ServiceNow is a very prominent and elite name in Certifications, and almost every IT student wishes to get a Certified Implementation Specialist – Customer Service Management CIS-CSM certification. ServiceNow offers many certificates, and the students must pass the CIS-CSM exam from ServiceNow to become certified by the Certified Implementation Specialist – Customer Service Management.
What Is CSM?
In ServiceNow, CSM, or Customer Service Management, has flexibility and functionality. Some baseline functionalities of CSM include blocked external access, self-registration, customer portal, chat/virtual agent, agent workspace, significant issue management, install base, email reply/reply all/forward, assignment workbench, actionable case flows, and close case flow. One of the main points of CSM is that internal users can give admission to external users access to a B2B or B2C use case. With CSM in ServiceNow, there are two primary use cases: Business-to-Business (B2B) and Business-to-Consumer (B2C).
About the CIS-CSM Exam
The Certified Implementation Specialist – Customer Service Management (CIS-CSM) exam certifies that a successful candidate has the skills and necessary knowledge to lead and contribute to the configuration, implementation, and maintenance of the ServiceNow CSM application.
ServiceNow CSM (Customer Service Management) is a designer workflow and tools for connecting and tracking customer interactions. The goal of ServiceNow Customer Service Management is to manage the customer experience related to the engagement channel or type of interaction.
How ServiceNow CSM Modernizes Customer Service Management?
1. Smart Customer Service Management and Omnichannel Support
To drive creative and dynamic customer service solutions, ServiceNow CSM automates service requests and combines the request raising and resolution process across multiple channels such as chatbots, mobile apps, voice assistants, portals, etc. This allows a broader scope for customers to engage via the medium of their choice for issue resolution.
2. Decreased Routing and Resolution Time with Intelligent Automation
Suppose a customer’s request requires information from many departments. In that case, the ServiceNow CSM conducts a cross-company investigation by coordinating with respective departments, outlining the problem’s root cause, and finding the solution. The customer need not worry about the routing process. ServiceNow CSM quickly routes the issue to the expert and finds the answer.
This way, ServiceNow intelligent automation solutions can benefit businesses by having resolution times decreased by 100 percent by destroying the silos between critical departments; customer service teams get to the correct information and resolve issues faster than ever.
3. Customized to Preferred Channels
No two consumers are the same, nor are their requests or experience across various channels. ServiceNow CSM delivers services and experiences tailor-made to each customer and device. This improves the business’s capacity to provide a more tailored service delivery process. To achieve this, ServiceNow delivers self-service options and automates the customer demands resolution process through portals and virtual agents or chatbots.
4. Understand Customer Trends with Integrated AI Capabilities
Adding AI to ServiceNow CSM elevates ServiceNow with intelligent dashboards that use predictive intelligence to study consumer behavior concerning products and services and then detect the origin of the issue, inform and even advise resolutions even before its occurrence. The ServiceNow platform’s Operational Intelligence proactively detects and notifies users on how to manage potential risks in advance.
ServiceNow CSM integrated with performance analytics provides a deeper awareness of service trends and can benefit in locating common issues to be automated. In case of customer requests requesting information from different departments, The CSM process conducts a cross-company investigation by coordinating with respective departments, traces out the root cause of the problem, and derives the solution. Doing this manually is a time-consuming and costly process.
5. Offer Better Relationships
ServiceNow Customer Service Management module provides real-time solutions with better visibility and responsibility across various business teams by procuring service from diverse business groups of the organization, partners, and customers. Thereby resulting in robust end-to-end customer service.
Undoubtedly, you will require technology to prepare and pass the ServiceNow CIS-CSM exam, and it is an essential aspect of learning. After passing this Certified Implementation Specialist – Customer Service Management test, you can enjoy its actual benefits.
Remember, you cannot pass the Certified Implementation Specialist – Customer Service Management exam without practice and preparation. It is essential to remain relaxed on the day of the ServiceNow Certified Implementation Specialist – Customer Service Management exam. Instead of taking tension, you should work on important ServiceNow Customer Service Management topics. In this way, you can improve your chances of success.