I am starting this article to identify and collate the list of features / capabilities to explore in CSM module.

My goal is to have a good understanding and experience. Also share my experience and challenges.

When opportunity arises, take CSM Implementation Specialist exam and clear it.

ServiceNow Docs

Customer Service overview

Let's Explore

Integrate Customer Service Management with other applications

CSM Agent Workspace

Mobile experience for Customer Service Management

Additional Customer Service Management features

How do I administer ?

Flow Designer actions

Extension points in Customer Service Management

Quick start tests

Domain separation

Limit knowledge base access to internal users

Time to Use the features !!

Major issue management

Case and account escalation

Agent calendar

Assignment workbench

Special handling notes

Scripting Deep Dive

Components installed

Components installed with additional plugins

Service catalog integration with the Customer and Consumer Service Portals

openFrameAPI - Client

Community articles

Intelligent CSM Digital GuideBook

Setup portal for Public Users

Using the JavaScript Executor to test client scripts

Customizing CSM roles

Test Driven Development

ServiceNow CSM Integration with Salesforce - Reference Implementation Guide

Domain Separation Instance Architecture