Overview
CSM Configuration covers the technical setup of Customer Service Management in ServiceNow, including routing strategies, case type definitions, and omnichannel communication options.
Why It Matters for the Exam
This is the largest domain at 38% of the exam. Expect questions on CSM plugins, Guided Setup, routing and assignment rules, case types, and channel configuration (email, chat, phone, portal).
Key Concepts to Master
1CSM Guided Setup
2CSM plugins and activation
3Assignment rules and data lookup
4Advanced Work Assignment (AWA)
5Agent Affinity
6Case types configuration
7Communication channels
8Email and chat integration
💡 Exam Tips & Strategy
Advanced Work Assignment (AWA) provides intelligent routing based on agent skills and availability. Case types control case behavior and required fields. Know the difference between manual and automatic routing.
23
Practice Questions
38%
Exam Weight
CIS-CSM
Certification