Best Practices & Knowledge Management
ServiceNow CIS-CSM Study Guide
Overview
This domain covers implementation best practices and Knowledge Management features that support case resolution. It includes architectural considerations, scoping projects correctly, and leveraging knowledge articles effectively.
Why It Matters for the Exam
Best Practices and Knowledge Management represent 10% of the exam. Questions cover CSM architecture recommendations, end-to-end process design, project scoping, Article Quality Index (AQI), knowledge blocks, and search optimization.
Key Concepts to Master
1CSM architecture best practices
2Better Together principle
3End-to-end process design
4Project scope definition
5Article Quality Index (AQI)
6Knowledge blocks
7Knowledge search configuration
8Bulk translations
💡 Exam Tips & Strategy
The 'Better Together' principle emphasizes CSM integration with ITSM, ITOM, and other ServiceNow apps. AQI measures article quality based on feedback and usage. Knowledge blocks allow content reuse across articles.
6
Practice Questions
10%
Exam Weight
CIS-CSM
Certification