Customer Service Management (CSM) Implementation Workshop

Customer Service Management (CSM) Implementation Workshop is a three-day advanced hands-on implementation course for professionals implementing ServiceNow Customer Service Management.

In this workshop, learners configure a base CSM instance using a fictitious scenario and user stories. The course is organized into sprints and retrospectives, where participants work in small teams to research solutions, complete configurations, and present their work to the class.

Throughout the course, learners apply their existing CSM and Now Platform knowledge across foundational data, portals, knowledge management, CSM Configurable Workspace, Advanced Work Assignment, Virtual Agent, Service Level Management, reporting, and playbooks.

The following courses are required. Knowledge from these courses will be applied directly throughout the workshop:

• ServiceNow Administration Fundamentals
• ServiceNow Certified System Administrator (CSA)
• Customer Service Management Essentials

The following courses are strongly recommended. Concepts from these courses will be expected throughout the three days:

• Case Types, Service Definition, and Service Catalog
• Customer Service Management Implementation Best Practices
• Contact Center as a Service (CCaaS) Integrations
• Customer Relationship Management Foundation: Customer Data Foundation
• Customer Portal and Configurable Portal Widget
• Customer Relationship Management Foundation: Customer Product Foundation
• Knowledge Management for Customer Service Management

• Duration: 3 days
• Format: Instructor-led training (in-person and virtual)
• Platform Support: ServiceNow platform including CSM Configurable Workspace, Advanced Work Assignment, Virtual Agent, Service Level Management, Knowledge Management, and Playbooks

This course is designed for professionals implementing the ServiceNow Customer Service Management product, including:

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

Learners must have working knowledge of the Now Platform including navigation, form configurations, tables, plugins, security, service catalog, service level agreements, dashboards, users, groups, and roles.

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

• Identify key resources needed for a CSM implementation
• Enable required CSM plugins
• Create groups, internal business locations, and product models
• Extend the Case table
• Clone and configure the /csp and /blsp portals
• Create a knowledge base for both authenticated and unauthenticated users
• Configure the CSM Configurable Workspace
• Create service channels, presence states, work item queues, and Advanced Work Assignment eligibility and reject reasons
• Configure and route unauthenticated chat
• Enable lookup and verify functionality
• Create Service Level Agreements and dashboards for reporting
• Configure playbooks

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.

ServiceNow highly recommends completing the Customer Service Management Implementation Workshop before attempting the Certified Implementation Specialist – Customer Service Management (CIS-CSM) exam. 

The course does not directly review exam topics, but it provides hands-on implementation experience that can help learners prepare more effectively. 

#1. Is this course suitable for beginners? 

No. This is an advanced-level course. Learners are expected to have completed ServiceNow Administration Fundamentals, the Certified System Administrator exam, and Customer Service Management Essentials before attending. Working knowledge of the Now Platform is required.

#2. Are step-by-step instructions provided during labs? 

No. This course does not provide step-by-step instructions. Learners research how to implement solutions using Now Create, ServiceNow product documentation, and other available resources, with trainer guidance focused on critical thinking and best practices.

#3. How is this course structured? 

The course is organized into sprints and retrospectives. Participants work in small teams to research and complete assigned user stories, then present their configurations to the full class during retrospective sessions.

#4. Does this course prepare me for the CIS-CSM exam? 

Yes, indirectly. While the course does not directly review exam topics, it is strongly recommended to complete this workshop before attempting the Certified Implementation Specialist – Customer Service Management (CIS-CSM) exam, as the hands-on experience helps build practical implementation readiness.