Customer Service Management (CSM) Implementation

Lesson

• Check knowledge of CSM Basics
• Learn how to configure communication channels and agent workspace
• Learn when and why to use case types
• Investigate assignment workbench and advanced work assignment
• Introduce guided decisions and outsourced customer service
• Introduce predictive intelligence

Lab

• Class Preparation
• Inbound email flows
• Case types
• CSM agent workspace
• Case skill determination
• Advanced work assignment for CSM
• Outsourced customer service

Lesson

• Configure the customer portals
• Investigate knowledge management
• Introduce walk-up experience for customer service
• Learn how field service management interactions with CSM

Lab

• CSM Portal Page
• Portal Case Creation
• CSM Knowledge Base Management
• Knowledge-cantered service for CSM

Lesson

• Introduce Now Create
• Explore implementation basics and recognize the importance of Organizational Change Management (OCM)
• Discuss workshop strategy, requirements gathering, and implementation best practices including integrations and data migration

Lab

• Auto-Close Resolved Cases

Lesson

• Performance best practices and reporting
• Learn how to use performance analytics to manage CSM
• CSM reporting
• Improving knowledge performance through search analysis

Lab

• In-Form Analytics Dashboard

A: The Now Platform, which was created in the cloud and was developed from the bottom up with a single data model and a single, scalable architecture, provides smooth data flow between applications and existing systems. The Now Platform offers enterprise-scale workflow automation, enabling you to enhance the productivity, agility, and resilience of company operations. Delivery teams may speed up service delivery and free up teams to work on higher-value tasks that spur enterprise-wide innovation by using out-of-the-box digital processes that automate routine service requests. And with native development and integration tools, you can easily extend ServiceNow’s digital workflows or create new digital workflows on the same platform. This flexibility lets you create the right experiences you need for a better way to work, or in disruptive situations, a better way to respond.

A: Implementing ServiceNow means fundamentally changing the way in which people work. To bring you the most value, any implementation – big or small – requires the careful balancing of people, process and technology.

A: The versatility and scalability of the ServiceNow platform set it apart from other platforms. When implementing ServiceNow, it's important to continuously analyse and adjust workflows as well as continue to optimise and automate them.

An Agile work method will help you maintain the flexibility needed to do just that. Because such an approach places:

Individuals and interactions over processes and tools

Working software over comprehensive documentation

Customer collaboration over contract negotiation

Responding to change over following a plan

In prioritizing implementation goals and issues in this way, it is easier to assess which elements cause the least friction, but create the most value for your business.

 A: Radiant Telelearning offers customized training delivery solutions for individuals, teams and businesses depending upon what they require. Here is how we help each one through our diverse formats.

Dedicated Classroom Training program

Onsite: To meet the needs & expectations of our corporate clients all over the world, our expert will travel all the way to your location to deliver the training program at a premise of your choice & convenience.

Offsite: Our client and Individual professionals across the world travel all the way to India to attend our classroom training sessions. We assist them in services like accommodation, Airport pick & drop, daily cab & Visa assistance.

Public Batches: Corporates & Individual professionals across the world can nominate their employees or themselves in our classroom or online public batches. Our public batches would have a limited number of participants to ensure individual attention. As the participants are from different background and companies, you learn from everyone’s experience.

On-the-Job Learning: Our team of consultant would help you to execute end-to-end project and simultaneously learn the technology.

A: Radiant Telelearning offers customized solutions and training programmed for individuals, teams and businesses depending upon what they require. Here is how we help each one through our diverse formats.

Individuals / One-O-One Training

• Focused learning sessions
• Programmed scheduling according to your choice
• Get personalized attention
• Choose what technology interests you

Teams: Enroll for our Classroom or online Public Batches

• Get our specialized updated content for different skill levels
• Get on-demand learning and solve problems quickly
• Get help from the ground level through sequential learning

Enterprise:

• Get customized training programmed and solutions that can be curated especially for your business
• Meet needs of all learners
• Let your employees be geared up for all kinds of problem solving
• Inspire your teams for future
• Update your employees with latest information stretching from technology, business leadership to marketing

A: Radiant Telelearning has a large pool of in-house certified trainers & consultants with strong background and working experience on the technology.

Radiant Telelearning offers more than 800+ courses and for each course Radiant have identified best-in-class instructors.

Radiant has highly intensive selection criteria for Technology Trainers & Consultants, who deliver you training programs. Our trainers & consultants undergo rigorous technical and behavioral interview and assessment process before they are on boarded in the company.

Our Technology experts / trainers & consultants carry deep dive knowledge in the technical subject & are certified from the OEM. Our faculty will provide you the knowledge of each course from fundamental level in an easy way, and you are free to ask your doubts any time from your respective faculty.

Our trainers have patience and ability to explain difficult concepts in a simplistic way with depth and width of knowledge.

 A: Radiant Telelearning offers training programs on the weekday, weekend, and a combination of weekdays and weekends. You can always choose the schedule that best suits to your need.

A: To attend the training session you should have an operational Desktops or Laptops with required specification along with good internet connection to access the labs. 

A: We would always recommend you to attend the live session to practice & clarify the doubts instantly and get more value from your investment. However, if due to some contingency if you have to skip the class Radiant Techlearning would help you with the recorded session of that particular day. However, those recorded sessions are not meant only for personal consumption and NOT for distribution or any commercial use.

A: Radiant Techlearning has a data center containing the Virtual Training environment for the purpose of participant’s hand-on-practice. 

Participants can easily access these labs over Cloud with the help of remote desktop connection. 

Radiant virtual labs provide you the flexibility to learn from anywhere in the world and in any time zone. 

A: The learners will be enthralled as we engage them the real world and industry Oriented projects during the training program. These projects will improve your skills and knowledge and you will gain better experience. These real time projects, they will help you a lot in your future tasks and assignments.

 A: Radiant believes in a practical and creative approach to training and development which distinguishes it from the other training and developmental platforms. Moreover training courses are undertaken by some of the experts who are having vast range of experience in their domain.