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Servicenow-CIS-CSM Exam Format | Servicenow-CIS-CSM Course Contents | Servicenow-CIS-CSM Course Outline | Servicenow-CIS-CSM Exam Syllabus | Servicenow-CIS-CSM Exam Objectives

Exam Code: CIS-CSM

Exam Name: Servicenow Certified Implementation Specialist - Customer Service Management

Exam Format: Approximately 60 questions

Exam Type: multiple-choice

Exam Time: 90-130 minutes

Passing: Pass/fail scoring system

Passing Score: 60-70%

Prerequisites: Completion of ServiceNows Customer Service Management Fundamentals and Customer Service Management Implementation training courses.

Delivery: Online proctored or at an authorized testing center via Webassessor.



1. Engagement Methodology and Project Planning (10-15%)

- Now Create Methodology: ServiceNows prescriptive methodology for implementations, including sequential project phases (e.g., Initiate, Plan, Execute, Close) and exit gates.

- Project Phases and Team Responsibilities: Defining roles (e.g., project manager, technical consultant, business analyst) and responsibilities across project phases.

- Implementation Approaches: Strategies to ensure upgradability, scalability, and maintainability of the CSM application.

- Customer Engagement: Techniques for working with clients to gather requirements, manage expectations, and ensure successful adoption.



- Now Create: ServiceNows framework for guiding implementations with best practices and accelerators.

- Exit Gates: Checkpoints to ensure project milestones are met before moving to the next phase.

- Scalability: Designing solutions that can handle increased demand without performance degradation.

- Upgradability: Ensuring customizations align with ServiceNows upgrade paths to avoid issues in future releases.



2. Customer Service Management System Setup and Configuration (20-25%)

- CSM Application Overview: Understanding the scope and capabilities of the CSM module.

- Case Management: Configuring case types, case creation (from Customer Service Application, Contact, Account, or Chat), and workflows.

- Account and Contact Management: Setting up customer hierarchies, relationships, and contact records.

- CSM Configurable Workspace: Configuring form headers, primary/secondary values, and contextual side panels.

- Assignment Workbench: Using Matching Rules to assign tasks to agents based on configurable criteria (e.g., skills, availability).

- Special Handling Notes: Configuring pop-up windows for special handling notes (e.g., default width of 500 pixels).

- Roles and Permissions: Managing roles (e.g., sn_customerservice_agent, sn_customerservice_manager) and restrictions (e.g., roles that cannot be assigned simultaneously for security).



- Case: A record representing a customer issue or request.

- Matching Rules: Configurable criteria for task assignment in the Assignment Workbench.

- Form Header: Customizable UI component in CSM Configurable Workspace for displaying key case information.

- Roles: Security roles that control access to CSM features (e.g., sn_customerservice_agent for agents, sn_customerservice_manager for managers).

- Auto Close Resolved Cases: A property to automatically close cases after a set period.



3. Customer Service Management Integration (15-20%)

- Integration with 3rd Party Systems: Configuring integrations using WebDAV, REST, SOAP, or other protocols.

- Integration Capabilities: Understanding supported integration methods and limitations (e.g., SharePoint integration restrictions).

- Migration of Historical Case Records: Best practices for migrating data from legacy systems to ServiceNow while ensuring data integrity.

- Knowledge Management Integration: Importing external articles and managing knowledge bases.



- WebDAV: A protocol for integrating with external systems for file sharing.

- REST/SOAP: APIs used for ServiceNow integrations.

- Data Integrity: Ensuring accuracy and consistency during data migration.

- Knowledge Base (KB): A repository for storing and managing knowledge articles.



4. CSM Portal, Knowledge Management, Service Catalog, Communities, and Performance Analytics (25-30%)

- CSM Portal: Configuring the customer portal for self-service, including self-registration features and unique registration codes per account.

- Knowledge Management: Setting up knowledge bases, knowledge blocks, and permissions for different user groups. Knowledge articles cannot be created directly from community questions.

- Service Catalog: Configuring and customizing catalog items for customer requests.

- Communities: Managing community features for customer engagement and collaboration.

- Performance Analytics: Setting up dashboards, breakdowns, and reports to monitor CSM performance (e.g., breakdown dashboards as pop-ups on case forms).

- Proactive Customer Service Operations: Using Predictive Intelligence to identify trends and reduce case volume.

- Entitlements and Service Contracts: Configuring entitlements based on product, asset, or additional fields (when Proactive Customer Service Operations is implemented).



- CSM Portal: The customer-facing interface for self-service and case management.

- Self-Registration: A feature allowing customers to submit registration requests with unique codes.

- Knowledge Blocks: Configurable content blocks for organizing knowledge articles.

- Predictive Intelligence: Machine learning capabilities to analyze case trends and improve efficiency.

- Entitlements: Rules defining the support a customer is entitled to (e.g., based on service contracts).

- Breakdown Dashboard: A Performance Analytics tool for visualizing case data.



5. Advanced Features and Workflows (15-20%)

- Advanced Work Assignment (AWA): Configuring AWA with Agent Affinity types (e.g., skills, availability, capacity).

- Major Issue Management: Managing the process flow for proposing and handling major cases in the Open state.

- Workspace Chat: Using quick actions (e.g., /r for specific tasks) to enhance agent efficiency.

- Mobile Experience: Configuring mobile-specific features and offline capabilities for the CSM mobile app.

- Upgrade Considerations: Understanding feature parity and migration strategies between ServiceNow releases.

- Customer Service Trending Topics: Using Predictive Intelligence to identify and mitigate case volume drivers.



- Agent Affinity: AWA feature that assigns tasks based on agent-specific attributes.

- Quick Actions: Shortcuts in Workspace Chat for performing tasks (e.g., /r for resolving cases).

- Major Case: A high-priority case requiring special handling.

- Feature Parity: Ensuring features function consistently across different ServiceNow releases.



6. Practical Application and Scenario-Based Knowledge (10-15%)

- Scenario-Based Questions: Applying knowledge to configure solutions for specific business requirements (e.g., setting up knowledge blocks, migrating case records, or configuring catalog items).

- Troubleshooting: Diagnosing and resolving issues in CSM configurations.

- Best Practices: Applying ServiceNows recommended practices for implementation and maintenance.



- Case Management: Managing customer issues/requests via cases.

- CSM Configurable Workspace: A customizable UI for agents to manage cases.

- Assignment Workbench: Tool for task assignment using Matching Rules.

- Entitlements: Rules defining customer support eligibility.

- Knowledge Management: Managing knowledge bases and articles.

- CSM Portal: Customer-facing self-service interface.

- Predictive Intelligence: AI-driven analytics for proactive case management.

- Advanced Work Assignment (AWA): Automated task assignment based on agent attributes.

- Now Create Methodology: ServiceNows implementation framework.

- Self-Registration: Customer portal feature for account registration.

- Quick Actions: Chat shortcuts for agent efficiency.

- Breakdown Dashboard: Analytics tool for visualizing case metrics.

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