(CIS-CSM) Certified Implementation Specialist – Customer Service Management

About the CIS-CSM Exam

The Certified Implementation Specialist – Customer Service Management (CIS-CSM) exam certifies that a successful candidate has the skills and essential knowledge to lead and contribute to the configuration, implementation, and maintenance of the ServiceNow CSM application.

Target Audience

The Servicenow Customer Service Management Exam is available to ServiceNow customers, partners, employees, and others interested in becoming a ServiceNow Customer Service Management Certified Implementation Specialist.

CIS-CSM Exam Details

Exam Name	ServiceNow Certified Implementation Specialist – Customer Service Management
Exam Code	CIS-CSM
Testing Partner	Kryterion
Mode of Exam	Computer-based
Exam Format	Multiple Choice (single answer) & Multiple Select (select all the apply)
Total Number of Questions	60
Exam Duration	90 Minutes

Exam Registration

Each candidate must register for the exam via the ServiceNow Webassessor website using a voucher obtained by completing the Customer Service Management Implementation training prerequisite. Voucher codes are non-transferable and provide the candidate eligibility to sit for the exam.

During the registration process, each test taker has the option of taking the exam at an Authorized Testing Center or as an online proctored exam. Candidates register for the exam at a specific date and time so there is no waiting and a seat is reserved.

Pre-Requisite

ServiceNow requires the completion of the following prerequisite training course(s) in preparation for the Servicenow Customer Service Management Certification Exam. Information provided in the following ServiceNow training course(s) contain source material for the exam.

Upon completion, the candidate will be eligible to collect a voucher for the Certified Implementation Specialist – Customer Service Management exam.

Frequently Asked Questions

Visit HERE to move to the FAQ’s page.

Exam Retake Policy

If a candidate fails to pass an exam, they may register to take the exam again up to three more times at a cost.

Course Outline

Following domains outline the course for the CIS-CSM exam. The Course Outline has bee updated on March 2021.

Engagement Methodology and Project Planning (5%)

Project Phases
Working with Clients

Customer Service Management System Setup and Configuration (60%)

Overview of CSM Application
CSM in ServiceNow
CSM Setup

Customer Service Management Integration (10%)

Integration Capabilities
Integration with 3rd Party Systems

CSM Portal, Knowledge Management, Service Catalog, Communities, and Performance Analytics (25%)

CSM Portal
Knowledge Management
Service Catalog
Communities and Performance Analytics

Preparatory Guide for CIS-CSM Exam

Preparing for an exam is quite a difficult task! It becomes easier when you follow a preparatory guide. Thereby, we provide you with our Servicenow Customer Service Management Study Guide to make your journey for this exam easy.

Review Exam Objectives

Firstly, check out the blueprint of the exam. You should always check out the most trusted website to find authentic information. From exam pattern to all the included topics and study materials are covered in the pdf itself. Familiarize yourself with all the objectives and course domains of the exam as all Servicenow Customer Service Management Exam Questions originate from it. Devote enough time to each topic and have in-depth knowledge of the subjects. Moreover, this will also result in strengthening your preparation. The exam domains are:

Engagement Methodology and Project Planning (10%)
Customer Service Management System Setup and Configuration (50%)
Customer Service Management Integration (15%)
CSM Portal, Knowledge Management, Service Catalog, Communities, and Performance Analytics (25%)

Training Course

ServiceNow recommends completion of the following Training Courses and Certifications in preparation for the exam.

Documentation Site

Candidates can find additional valuable resources in the preparation for the exam at the Documentation and Release Notes product documentation page.

Servicenow Customer Service Management Practice Test

Practice tests are the best way to test your knowledge and make you aware of yourself how much are you prepared. It helps the candidates to know which topics are they still weak at and which do they master. Including practice tests in your routine while you prepare for the exam is extremely beneficial.

We at TestPrepTraining offer absolutely latest and updated Servicenow Customer Service Management Mock Tests for you to practice and master the exam.