The CSM Specialist track focuses on ServiceNow's Customer Service Management module. You will learn to configure the Customer Service Portal, build case management workflows, design playbooks for guided resolution, and set up omnichannel support. Graduates are positioned for customer service technology consultant and ServiceNow CSM specialist roles in enterprise environments.
Anita Rao
CSM Solutions Architect, 9 yrs exp.
Introduction to ServiceNow CSM, customer portal architecture, service-aware CMDB, and self-service configuration for customer topics.
Case types, assignment rules, SLA definitions for customer cases, agent workspace configuration, and multi-channel case creation.
Designing playbooks for structured case resolution, guided decisions, and process automation within customer service workflows.
Configuring email, chat, phone, and social media channels. Virtual Agent setup for automated customer interactions and deflection.
Integrating CSM with third-party CRM tools, building customer satisfaction dashboards, and Performance Analytics for service metrics.
Build a complete CSM solution including customer portal, case management, playbooks, and omnichannel support. Stakeholder demo and feedback session.
Free Demo Session
Free session · No credit card required
