ServiceNow CSM Training Online

SKU: 2957
7 Lesson
|
40 Hours
igmGuru offers ServiceNow CSM Training Program designed for learners of all levels. The course covers all essential topics of Customer Service Management, including CSM fundamentals, case and interaction management, data model configuration, omni-channel setup, entitlement and contract management, workspace optimization, and many more. Our course curriculum is developed by seasoned ServiceNow CSM experts with over 15 years of industry experience. Enroll now in our ServiceNow CSM Certification Training to gain practical, hands-on experience through real-world use cases, guided labs, and implementation scenarios.
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ServiceNow CSM Training

Overview

Prerequisites

  • Basic understanding of ServiceNow navigation
  • Familiarity with forms, lists, tables, roles, and UI
  • Basic knowledge of how SaaS/cloud platforms work

What Will You Learn

  • What is Chaos Engineering?
  • What is Customer Service Management vs IT Service Management (ITSM)
  • Architecture of the CSM solution on the ServiceNow platform
  • Understanding B2B vs B2C models and how they differ in CSM workflows
  • Configuration of core data and reference tables in CSM
  • Concepts of Interactions (inquiries, chat, web form), and Cases (issue, request, complaint) and their lifecycles
  • Routing, assignment rules, matching logic, agent workspace configuration, Advanced Work Assignment (AWA) and agent affinity
  • Integration of service catalog, community, knowledge base with CSM portal experiences
  • Understanding Product Models, Sold Products, Install Base Items and how they support case/issue handling
  • Integration of CSM with other modules/apps (e.g., Field Service, ITSM, Asset Management)

Key Features

Course Curriculum

1. Overview of Customer Service Management
2. CSM vs ITSM
3. Key features, benefits, and architecture
4. Understanding business challenges solved by CSM
1. Accounts, Contacts, Consumers (B2B & B2C)
2. Product Model, Install Base, Entitlements
3. Data architecture and relationships
4. Configuration of core customer and product tables
1. Interactions vs Cases
2. Email-to-Case, Chat, Portal submissions
3. Agent Workspace & Omni-Channel setup
4. Advanced Work Assignment (AWA) & routing
1. Case lifecycle configuration
2. SLAs, escalation rules, workflows
3. Case tasks, major issue management
4. Analytics & dashboards for service quality
1. B2B & B2C portal configurations
2. Knowledge base, community, chatbot
3. Proactive customer service & AI experiences
4. Enhancing customer satisfaction metrics
1. Service definitions & contract-based entitlements
2. Sold products & install base mapping
3. How entitlements impact case routing and resolution
1. Integration with ITSM, Field Service, and Asset Management
2. Flow Designer & CSM-specific automation
3. Governance, upgrade best practices
4. CSM data hygiene & platform optimization
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1-800-7430-173 (US Toll Free)
+91 7240740740 (India)
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Course Fees

Online Class Room Program

US $ 799.00
100% Money Back Guarantee
  • Duration : 40 Hrs
  • Plus Self Paced

Classes Starting From

  • Fast Track Batch 28 May 2026
  • Weekday Batch 01 Jun 2026
  • Weekend Batch 30 May 2026

Corporate Training

Corporate Training
  • Customized Training Delivery Model
  • Flexible Training Schedule Options
  • Industry Experienced Trainers
  • 24x7 Support
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Want to know Today's Offer

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ServiceNow CSM Certification

This course is aligned with below mention official certification exams:

Certification Name

ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM)

Exam Format

  • Duration: 130 minutes
  • Number of Questions: ~ 60
  • Passing Score: Unofficial reports say ~ 60–70%
  • Type: Multiple choice (single-answer) and multiple select
  • Mode: Online proctored or at an authorized test center (via Webassessor)

Exam Cost

USD $450 for the exam voucher.

ServiceNow CSM Certification

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