Introduksjon

ServiceNow Customer Service Management (CSM) Implementation-kurset gir deltakerne praktisk erfaring med å planlegge og gjennomføre en CSM-implementering. Du arbeider med konfigurasjoner, brukerhistorier, løsninger og presentasjoner i en egen ServiceNow-studentinstans med begrenset konfigurasjon og testdata. Kurset varer i tre dager og dekker blant annet portaler, chat, ruting, kunnskapsbaser og rapportering.

Målgruppe

Kurset passer blant annet for:

Administratorer for Customer Service Management og ServiceNow-systemadministratorer
Tekniske konsulenter, løsningskonsulenter og arkitekter
Prosjekt-, program- og engasjementsledere
Prosessledere eller administratorer med ansvar for arbeid som støttes av Customer Service Management i ServiceNow

Sammendrag

Kurset dekker blant annet aktivering av CSM-plugins, oppretting av grupper og produktmodeller samt utvidelse av tabeller. Deltakerne konfigurerer portaler, kunnskapsbaser, arbeidsområder, servicekanaler, chat, ruting og playbooks. De arbeider også med Service Level Agreements og dashboards for rapportering.

Detaljert innhold

This advanced course is designed for administrators, implementers and architects who want to apply their Customer Service Management and platform knowledge to problem solve and implement Customer Service Management.

In this 3-day advanced level hands-on implementation course, attendees will configure a base instance for Customer Service Management based upon a fictitious company scenario and user stories. This course is organized into sprints and retrospectives. Participants are divided into smaller groups where they will research how to complete these stories, be assigned a specific user stories to complete, and configure the system while collaborating with their teammates. After each sprint, learners return to the full class for a sprint retrospective exercise. During the retrospective, each group presents their completed stories, explains how they completed the configuration, and answers questions about the choices they made.

Throughout the class, learners will utilize their existing knowledge of Customer Service Management and other important training to apply what they have learned.

Virtual Learning

This interactive training can be taken from any location, your office or home and is delivered by a trainer. This training does not have any delegates in the class with the instructor, since all delegates are virtually connected. Virtual delegates do not travel to this course, Global Knowledge will send you all the information needed before the start of the course and you can test the logins.

Kommende kurs

Kursdatoer

Ingen kommende kursdato er publisert ennå.

Kontakt oss for informasjon om neste gjennomføring.

SG Partner

Hvorfor velge SG Partner?

Vi gjør det enkelt å finne riktig kurs og riktig gjennomføring for deg og din virksomhet.

Offisielle kurs

Kursinnhold fra anerkjente teknologileverandører og fagmiljøer.

Erfarne instruktører

Praktisk og faglig undervisning med fokus på kompetanse du kan bruke.

Fleksibel gjennomføring

Velg mellom tilgjengelige virtuelle, fysiske og bedriftsinterne kurs.

Personlig rådgivning

Vi hjelper deg med å finne kurs og kompetanseløp som passer behovet ditt.

FAQ

Ofte stilte spørsmål

Blir dette kurset tatt opp?

90 % av våre kurs blir tatt opp. Kontakt oss, så sjekker vi om opptak er tilgjengelig for dette kurset.

Hvor lenge varer kurset?

Kursets oppgitte varighet er 3 Dag(er).

Kan jeg ta en sertifisering?

Kurset kan være relevant som forberedelse til sertifisering. Se kursbeskrivelsen for informasjon om aktuell sertifisering og eksamen.

Hvilke forkunnskaper trenger jeg?

This course assumes learners have taken all prerequisite courses in its associated learning path. Knowledge from the learning path will be applied during this course. Learners best prepared to succeed in this course are required to have completed: • ServiceNow Administration Fundamentals • ServiceNow Certified System Administrator (CSA) • Customer Service Management EssentialsIt is highly recommended to complete these courses before attending Customer Service Management Implementation Workshop. Many concepts from these courses will be utilized throughout the 3-day training and it is expected learners will understand and be able to apply this information. • 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

Hvem passer kurset for?

This course is suitable for individuals implementing ServiceNow Customer Service Management. This includes:- Customer Service Management Administrators/ ServiceNow System Administrators - who will be administering the applications related to the ServiceNow Customer Service Management (CSM) product. - Technical /Solutions Consultants and Architects - who will be configuring, developing or supporting Customer Service Management (CSM) product. - Project/Program/Engagement Managers - who will be learning implementations of Customer Service Management in ServiceNow. - Process Managers or Administrators - who have oversight of work which will be facilitated using Customer Service Management in ServiceNow.Learners must have a working knowledge of the Now Platform, including navigation, form configurations, tables, plugins, security, service catalog, service level agreements, dashboards, users, groups, and roles.

Kan kurset leveres som bedriftsinternt kurs?

Ja.

Hvor kan kurset leveres?

Kurset kan leveres over hele Norge, blant annet i Oslo, Kristiansand, Stavanger, Bergen, Trondheim og Tromsø.