Module 8: Exam Preparation
Review of key concepts Practice exam questions Tips for successful
Module 7: Integration and Data Management
Integrating CSM with other ServiceNow applications Managing data imports and
Module 6: Reporting and Dashboards
Creating CSM reports Designing dashboards for customer service metrics Utilizing
Module 5: Service Level Agreements (SLAs)
Defining SLAs for customer service Monitoring SLA performance Configuring SLA
Module 4: Knowledge Management Integration
Linking knowledge articles to cases Managing the knowledge base Enhancing
Module 3: Case Management
Creating and managing cases Implementing case assignment and escalation rules
Module 2: CSM Setup and Configuration
Installing the CSM plugin Configuring account and contact management Setting
Module 1: Introduction to Customer Service Management
Overview of CSM Key features and benefits Understanding the CSM
