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ServiceNow CIS-CSM exam is an essential certification exam for professionals who work in the IT service management or customer service management field. CIS-CSM exam validates the candidate's knowledge and skills in implementing ServiceNow CSM solutions, configuring ServiceNow applications, and integrating ServiceNow with other third-party tools. Passing CIS-CSM exam demonstrates the candidate's expertise in delivering customer-centric solutions that can help organizations to enhance their customer service experience.
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
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ServiceNow's customer service management solutions are designed to help organizations improve their customer service experience by providing a single platform to manage all customer interactions. The CIS-CSM certification exam is designed to ensure that individuals who implement and manage these solutions have the necessary skills and knowledge to deliver high-quality customer service experiences.
ServiceNow CIS-CSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Special handling notes, SLAs, and targeted communications - Platform analytics and reporting tools - Customer portals and service catalog setup |
| Topic 2: CSM Best Practices and Knowledge Management | 10% | - CSM implementation best practices - Knowledge management functionality - Article quality and search |
| Topic 3: Case management | 17% | - Case state flows and lifecycle - CSM workspace usage - Case digests and service definitions - Major issue management - Case actions, tasks, and escalations |
| Topic 4: CSM foundational data model | 27% | - Product models - Business models - Install base management - Contracts and entitlements |
| Topic 5: CSM configuration | 38% | - CSM application setup - Routing and assignment rules - Case types configuration - Supported communication channels |
