• Classroom
  • Online, Instructor-Led
Course Description

In this 2-day interactive course attendees cover the domain knowledge, common implementation technical aspects, and various processes needed to effectively manage a Customer Service Management (CSM) implementation. Students will learn and practice various tactical skills and strategies that will prepare them to implement CSM. Through lectures, group discussion, and hands-on labs, participants build on existing knowledge and skills by applying implementation best practices.

Learning Objectives

Through a combination of lecture, group discussions, lab work, and simulated environment, attendees will learn the domain knowledge, common implementation technical aspects, and various processes needed to effectively manage a CSM implementation.

Framework Connections

The materials within this course focus on the NICE Framework Task, Knowledge, and Skill statements identified within the indicated NICE Framework component(s):

Specialty Areas

  • Cyber Defense Analysis
  • Cyber Defense Infrastructure Support
  • Cyber Investigation
  • Digital Forensics
  • Exploitation Analysis
  • Network Services
  • Risk Management
  • Software Development
  • Test and Evaluation
  • Threat Analysis
  • Training, Education, and Awareness
  • Vulnerability Assessment and Management