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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:

  • Implementation solutions that work in conjunction with baseline application functionality
  • Implementation approaches to meet requirements that preserve upgradability, scalability, and maintainability

ServiceNow CIS-CSM Exam Syllabus Topics:

TopicDetails
Topic 1
  • CSM Foundational Data Model: This section evaluates Configuration Specialists' understanding of core CSM data structures. It covers business models, product models, install base management, and contract
  • entitlement handling, essential for underpinning ServiceNow CSM
Topic 2
  • CSM Portal, Knowledge Management, Service Catalog, Communities, and Performance Analytics
Topic 3
  • Case Management: This part of the exam measures the operational proficiency of Configuration Specialists in managing case lifecycles. It examines knowledge of case states and flows, major issue handling, service definition and digest setup, CSM workspace tools, and the creation of case actions, tasks, and escalations.
Topic 4
  • This section evaluates ServiceNow Consultants' capabilities in extending CSM beyond core case handling. It includes knowledge of CSM portal configuration, service catalog setup, SLAs, targeted communications, community engagement, and using performance analytics for reporting and insights.
Topic 5
  • Customer Service Management System Setup and Configuration: This section assesses ServiceNow Consultants' configuration expertise in setting up the CSM application. It focuses on enabling ServiceNow CSM, defining routing and assignment rules, configuring case types and communication channels, and customizing CSM workspace behavior.

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

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