ServiceNow Customer Service Management training

Get Your Dream Job With Our ServiceNow Customer Service Management training

If you want to become a master in ServiceNow CMS, join the industry oriented ServiceNow customer service management training from the leading experts at HKR. Our course curriculum covers all the concepts in depth to provide you all the details required for the certification. Our expert trainers deliver the lecturers in a more pr.....actical way so as to gain realistic experience. During the training you will learn about how to set up, configure and manage the ServiceNow CSM applications. You will be working on real-time projects to get hands-on experience in this field. Get the industry-oriented ServiceNow customer service management course training from the certified mentors by joining HKR. Read more

Trusted Professionals   Batch Starts On: 7th Jun

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Why should I learn Servicenow CSM ?

Learning ServiceNow will show a wide range of opportunities for the job seekers.

Moreover, it has a demanding profile and most companies are searching for the ce.....rtified professionals in Servicenow platform. Read more

There is a great future scope and career growth in this field.

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Servicenow Customer Service Management Course Overview

ServiceNow platform can be integrated with many third party applications and data sources. The most common integrations are with CMDB, Incident Management, Problem Management, Change Management, User Administration, and Single Sign-on.  Our ServiceNow Integration Training includes varieties of techniques, most notably Web Services, JDBC, LDAP, Excel, CSV, and Email, as well as any industry standard technologies that use SOAP, REST, or WSDL. Additionally, API and command-line integrations can be done using a MID Server. 

HKR delivers the best industry-oriented ServiceNow CSM course that is in line with the certification exam. This course provides you in-depth knowledge of the content required for the business growth, such as configuring and managing the customer service management applications etc. During the training period, you can get full support and real-time project assistance from experienced professionals. Enroll today at HKR for accepting the new challenges to make the best outcome out of our ServiceNow customer service management online training.

Servicenow Customer Service Management Course Content Download Curriculum

HKR trainings is a highly specialised institute for taking up the ServiceNow customer service management training course that delivers exceptional training with the help of certified professionals in the industry. The entire course structure is classified into two sections which are further divided into different modules in depth. Now let's dive deep into each section separately.

  • What is CSM ?
  • CSM Capability Map
  • Building blocks of CSM
  • CSM vs Customized ITSM
  • Sample Uses Cases supported by CSM
  • CSM Value proposition
  • Essential plugins to Activate Customer service management
  • Additional plugins for Customer service management

What are the different Customer Types [ B2B, B2C, B2B2C ] and their key differences ?

  • Customer Data Models within ServiceNow
  • Which data model to be used and configure based on Customer type
  • Different Personal Roles, Responsibility Definitions like Account Manager, Relationship Mgr, Preferred Technician

Industry Data Models

  • Service Organizations [Internal & External]
  • Business Locations
  • Household
  • Administration

Customer Relationships

  • Account Team members
  • Consumer Team members
  • Household Team Members
  • Consumer Relationships
  • Household Relationships

What is Customer Support Portal [CSP] ?

  • B2B scenario
  • Process Roles and their authorization Restrictions
  • Self-Registration
  • Manage Contacts, Approve/Rejects registration requests
  • View Assets, Install Base, Publication
  • View Customer Service Catalog, Raise and view status of the Requests
  • Knowledge Base
  • View Articles
  • Provide Feedback and Rating
  • Ask Questions

What is Customer Service Portal [CSP]?

  • B2C scenario
  • Roles and their authorization restrictions.
  • Self-registration
  • View, Create, Comment, Accept/Reject solution provided for Cases
  • View Assets , Knowledge Articles, Self-service Catalog

User Experience Analytics for Service Portal Overview

  • Users and Guest Sessions
  • Technical Analytics [Browsers, OS, Devices)
  • Service Portal Activities like Knowledge article views, Search words
  • Automatic page tracking

Case Management Overview

  • What is Case ?
  • High Level Process flow
  • Case State Transitions
  • Case Types, Benefits, Architecture
  • Case Creation Process [Multiple Options like Portal, Chat, Email,..]
  • Case Categorization, Prioritization, Assignment
  • Case Resolution Options [Case Tasks, Knowledge Article, IM, PM, CM, RM]
  • Case Closure
  • Special Handling Notes
  • Case Escalations
  • Case Action Status

Roles and Responsibilities

Major Issue Management

Assignment Workbench

  • Skills, Schedule Based, Capacity/Load Balanced, Manual Assignment

Service Level Agreements [SLAs]

Case Action Status

Notifications & Survey

  • Products
  • Customer Asset
  • Install Base

Service Manager Homepage


  • Customer Service Agent
  • Customer Service Manager
  • Customer Service Executive
  • Proactive Customer Service – Advanced
  • CSM integration with Service Management Analysis
  • Major Issue Management Analysis

Key KPIs and Metrics

  • Explore CSM Agent Workspace
  • Components Installed with Agent Workspace for CSM
  • Set up CSM agent workspace
  • Customer Service Mobile application overview
  • Configure the CSM mobile application
  • Get Started with CSM Mobile app
  • Activate Proactive Customer Service Operations
  • Set up Proactive Customer Service Operations
  • Monitor and manage proactive cases
  • Integration with Event Management
  • Service Health Status for Install Base
  • Integration with field service management
  • CSM integration with service management
  • Integration with project portfolio management
  • CSM Integration with financial management
  • Integration with IT operations management
  • Continual improvement management with CSM
  • Integrate customer service management with Microsoft outlook

