ServiceNow® CIS-CSM Certified Implementation Specialist - Customer Service Management
Introduction
The ServiceNow® CIS-CSM (Certified Implementation Specialist - Customer Service Management) certification is designed for professionals who are responsible for the implementation, configuration, and customization of the ServiceNow® Customer Service Management (CSM) application.
Exam Objectives:
The ServiceNow® CIS-CSM exam focuses on the following objectives:
- Configure and customize CSM components, such as Cases, Knowledge, and Customer Service Portals
- Understand the CSM data model and how to manipulate data using CSM tables and forms
- Implement CSM workflows and automations using Flow Designer and Business Rules
- Integrate CSM with other ServiceNow® applications, such as Incident Management and Problem Management
- Configure and customize CSM reports and dashboards
- Understand the CSM security model, including roles and permissions
- Implement and configure CSM mobile apps for agents and customers
Preparation
To prepare for the ServiceNow® CIS-CSM exam, it is recommended that you have hands-on experience with the ServiceNow® CSM application, as well as an understanding of related ServiceNow® concepts and technologies, such as scripting, Service Catalog, and reporting.
In addition, it is recommended that you review the ServiceNow® CSM product documentation and take the ServiceNow® CSM Fundamentals course, which is available on the ServiceNow® website.
You may also consider taking additional ServiceNow® courses, such as the ServiceNow® System Administration course, to expand your knowledge and gain a deeper understanding of the platform.
Exam Details:
- Cost: The cost of the ServiceNow® CIS-CSM exam is $200 USD
- Passing Mark: The passing mark for the ServiceNow® CIS-CSM exam is 65%
- Time: The ServiceNow® CIS-CSM exam is 90 minutes long
- Delivery Method: The ServiceNow® CIS-CSM exam is delivered online through the ServiceNow® certification portal
- Format: The ServiceNow® CIS-CSM exam consists of 60 multiple-choice and true/false questions
Tips for Success
To increase your chances of success on the ServiceNow® CIS-CSM exam, consider the following tips:
- Familiarize yourself with the ServiceNow® CSM application and related technologies through hands-on experience and coursework
- Review the ServiceNow® CSM product documentation and take the ServiceNow® CSM Fundamentals course
- Practice creating CSM components, such as Cases, Knowledge articles, and Customer Service Portals
- Practice configuring CSM
- Understand the CSM data model and practice manipulating data using CSM tables and forms
- Practice implementing CSM workflows and automations using Flow Designer and Business Rules
- Practice integrating CSM with other ServiceNow® applications, such as Incident Management and Problem Management
- Practice configuring and customizing CSM reports and dashboards
- Familiarize yourself with the CSM security model, including roles and permissions
- Practice implementing and configuring CSM mobile apps for agents and customers
- Take practice exams and review areas where you need improvement
- Stay current with ServiceNow® updates and changes, as the exam may include questions on the latest features and functionalities
Conclusion
By preparing and studying the ServiceNow® CIS-CSM exam objectives and tips, you will increase your chances of success on the exam and become a certified ServiceNow® Customer Service Management professional. Demonstrating your expertise in ServiceNow® CSM will not only enhance your personal brand, but also the value you bring to your organization.