To achieve the professional designation of ServiceNow Certified Implementation Specialist - Customer Service Management from the ServiceNow, candidates must clear the CIS-CSM Exam with the minimum cut-off score. For those who wish to pass the ServiceNow Customer Service Management Implementation Specialist certification exam with good percentage, please take a look at the following reference document detailing what should be included in ServiceNow CIS-Customer Service Management Exam preparation.
The ServiceNow CIS-CSM Exam Summary, Body of Knowledge (BOK), Sample Question Bank and Practice Exam provide the basis for the real ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) exam. We have designed these resources to help you get ready to take ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) exam. If you have made the decision to become a certified professional, we suggest you take authorized training and prepare with our online premium ServiceNow Customer Service Management Implementation Specialist Practice Exam to achieve the best result.
ServiceNow CIS-CSM Exam Summary:
| Exam Name | ServiceNow Certified Implementation Specialist - Customer Service Management |
| Exam Code | CIS-CSM |
| Exam Fee | USD $450 |
| Exam Duration | 90 Minutes |
| Number of Questions | 60 |
| Passing Score | Pass / Fail |
| Format | Multiple Choice Questions |
| Books / Trainings | Customer Service Management (CSM) Essentials |
| Schedule Exam | Webassessor |
| Sample Questions | ServiceNow CIS-Customer Service Management Exam Sample Questions and Answers |
| Practice Exam | ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) Practice Test |
ServiceNow Customer Service Management Implementation Specialist Syllabus Topics:
| Topic | Details | Weights |
|---|---|---|
| CSM foundational data model |
- Business models
- Product models - Install base management - Contracts and entitlements |
30% |
| CSM configuration |
- CSM in ServiceNow
- Routing and assignment - Case types - Channels |
40% |
| Case management |
- Case state flows
- Major issue management - Case digests and service definitions - CSM workspace - Case actions, tasks, and escalations |
20% |
| CSM Workspace, Portals, Service Catalog, Analytics, and Reporting |
- Portals and Service Catalog
- Special handling notes, SLAs, and Targeted communications - Platform Analytics and Reporting |
10% |
Both ServiceNow and veterans who’ve earned multiple certifications maintain that the best preparation for a ServiceNow CIS-CSM professional certification exam is practical experience, hands-on training and practice exam. This is the most effective way to gain in-depth understanding of ServiceNow CIS-Customer Service Management concepts. When you understand techniques, it helps you retain ServiceNow Customer Service Management Implementation Specialist knowledge and recall that when needed.