Customer Service Management (CSM) Essentials

Customer Service Management Essentials is a three-day instructor-led course designed for professionals who configure, administer, and implement the ServiceNow Customer Service Management product.

The course combines structured lectures, group discussions, and extensive hands-on labs to help participants build practical CSM skills. Working in their own student instance, learners apply implementation best practices across case management, interaction handling, customer data administration, workspace configuration, and analytics. This course replaces both the previous CSM Fundamentals and CSM Implementation courses.

The following courses are mandatory. Data and student feedback show that skipping these prerequisites directly impacts performance in this course:

• Welcome to ServiceNow (on demand)
• ServiceNow Administration Fundamentals (instructor-led or on demand)
• ServiceNow Platform Implementation (instructor-led or on demand)

• Duration: 3 days
• Format: Instructor-led training (in-person and virtual) across multiple time zones

• Course Coverage: ServiceNow platform including CSM Configurable Workspace, Advanced Work Assignment, Case Management, Service Portal, and Customer Service Management applications

This course is designed for ServiceNow customers, partners, and employees who administer features, functions, and data associated with Customer Service Management. It is a strong fit for professionals in the following roles:

• Customer Service Management Administrators and ServiceNow System Administrators responsible for administering CSM applications
• Technical and Solution Consultants and Architects configuring, developing, or supporting CSM applications
• Project, Program, and Engagement Managers leading CSM implementations

By the end of this course, learners will be able to:

• Describe the Customer Service Management product in terms of features, benefits, and architecture
• Define essential customer service concepts including the difference between Interaction Management and Case Management and their end-to-end lifecycles
• Manage and administer customer data including Consumers, Accounts, Contacts, Contracts, Entitlements, Sold Products, and Install Base items
• Address customer inquiries and resolve issues using Cases, Case Types, Case Tasks, State Flows, Escalations, and Major Issue Management
• Configure baseline Case configuration using Case Types and Service Definitions
• Configure and use CSM Configurable Workspace to manage cases across multiple communication channels
• Enhance agent productivity using Advanced Work Assignment for Interactions and Cases
• Manage cases using Special Handling Notes and Targeted Communications
• Track business process health using analytics for Customer Service Management

After completing this course, learners can apply their CSM configuration and administration skills in real-world ServiceNow deployments. This course also serves as a strong foundation for professionals pursuing deeper specialization in Customer Service Management implementation and platform architecture.

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#1. What does this course replace? 

This course replaces both the previous CSM Fundamentals and CSM Implementation courses and includes the most up-to-date content for the ServiceNow Customer Service Management product.

#2. Are the prerequisites mandatory? 

Yes. The prerequisites for this course are mandatory. Data and student feedback confirm that skipping them directly affects performance in class. Learners must complete Welcome to ServiceNow, ServiceNow Administration Fundamentals, and ServiceNow Platform Implementation before attending.

#3. Will I get hands-on practice during the course? 

Yes. The course includes extensive hands-on labs in a personal student instance, along with live demonstrations and group activities such as knowledge checks and concept reviews throughout each module.

#4. Who is this course designed for? 

This course is designed for CSM Administrators, System Administrators, Technical and Solution Consultants, Architects, and Project or Engagement Managers who are involved in administering, configuring, or implementing the ServiceNow Customer Service Management product.