CIS‑Customer Service Management Practice Exam

The CIS-Customer Service Management (CIS-CSM) certification is offered by ServiceNow® and validates your expertise in implementing and configuring the ServiceNow Customer Service Management (CSM) application. It equips you with the knowledge and skills to optimize customer service operations within organizations leveraging the ServiceNow platform.

Who should consider the CIS-CSM Certification?

This certification is ideal for individuals seeking to:

• Launch or advance their careers in IT service management, customer service, or related fields, specifically within the ServiceNow ecosystem.
• Demonstrate their proficiency in implementing and configuring ServiceNow CSM for improved customer service delivery.
• Gain a foundational understanding of key ServiceNow CSM functionalities and best practices.
• Support organizations in streamlining customer service processes and enhancing customer satisfaction through the ServiceNow platform.

Key Roles and Responsibilities:

Individuals with the CIS-CSM certification may be involved in various tasks, including:

• Configuring and managing ServiceNow CSM features like incident, problem, change, and service request management.
• Creating and customizing workflows to automate customer service processes.
• Integrating ServiceNow CSM with other relevant applications to ensure seamless data flow and information sharing.
• Developing and maintaining knowledge bases to empower self-service capabilities for customers.
• Reporting and analyzing customer service data to identify trends and areas for improvement.
• Supporting and training end-users on utilizing ServiceNow CSM effectively.

Exam Details:

• Exam Name: CIS-Customer Service Management (CIS-CSM)
• Exam Provider: ServiceNow®
• Format: Online, computer-based, multiple-choice questions
• Number of Questions: 60 questions
• Duration: 120 minutes (2 hours)
• Passing Score: 70% (35 out of 50 questions)
• Delivery: Online proctored

Course Structure

The important domains and their topics that the CIS-Customer Service Management Exam covers are: 

1. Engagement Methodology and Project Planning 10%

• Project Phases
• Working with Clients
• Team Responsibilities

2. Customer Service Management System Setup and Configuration 50%

• Overview of CSM Application
• CSM in ServiceNow
• CSM Setup

3. Customer Service Management Integration 15%

• Integration Capabilities
• Integration with 3rd Party Systems
• Migration of Historical Case Records

4. CSM Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics 25%

• CSM Portal
• Knowledge Management
• Service Catalog
• Communities and Performance Analytics