Workspace, Portals & Analytics
ServiceNow CIS-CSM Study Guide
Overview
This domain covers the agent and customer experience in CSM, including the CSM Configurable Workspace for agents, customer-facing portals, service catalog items, and analytics/reporting capabilities.
Why It Matters for the Exam
This domain is 8% of the exam. Questions cover CSM Workspace components, portal configuration, Service Catalog case creation, special handling notes, SLA management, targeted communications, and dashboard configuration.
Key Concepts to Master
1CSM Configurable Workspace
2Customer Central component
3Customer portals
4Service Catalog case creation
5Special handling notes
6SLA management
7Targeted communications
8Persona-based dashboards
💡 Exam Tips & Strategy
Special handling notes alert agents to important customer information. Targeted communications allow proactive outreach to affected customers. Know the difference between Performance Analytics dashboards and standard reports.
5
Practice Questions
8%
Exam Weight
CIS-CSM
Certification