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Exam Code: CIS-CSM
Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Certification Provider: ServiceNow
Corresponding Certification: CIS-Customer Service Management

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CIS-CSM

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Updated: Aug 06, 2026

No. of Questions: 261 Questions & Answers with Testing Engine

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ServiceNow CIS-CSM Exam Overview:

Certification Vendor:ServiceNow
Exam Name:ServiceNow Certified Implementation Specialist - Customer Service Management
Exam Number:CIS-CSM
Certificate Validity Period:Requires renewal through ServiceNow delta exams each release cycle
Related Certifications:ServiceNow Certified System Administrator (CSA)
Customer Service Management Implementation
Passing Score:Pass or Fail
Exam Format:Multiple Choice, Multiple Select
Real Exam Qty:60
Available Languages:English, Japanese
Exam Duration:90 minutes
Exam Price:USD $450
Sample Questions:ServiceNow CIS-CSM Sample Questions
Exam Way:Online proctored exam or onsite testing through Pearson VUE
Pre Condition:ServiceNow recommends completing Customer Service Management Fundamentals and Customer Service Management Implementation training. ServiceNow Certified System Administrator (CSA) knowledge is highly recommended.
Official Syllabus URL:https://learning.servicenow.com/lxp/en/credentials/certified-implementation-specialist-customer-service-management

How to book the ServiceNow Certified CIS CSM

Each candidate must register for the exam via the ServiceNow Webassessor website using a voucher obtained by completing the ITSM Implementation training prerequisit- Voucher codes are nontransferable and provides the candidate eligibility to sit for the Certified Implementation Specialist - IT Service Management exam only.

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. In both testing venues, the Certified Implementation Specialist exam is done through a consistent, friendly, user interface customized for ServiceNow tests.

The Kryterion testing network is worldwide and all locations offer a secure, comfortable testing environment. Candidates register for the exam at a specific date and time so there is no waiting and a seat is reserved in the testing center.

Each candidate can also choose to take the exam as an online-proctored exam. This testing environment allows a candidate to take the test on his or her own system provided that certain requirements are met.

Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf

For more info read reference:

CIS-CSM Official Certification Site

ServiceNow CIS-CSM Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting8%- Platform Analytics and Reporting
  • 1. Performance Analytics
  • 2. Dashboards
- Special Handling Notes, SLAs, and Targeted Communications
  • 1. SLA Management
  • 2. Customer Notifications
- Portals and Service Catalog
  • 1. Catalog Integration
  • 2. Customer Portal Configuration
Topic 2: Case Management17%- Case Digests and Service Definitions
  • 1. Service Definitions
  • 2. Digest Configuration
- CSM Workspace
  • 1. Agent Productivity
  • 2. Workspace Navigation
- Case State Flows
  • 1. State Transitions
  • 2. Case Lifecycle
- Major Issue Management
  • 1. Major Case Handling
  • 2. Communication Management
- Case Actions, Tasks, and Escalations
  • 1. Escalation Handling
  • 2. Task Management
Topic 3: CSM Foundational Data Model27%- Install Base Management
  • 1. Asset Relationships
  • 2. Configuration Tracking
- Business Models
  • 1. Account and Contact Management
  • 2. Consumer and Partner Models
- Product Models
  • 1. Installed Products
  • 2. Product Definitions
- Contracts and Entitlements
  • 1. Support Contracts
  • 2. Entitlement Definitions
Topic 4: CSM Best Practices and Knowledge Management10%- Knowledge Management
  • 1. Article Quality Index
  • 2. Knowledge Functionality Overview
  • 3. Knowledge Blocks and Search
  • 4. Bulk Translations
- CSM Best Practices
  • 1. Customer Service End-to-End Processes
  • 2. ServiceNow Architecture
  • 3. Defining Project Scope
Topic 5: CSM Configuration38%- Channels
  • 1. Chat and Portal Channel
  • 2. Email Channel
- Routing and Assignment
  • 1. Assignment Rules
  • 2. Work Queues
- Case Types
  • 1. Consumer Cases
  • 2. Customer Cases
- CSM in ServiceNow
  • 1. Plugin Activation
  • 2. Application Configuration

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