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ServiceNow Certified Implementation Specialist - Customer Service Management : CIS-CSM
Exam Code: CIS-CSM
Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Updated: Sep 13, 2026
Q & A: 261 Questions and Answers
CIS-CSM Free Demo download
About ServiceNow CIS-CSM Exam
ServiceNow CIS-CSM (ServiceNow Certified Implementation Specialist - Customer Service Management) Certification Exam is designed to assess the skills and knowledge of professionals who work with the ServiceNow Customer Service Management solution. CIS-CSM exam is intended for implementation specialists who have experience with the implementation and administration of ServiceNow Customer Service Management solutions. CIS-CSM exam covers a broad range of topics, including customer service management processes, customer service management data and reporting, and customer service management configuration.
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 designed to assess the ability of candidates to design, configure, and implement customer service management solutions using the ServiceNow platform. CIS-CSM exam consists of 60 multiple-choice questions and has a duration of 90 minutes. To pass the exam, candidates must score at least 70%.
ServiceNow CIS-CSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: CSM configuration | 38% | - CSM application setup - Case types configuration - Routing and assignment rules - Supported communication channels |
| Topic 2: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Special handling notes, SLAs, and targeted communications - Customer portals and service catalog setup - Platform analytics and reporting tools |
| Topic 3: CSM Best Practices and Knowledge Management | 10% | - Knowledge management functionality - CSM implementation best practices - Article quality and search |
| Topic 4: CSM foundational data model | 27% | - Contracts and entitlements - Install base management - Product models - Business models |
| Topic 5: Case management | 17% | - Case actions, tasks, and escalations - Case state flows and lifecycle - Case digests and service definitions - CSM workspace usage - Major issue management |
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