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所在平台: Udemy |
课程主页: https://www.udemy.com/course/servicenow-cis-csm-customer-service-management-exam/
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**Coursera课程总结：ServiceNow CIS-CSM CSM认证考试准备** **课程概述：** 本课程旨在帮助学员为ServiceNow CIS-CSM（客户服务管理）认证考试做好充分准备。考试规格详细定义了获得此认证的目的、目标受众、考试选项、内容覆盖范围、测试框架及先决条件。成功通过此考试的学员将证明其具备领导和参与ServiceNow客户服务管理（CSM）应用的配置、实施和维护的技能和关键知识。 **推荐经验：** * 拥有实施ServiceNow CSM的实际经验，或在ServiceNow实例中维护CSM应用套件的经验。 * 对客户服务流程、行业数据结构和案例工作流有实际的了解。 * 熟悉行业术语和缩略语。 **考试范围（学习领域）：** 考试内容主要分为以下几个关键主题和具体目标： 1. **CSM基础数据模型：** * 业务模型 * 产品模型 * 安装基线管理 * 合同和权益 2. **CSM配置：** * ServiceNow中的CSM * 路由和分配 * 案例类型 * 渠道 3. **案例管理：** * 案例状态流程 * 重大问题管理 * 案例摘要和业务规则定义 * CSM工作空间 * 案例操作、任务和升级 4. **CSM工作空间、门户、服务目录、分析和报表：** * 门户和Service Catalog * 特殊处理说明、SLA和定向通信 * 平台分析和报表 **该课程将为学员提供必要的知识和实践经验，以有效应对CIS-CSM认证考试，并在实际工作中为ServiceNow CSM的成功部署和管理做出贡献。**
Are you ready to prepare for the ServiceNow CIS-CSM Customer Service Management exam ?The ServiceNow Certified Implementation Specialist - Customer Service Management Exam Specification defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites to earn the Certified Implementation Specialist - Customer Service Management certification.The ServiceNow Certified Implementation Specialist - Customer Service Management exam certifies that a successful candidate has the skills and essential knowledge to lead and contribute to the configuration, implementation, and maintenance of the ServiceNow Customer Service Management application.Additional Recommended ExperiencePractical experience implementing ServiceNow Customer Service Management (CSM) or maintaining the CSM application suite in ServiceNow instancesPractical knowledge about customer services processes, industry data structures, and case workflowsGeneral familiarity with industry terminology and acronymsExam Scope -Learning domains are the key topics and specific objectives included in the exam. Exam content or exam items are divided into learning domains.1. CSM foundational data modelBusiness modelsProduct modelsInstall base managementContracts and entitlements2. CSM configurationCSM in ServiceNowRouting and assignmentCase typesChannels3. Case managementCase state flowsMajor issue managementCase digests and service definitionsCSM workspaceCase actions, tasks, and escalationsCSM Workspace, Portals, Service Catalog, Analytics, and ReportingPortals and Service CatalogSpecial handling notes, SLAs, and Targeted communicationsPlatform Analytics and Reporting
