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所在平台: Udemy |
课程主页: https://www.udemy.com/course/servicenow-csm-product-overview/
课程评论：没有评论
课程名称：ServiceNow 客户服务管理 - 产品概述 课程概述：本课程将介绍 ServiceNow 客户服务管理的各种产品功能。我们通过简化的用例来说明这些功能，围绕日常常见的客户服务情景展开。培训涵盖客户服务管理的三个方面，即客户体验、代理体验和管理体验。通过本课程，您将了解到客户服务管理如何对客户、代理和管理层产生积极影响。这是一门免费课程，作为 CSM 用户培训和 CSM 实施者培训的先修课程。 ServiceNow 客户服务管理产品简介：ServiceNow 客户服务管理应用程序能够为您的外部客户提供所需的服务和支持。例如，客户可以通过网络、电子邮件、聊天、电话和社交媒体进行沟通和寻求帮助。借助客户服务管理应用程序，您可以自动化流程，为服务代理提供必要的客户系统和工具的可见性，从而向客户提供主动服务。 客户服务管理应用程序的关键好处包括： 1. 连接团队以提升效率：通过将前台、中台和后台办公室整合在一起，主动解决客户问题，并通过自动化促进更多自助服务。 2. 实现客户产品和服务的实时可见性：通过向受影响的客户发送预警，主动检测和防止问题发生，识别和预测趋势，推动可操作的改进，并自动解决最常见的问题。 3. 直接识别和分配问题：连接团队以追踪问题解决，通过直接联系客户的部门迅速解决问题，同时维护已知问题的记录，以便未来客户不会再经历相同的问题。 无论是开始还是扩展客户服务管理的实施，课程将帮助您了解可利用的功能，以改善客户服务体验，并跟踪案例的整个过程。
In this course, you will learn about various product features of ServiceNow customer service management. I have tried to simplify the feature explanation using a use case. I have taken a very common day to day use case of customer service. This training covers all three aspects of customer service management i.e. customer experience, agent experience and management experience. You will learn how CSM is useful for customers, agents and management through this training. This is a free course and acts as a pre-requisite for CSM user training and CSM implementer training.A brief about ServiceNow Customer Service Management product:The ServiceNow Customer Service Management application enables you to provide the service and support that your external customers need. For example, your customers can communicate and get the help through the web, email, chat, telephone, and social media. With the Customer Service Management application, you can automate your processes and give your service agents visibility into the customer systems and tools that they need to deliver proactive services to your customers. Key benefits of the Customer Service Management application include:Connecting your teams to boost efficiency: You can bring your front, middle, and back offices together so that you can proactively address customer issues and enable more self-service through automation.Establishing real-time visibility into your customers' products and services: Proactively detect and prevent issues by sending preemptive alerts to your affected customers. You can identify and predict trends to drive the actionable improvements and automate the resolutions for the most often recurring problems.Identifying and assigning your issues directly: You can connect your teams to track issues to a resolution by directly contacting the customer's department and quickly resolving these issues. You can also maintain a record of the known issues so that future customers don't have to experience the same problems.Whether starting or expanding your implementation of Customer Service Management, learn more about the available features that you can use to improve your customer service experience and to track your cases from start to finish.
