
Syllabus:
MODULE 1: CSM FUNDAMENTALS
- ServiceNow CSM Overview & Architecture
- CSM Applications & Navigation
- Users, Roles & Access Management
- CSM Configuration & Administration
MODULE 2: CUSTOMER & ACCOUNT MANAGEMENT
- Customer Account Configuration
- Contacts & Consumers
- Customer Data & Relationships
- Account Teams & Responsibilities
MODULE 3: CASE MANAGEMENT
- Customer Case Creation & Lifecycle
- Case Classification & Prioritization
- Case Assignment & Routing
- Case Escalation & Resolution
MODULE 4: CASE WORKFLOWS & AUTOMATION
- Case Tasks & Activities
- Flow Designer & Workflow Configuration
- Approvals & Notifications
- Automated Case Assignment & Resolution
MODULE 5: CUSTOMER SERVICE PORTAL
- Customer Service Portal Fundamentals
- Portal Configuration & Personalization
- Customer Self-Service
- Case Submission & Tracking
MODULE 6: KNOWLEDGE MANAGEMENT
- Knowledge Base Configuration
- Knowledge Articles & Categories
- Article Approval & Publishing
- Customer Knowledge Search & Feedback
MODULE 7: SLA & ENTITLEMENTS
- SLA & Entitlement Fundamentals
- Entitlement Rules & Conditions
- SLA Tracking & Escalation
- Customer Service Contracts & Commitments
MODULE 8: OMNICHANNEL & VIRTUAL AGENT
- Customer Interaction Management
- Virtual Agent Fundamentals
- Chat & Conversational Support
- Automated Customer Service
MODULE 9: REPORTING & INTEGRATION
- CSM Reports & Dashboards
- Performance Analytics
- REST & SOAP API Integration
- IntegrationHub & External Systems
MODULE 10: CIS-CSM IMPLEMENTATION & PROJECT
- CSM Administration & Troubleshooting
- CSM Implementation Best Practices
- Customer Experience Optimization
- Real-Time Enterprise CSM Implementation Project
Industry Projects:
- Enterprise Customer Case Management
- Customer Account & Contact Management
- Automated Case Assignment & Routing
- Customer Self-Service Portal
- Knowledge Management & Customer Support
- SLA & Entitlement Management
- Customer Service Workflow Automation
- Virtual Agent & Conversational Support
- CSM Reporting & Executive Dashboards
- Customer Service Integration Project
- Customer Experience Optimization
Who is this program for?
- ServiceNow Administrators & Developers
- Customer Service Professionals
- CRM & Customer Experience Professionals
- Customer Support & Service Desk Professionals
- Business Analysts
- Customer Service Managers
- IT Operations Professionals
- ServiceNow Implementation Professionals
- Freshers & Graduates
- Professionals Transitioning to ServiceNow CSM
How To Apply:
Mobile: 9100348679
Email: coursedivine@gmail.com
📩 After Successful Payment
Please share the following details with us to confirm your enrollment:
- Full Name
- Course Name
- Payment Screenshot / Transaction ID
- Email Address
- Mobile Number
Email: info@coursedivine.com
WhatsApp: +91 9100348679.
