CIS-CSM Exam Preparation

Certified Implementation Specialist - Customer Service Management

Official Exam Page ↗Official Study Guide ↗Practice Questions (60+)

Exam Details

60
Questions
90 min
Duration
70%
Passing Score
$315
Exam Fee

Exam Blueprint

ServiceNow Official Exam Blueprint
DomainWeight
CSM Configuration
  • • CSM setup in ServiceNow, routing and assignment, case types, and communication channels
38%
CSM Foundational Data Model
  • • Business models (B2B, B2C, B2B2C), product models, install base management, and contracts/entitlements
27%
Case Management
  • • Case state flows, major issue management, case digests, CSM workspace, case actions, tasks, and escalations
17%
Best Practices & Knowledge Management
  • • ServiceNow architecture best practices, end-to-end processes, project scope, knowledge functionality, AQI, and knowledge blocks
10%
Workspace, Portals & Analytics
  • • CSM Workspace, portals, Service Catalog, special handling notes, SLAs, targeted communications, and reporting
8%

Study Plan

Focus on high-weight topics first for maximum impact. Topics are ordered by exam weight.

1

CSM Configuration

38% weight

CSM setup in ServiceNow, routing and assignment, case types, and communication channels.

Key Concepts to Master:

CSM Guided SetupCSM plugins and activationAssignment rules and data lookupAdvanced Work Assignment (AWA)Agent Affinity+3 more
Practice (23 questions)Learn Concepts
2

CSM Foundational Data Model

27% weight

Business models (B2B, B2C, B2B2C, B2B2E), product models, install base management, and contracts/entitlements.

Key Concepts to Master:

B2B, B2C, B2B2C, B2B2E business modelsCustomer Account table (customer_account)Customer Contact table (customer_contact)Consumer tableProduct model management+3 more
Practice (16 questions)Learn Concepts
3

Case Management

17% weight

Case state flows, major issue management, case digests, CSM workspace, case actions, tasks, and escalations.

Key Concepts to Master:

Case state flow and transitionsCase creation methodsMajor case managementParent-child case relationshipsCase tasks+3 more
Practice (10 questions)Learn Concepts
4

Best Practices & Knowledge Management

10% weight

ServiceNow architecture best practices, end-to-end processes, project scope, knowledge functionality, AQI, and knowledge blocks.

Key Concepts to Master:

CSM architecture best practicesBetter Together principleEnd-to-end process designProject scope definitionArticle Quality Index (AQI)+3 more
Practice (6 questions)Learn Concepts
5

Workspace, Portals & Analytics

8% weight

CSM Workspace, customer portals, Service Catalog, special handling notes, SLAs, targeted communications, and reporting.

Key Concepts to Master:

CSM Configurable WorkspaceCustomer Central componentCustomer portalsService Catalog case creationSpecial handling notes+3 more
Practice (5 questions)Learn Concepts

Required Courses

Official Now Learning courses that cover the exam content.

Course information coming soon. Visit the official exam page for the latest requirements.

Official Documentation

ServiceNow docs pages that map to the exam domains.

Documentation links coming soon. Visit docs.servicenow.com for the official documentation.

Prerequisites

  • •ServiceNow CSA certification
  • •Customer Service Management implementation experience
  • •Understanding of customer service best practices

Ready to Practice?

Test your knowledge with 60+ practice questions

Start Practicing