Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Certification Provider: ServiceNow
Corresponding Certification: CIS-Customer Service Management
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Instant Download ServiceNow : CIS-CSM Questions & Answers as PDF & Test Engine
Updated: Aug 20, 2026
No. of Questions: 261 Questions & Answers with Testing Engine
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Understanding functional and technical aspects of ServiceNow Certified CIS CSM
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Who should take the ServiceNow Certified CIS CSM
The Certified Implementation Specialist - Customer Service Management exam is available to ServiceNow customers, partners, employees, and others interested in becoming a ServiceNow Customer Service Management Certified Implementation Specialist.
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
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ServiceNow CIS-CSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: CSM foundational data model | 27% | - Contracts and entitlements - Product models - Install base management - Business models |
| Topic 2: CSM configuration | 38% | - Case types configuration - CSM application setup - Supported communication channels - Routing and assignment rules |
| Topic 3: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Customer portals and service catalog setup - Special handling notes, SLAs, and targeted communications - Platform analytics and reporting tools |
| Topic 4: CSM Best Practices and Knowledge Management | 10% | - Knowledge management functionality - CSM implementation best practices - Article quality and search |
| Topic 5: Case management | 17% | - Case actions, tasks, and escalations - Case digests and service definitions - Major issue management - Case state flows and lifecycle - CSM workspace usage |
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