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Your CSM Learning Journey

A four-week path from your first day to your first-month checkpoint. Tick items as you go — progress is kept for this demo session only.

Step 1
Getting Started

Purpose of CSM, team introductions and first-day references.

Step 2
Systems

Access, Sprinklr basics and where records live.

Step 3
Processes

Monitoring, escalation, investigation and handover.

Step 4
Team

Structure, roles and who to contact for what.

Step 5
Ready Check

Five short questions to confirm the basics.

Journey progress

0 of 20 demo items complete

Timeline

  1. Day 1
    Orientation
    0/4 complete

    Get oriented, get access, and understand why CSM exists.

  2. Week 1
    Observe
    0/4 complete

    Watch how the work actually happens before doing it yourself.

  3. Week 2
    Understand
    0/4 complete

    Connect the tools to the workflows and the reasons behind them.

  4. Weeks 3–4
    Apply
    0/4 complete

    Work through selected workflows with guidance and feedback.

  5. First Month
    Checkpoint
    0/4 complete

    A simple confidence check with your team lead.

Before you start a shift

A five-point routine to run before you begin monitoring.

Sample checklist — align with approved internal shift-start requirements.

Ready Check

Five general demo questions. No confidential operational rules included.

  1. 1. What should you check before deciding whether an issue requires escalation?

  2. 2. What is the main purpose of a shift handover?

  3. 3. Which sign most suggests an emerging trend rather than a one-off comment?

  4. 4. Where should you look first for approved guidance?

  5. 5. Why is consistent categorisation important?