The fast introduction to Customer Service Management
Trainer:innen mit langjähriger Praxiserfahrung
Best Practices aus vielen Kundenprojekten
Available as webinar or classroom training
Auf Anfrage auch auf Englisch verfügbar
For classroom: Top locations with lunch and refreshments during breaks
from600 EUR520 EUR plus VAT. 80 EUR Savings
Price per participant
In our Customer Service Management Workshop you will learn the core elements of Customer Service Management (roles, case handling, supporting platform functionalities) within one day.
Thus, the course prepares even participants without previous knowledge of ServiceNow comprehensively for the handling of cases. Run through the lifecycle of a case using a ServiceNow instance and optimize your customer service from the inquiry to the solution.
This workshop is aimed at employees of a company that wants to introduce or has introduced CSM. The target group of the workshop are agents working on cases or customer service managers. To participate in this workshop it is not necessary to have previous experience with ServiceNow. We will explain how to use the tool during the workshop.
Learn which roles are required to work on cases, create new accounts and also which roles your customers need to create new cases.
Which different statuses are used on the case? How can I communicate towards the customer? How can customers create cases?
How can a knowledge base help me solve cases? How can I use Visual Task Boards to organize my cases.
You recognize the benefits of using CSM to improve the customer experience.
You will learn about the relationships between individual cases (parent and child) and their prioritisation.
They learn how to use the task boards to structure the work on cases.
You will get to know the Knowledgebase and learn how it supports case solving.
Our workshops are interactive and are supported by Power Point - because this is the only way to ensure sustainable learning success. For this reason, we will often work directly in a ServiceNow instance during these workshops to loosen up the learning content and at the same time simulate its application in practice.
All day 09:00 - 17:00
ServiceNow Walk Through
The mentioned end times are to be understood as guidelines. Changes in the schedule may occur, for example, due to smaller groups, a good basic understanding of the topic or similar. Times are also planned for the follow-up or preparation of topics on one's own. In addition to the morning and afternoon break of approx. 15 minutes and the lunch break of approx. 1 hour, there are also shorter screen breaks (5-10 min.) in between virtual trainings.