Detailed Course Outline
Module 1: Introduction
Objectives
- Define essential concepts such as Customer Service Management, Customer, Service Provider, and Service Request Channels
- Differentiate between a Case and an Interaction
- Describe the CSM application architecture in terms of applications and features
- Hands-on practice
Module 2: Customers
Objectives
- Define common business models such as B2B, B2C, and B2B2C
- Extend a customer data model
- Create and manage core customer data
- Relate customer data to interactions, cases, and case tasks
- Hands-on practice
Module 3: Interactions
Objectives
- Get skilled in Interaction Management in the CSM Configurable Workspace
- Discuss Communication channels and differentiate between Agent Chat and Virtual Agent
- Configure interaction routing using Advanced Work Assignment
- Discuss Agent Affinity
- Hands-on practice
Module 4: Products and services
Objectives
- Define Products and Product Models
- Discuss Install Base management and its components - Sold Products and Install Base Items
- View the Install Base Data Model Hierarchy
- Discuss Install Base Industry Use Cases and implementation Best practices
- Introduce Contracts, Entitlements, and Entitlement Workflows
- Hands-on practice
Module 5: Case
Objectives
- Review the concept of Case and case initiation
- Describe the Case Lifecycle flow
- Recognize the importance of SLAs for improved Case management
- Use Special Handling Notes to highlight important case details
- Work cases in the CSM Workspace and explore CSM customizations
- Identify the benefits of Case Types
- Configure custom Case Types
- Hands-on practice
Module 6: Case initiation
Objectives
- Discuss Case Routing and assignment and review available configuration options
- Explore how Agent Affinity enhances Advanced Work Assignment
- Introduce Service Definitions in the context of Case Types
- Configure the Case Type Selector
- Review the Email-to-Case and Service Catalog-to-Case process flows
- Hands-on practice
Module 7: Case in progress
Objectives
- Define Case Tasks and use them to manage cases more efficiently
- Get familiar with Case Task Service Definitions and how they relate to Case Types
- Configure Blocking Tasks
- Escalate and manage an escalated Case
- Configure Case Summaries
- Hands-on practice
Module 8: Case resolution and closure
Objectives
- Explore the Case Resolution process flow
- Capture Case Details using Post Case Review notes
- Configure automatic case closure
- Generate CSM process feedback through automated surveys
- Hands-on practice
Module 9: Major Case Management and Targeted Communications
Objectives
- Determine when to promote a Case into a Major Case
- Get familiar with the structure of a Major Case
- Manage Affected Customers using the Recipient List
- Explore the Major Case Management process flow
- Configure Targeted Communications
- Hands-on practice
Module 10: Metric Strategy
Objectives
- Discuss the importance of having a Metric Strategy
- Review and discuss best-practice CSM metrics
- Navigate persona-based dashboards
- Review the CSM dashboard configuration process
- Get a quick look into analysis and metric building tools
- Hands-on practice