Activate Communities plugins

Community Service Portal


  • setup guide
  • Roles
  • Components [Content type, Feedback type, Access Type]
  • Forum and user permissions management
  • Community Subscriptions
  • Administer and Moderate

Analytics and Reporting Solutions for Communities

Enable knowledge harvesting


  • Components and User Interface
  • Administer and Moderate
We at HKR trainings provide the learners with practice Mock Interview Sessions and excellent Job Support at the end of the course.
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Servicenow Customer Service Management Training Highlights 100% Money Back Guarantee

20 Hrs Instructor-Led Training

Learn on your own timeline

Master Your Craft

Real-world & Project Based Learning

Lifetime LMS & Faculty Access

24/7 online expert support

Access to an online community forum

Customised course creation

Servicenow Customer Service Management Training Advantages

This Technology Offers Excellent Career Opportunities Worldwide.

Salaries Offered for Certified Professionals is Very High and More Number of People Started Learning this Course.

It has a Great Learning Scope

Streamlined Work Process Helps You Execute all Complex Tasks Easily.

Fast track your career growth with ServiceNow Customer Service Management training Certification course.

Servicenow Customer Service Management Online Training Objectives

Upon successful completion of ServiceNow customer service management training at HKR, you will learn the following things.

  • You will learn how to configure and manage the customer service management application.
  • You can create tasks and assign them along with dates.
  • Learn about routing and SLA’s.

The ServiceNow customer service management course benefits for the following list of professionals.

  • ServiceNow developers and administrators
  • IT professionals
  • Project Managers
  • Who are aspiring to learn ServiceNow Platform

There are no special requirements to take up this course. The one interested in enhancing their career and critical skills in ServiceNow CSM can attend the course.Basic knowledge of Servicenow system administration and IT technologies.

To start with the ServiceNow customer service management training course, you need to check with the best institute that delivers the knowledge. Before proceeding to join any training, take suggestions from the experts who had already learned the course. We at HKR, with a team of industry experts, are ready to fulfill your dream career to achieve a job in desired companies.

Once you complete the entire course and real-time projects and assignments, HKR delivers the course completion certification. This certification helps to get a job in any company very quickly.

Our trainers are highly qualified and certified with many years of industry experience and technology background in ServiceNow.

Certification differentiates you from the non-certified peers, and you can demand the best salary in the leading companies.

We, at HKR, provide complete guidance to reach your dream job. But your job will be based on your performance in the interview panel and the recruiter requirements.

Interested in our ServiceNow Customer Service Management training program ?

Servicenow Customer Service Management Training Options

We follow four formats for ServiceNow training for the flexibility of our students

Live Online Training

  • » Interact live with industrial experts.
  • » Flexible Schedule.
  • » Free Demo before Enroll.

1:1 Live Online Training

  • » Dedicated Trainer for you.
  • » 1:1 Total Online Training.
  • » Customizable Curriculum.


  Contact Us

Self-Paced E-Learning

  • » Get E-Learning Videos.
  • » Learn Whenever & Wherever.
  • » Lifetime free Upgrade.

Corporate Training

  • » Customized Training.
  • » Live Online/Classroom/Self-paced.
  • » 10+ years Industrial Expert Trainers.


Certification plays an important role in achieving your dream job. It demonstrates that you have acquired all essential skills to handle the critical tasks in real-world with little or no assistance from your subordinates. Organizations are preferring to hire candidates with certifications and are offering huge salary packages.

Servicenow Customer Service Management Certiifcation

We at HKR training help the learners in achieving appropriate certifications. Moreover, we also provide a course completion certificate for every course we offer. This certification shows that you are trained enough to handle real-time tasks and also sets you apart from the crowd. HKR certification is well recognized across all top MNCs and help you get into a job easily.

HKR Trainings Certification

Interested in our ServiceNow Customer Service Management training program ?

ServiceNow CSM Projects

We at HKR not only provide you Servicenow CSM Training with theoretical knowledge but also make you practically knowledgeable by making you work with real-world projects and case studies. Every course we offer includes two real-time projects which provide you with real-time experience. The practical knowledge improves your domain expertise and helps you in clearing the certifications with ease.

Our Learners



Good experience on the ServiceNow course. well trainers & quick response.
Varun Sharma

Varun Sharma

I can refer to this institute for Servicenow Courses on all Modules. I have done ServiceNow CSM trai.....ning with best classes. Thank you! Read more



well curriculum and well training with professionals. thanks to HKR Trainings.


Each and every class is recorded so if you missed any class you can review the recordings and clarify any doubts with the trainer in next class.

Yes, we don’t assure 100% placement assistance. We are tied up with some corporate companies so when they have a requirement we send your profiles to them.

Yes, we provide demo before starting any training in which you can clear all your doubts before starting training.

Our trainers are real time experts who are presently working on particular platform on which they are providing training.

You can call our customer care 24/7

Max of the students get satisfied with our training, if you are not then we provide a specialised training in return.

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