|
所在平台: Udemy |
课程主页: https://www.udemy.com/course/mastering-servicenow-csm-fast-track-training/
课程评论：没有评论
课程名称：全新客户服务管理(CSM)课程 概述：在这个快速培训课程中，充分发挥ServiceNow客户服务管理(CSM)的潜力，专为IT专业人员、管理员和业务分析师设计。无论您是ServiceNow的新手还是希望提升CSM技能的从业者，本课程将引导您了解核心概念、实际配置和最佳实践，以提供卓越的客户服务。您将学习如何设置和管理案例、自动化服务流程、与外部系统集成，并为客户创造无缝的体验。通过逐步演示、引导实验和专家提示，您将获得管理复杂CSM环境的信心，加速您的ServiceNow职业发展，助力职业生涯成功。 您将学到： - CSM架构、组件和数据模型 - 案例和账户管理 - 配置服务水平协议(SLA)、工作流程和知识库 - 与外部系统（如CTI、CRM）的集成 - 设置门户并改善用户体验 - CSM的性能分析和报告 立即加入，快速成为ServiceNow CSM专家！
Unlock the full potential of ServiceNow Customer Service Management (CSM) in this fast-track training course designed for IT professionals, administrators, and business analysts. Whether you're new to ServiceNow or looking to sharpen your CSM skills, this course will guide you through core concepts, real-world configurations, and best practices to deliver outstanding customer service.You'll learn how to set up and manage cases, automate service processes, integrate with external systems, and create a seamless experience for your customers. With step-by-step demos, guided labs, and expert tips, you'll gain the confidence to manage complex CSM environments and accelerate your ServiceNow career to excel in your professional life.You'll also get to know how to create cases from customer service portal, CSM/FSM configurable workspace and native view.You'll also explore advanced features like Playbooks, AI Search, and Virtual Agent integration, empowering you to build intelligent, scalable solutions that enhance customer satisfaction and streamline service operations across your organization.What You'll Learn:CSM architecture, components, and data modelCase and account managementConfiguring SLAs, workflows, and knowledge basesIntegrations with external systems (e.g., CTI, CRMs)Setting up portals and improving user experiencePerformance analytics and reporting for CSMJoin now to become a ServiceNow CSM expert-faster.
