ServiceNow CIS-CSM certification is an excellent way for professionals to demonstrate their technical proficiency in the implementation and configuration of ServiceNow's customer service module. It is a valuable credential that can help professionals stand out in the job market and advance their careers. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification exam is open to all professionals who have a working knowledge of ServiceNow and are interested in expanding their expertise in customer service management.
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
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ServiceNow CIS-CSM certification exam is a valuable credential for professionals who work with the ServiceNow CSM platform. By passing CIS-CSM exam, professionals can demonstrate their expertise in configuring and managing the platform, enhance their career prospects, and contribute to the success of their organization's customer service operations.
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ServiceNow CIS-CSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: CSM configuration | 38% | - Routing and assignment rules - CSM application setup - Case types configuration - Supported communication channels |
| Topic 2: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Customer portals and service catalog setup - Special handling notes, SLAs, and targeted communications - Platform analytics and reporting tools |
| Topic 3: CSM foundational data model | 27% | - Contracts and entitlements - Business models - Install base management - Product models |
| Topic 4: CSM Best Practices and Knowledge Management | 10% | - CSM implementation best practices - Knowledge management functionality - Article quality and search |
| Topic 5: Case management | 17% | - Case actions, tasks, and escalations - CSM workspace usage - Major issue management - Case state flows and lifecycle - Case digests and service definitions |
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