Certification Path of ServiceNow Certified CIS CSM
ServiceNow requires the completion of the following prerequisite training course(s) in preparation for the Certified Implementation Specialist - Customer Service Management exam:
- ServiceNow Platform Implementation
- Customer Service Management Implementation
- Customer Service Management Fundamentals
- Get Started with Now Create
- CMDB Fundamentals
- ServiceNow Fundamentals
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Understanding functional and technical aspects of ServiceNow Certified CIS CSM
The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:
- Key Performance Indicators and Benchmarks
- Selection of appropriate features and functions to meet business requirements
- Value proposition
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
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ServiceNow CIS-CSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| CSM foundational data model | 27% | - Business models - Install base management - Product models - Contracts and entitlements |
| CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Platform analytics and reporting tools - Special handling notes, SLAs, and targeted communications - Customer portals and service catalog setup |
| CSM configuration | 38% | - Case types configuration - CSM application setup - Supported communication channels - Routing and assignment rules |
| Case management | 17% | - Major issue management - Case state flows and lifecycle - CSM workspace usage - Case actions, tasks, and escalations - Case digests and service definitions |
| CSM Best Practices and Knowledge Management | 10% | - CSM implementation best practices - Knowledge management functionality - Article quality and search |
