Updated November 2025
Introduction
The ServiceNow Certified Implementation Specialist – Customer Service Management Exam Specification document defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites for earning the Certified Implementation Specialist – Customer Service Management certification.
Exam Purpose
The Certified Implementation Specialist – Customer Service Management exam confirms you have the knowledge and skills to configure, implement, and maintain the ServiceNow CSM application. This certification validates their ability to manage data models, configure case routing, oversee case processes, and utilize CSM workspaces, portals, and analytics. Certified individuals enhance customer service operations and deliver exceptional experiences.
Exam Audience
The ServiceNow Certified Implementation Specialist – Customer Service Management exam is available to ServiceNow customers, partners, employees, and others interested in becoming a ServiceNow Certified Implementation Specialist –Customer Service Management Implementation Specialist. Here is the recommended experience:
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- Practical experience implementing ServiceNow Customer Service Management (CSM) or maintaining the CSM application suite in ServiceNow instances
- Practical knowledge about customer services processes, industry data structures, and case workflows
Exam Preparation
Exam questions are based on official ServiceNow training materials, the ServiceNow Product documentation site and the ServiceNow developer site. Study materials posted elsewhere online are not official and should not be used to prepare for the examination.
ServiceNow recommends completing these training course(s) in preparation for the Certified Implementation Specialist – Customer Service Management exam.
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- Welcome to ServiceNow
- ServiceNow Administration Fundamentals
- Get Started with Now Create
- ServiceNow Platform Implementation
- Customer Service Management Essentials
- Customer Service Management Essentials Simulator
- Knowledge Management for Customer Service Management Fundamentals
- Customer Service Management Best Practices for Implementation
Additional Resources
In addition to the above, these additional resources are valuable in preparation for the exam.
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- Credentialing Program Guide – a resource to guide you through the entire certification process
- Customer Service Management Implementation Workshop
- Customer Relationship Management: Customer Data Fundamentals
- Customer Relationship Management: Product Fundamentals
- Service Model Foundation Essentials
- Case Types, Service Definition, Service Catalog Fundamentals
- Introduction to Playbooks and Process Automation Designer
- Advanced Work Assignment Implementation Guide
- Contact Center as a Service (CCaaS) Integration Fundamentals
- Customer Portal and Configurable Portal Widget Fundamentals
- Virtual Agent Fundamentals
- Workspace and UI Builder
- Engagement Messenger
- Virtual Agent Implementation
- Now Assist for CSM
- Workforce Optimization Essentials
- Official practice exams are available through our trusted partner, MeasureUp — please refer to Knowledge Article KB0013408 for more information on how to access them.
Exam Scope
This table shows the exam domains, weightings, sub-topics, and the percentage of questions represented in each domain. The listed sub-skills should NOT be considered an all-inclusive list of the exam content.
| Number of Domains | Exam Domains | Percent of Exam | | 1 |
CSM foundational data model
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- Business models
- Product models
- Install base management
- Contracts and entitlements
| 27% | | 2 |
CSM configuration
-
- CSM in ServiceNow
- Routing and assignment
- Case types
- Channels
| 38% | | 3 |
Case management
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- Case state flows
- Major issue management
- Case digests and service definitions
- CSM workspace
- Case actions, tasks, and escalations
| 17% | | 4 |
CSM Workspace, Portals, Service Catalog, Analytics, and Reporting
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- Portals and Service Catalog
- Special handling notes, SLAs, and Targeted communications
- Platform Analytics and Reporting
| 8% | | 5 |
CSM Best Practices and Knowledge Management
CSM Best Practices:
- ServiceNow Architecture
- Customer Service End to End Processes
- Defining Project Scope
Knowledge Management:
- Knowledge Functionality Overview
- Article Quality Index (AQI)
- Knowledge Blocks and Search
- Bulk Translations
| 10% | | Total | 100% |
Exam Registration
Step 1: Register for your exam
- Registration = payment. This step secures your exam attempt. Learning credits and credit card payments are accepted. Instructor-led training completion includes one free exam attempt. Discounted exam pricing may be available through associated company benefits.
- Click here to register for the CIS – CSM exam.
- You can register at any time. Once registered, you have 90 days to schedule and complete your exam.
- Exam fees are non-refundable. Register only when you are prepared to schedule your exam.
Step 2: Schedule your exam
- Click here to register for the CIS – CSM exam. Note: ServiceNow provides reasonable accommodation to individuals with disabilities or English as a Second Language (ESL) while taking the certification exam.
- Schedule within 90 days. After registration, you must schedule your exam appointment and complete your exam within 90 days.
Step 3: Choose your exam delivery method
- From the My Exams page, you will be directed to Pearson.
- Choose to take your exam at a Pearson test center or online with OnVUE, where proctors observe via a webcam.
Step 4: Complete your exam
- If you do not complete your exam within 90 days, your registration will expire, and you will need to register and pay the full exam fee again (start at step 1 again).
Exam Structure
Exam Duration
The exam duration is 90 minutes.
Number of Items
The exam consists of 60 questions.
Multiple Choice (single answer)
For each multiple-choice question on the exam, there are at least three possible responses. Select the correct response.
Multiple Select (select all that apply)
There are at least four possible responses for each multiple-select question on the exam. The question will state how many responses should be selected. Select ALL correct responses. Partial credit is not provided.
Exam Results
An exam result notification is immediately displayed as a *conditional pass or fail after completing and submitting the exam.
In addition, an exam result report is available and shows your exam result and the percentage of items in each section you answered correctly. Your exam result is conditional, meaning your results are preliminary and may be updated upon final review.
*A conditional result means the exam can be audited and reviewed at any time, and the certification may be revoked after investigation if it is found that the ServiceNow Test Security Policies have been violated.
Understanding Your Results:
Each question on the exam is worth one point. Your total score is compared to a predetermined cut score - this score is not publicly shared and is not always 70% - to determine a pass or fail outcome. The section percentages on the exam result notification show how you performed in each domain, but they do not determine your overall result, should not be averaged, and do not indicate expertise.
If You Pass:
- You will earn the Certified Implementation Specialist – Customer Service Management certification and receive a Credly digital badge to showcase your achievement.
- To maintain your certification, complete annual maintenance exams (deltas) and pay the yearly Certification Maintenance Program (CMP) fee.
If You Do Not Pass:
- Review the exam blueprint and the recommended training before retaking the exam.
- The retake policy requires a waiting period between attempts and payment of the exam fee for each attempt.
Sample Questions
Sample Item #1:
Which of the following is included in an account relationship record? (Select two)
A. A source account, selected in the Account From field
B. A target account, selected in the Account To field
C. A contact, selected in the Contact Name field
D. A location, selected in the Location field
Answer: A,B
Sample Item #2:
Which AWA service channels can be used by Customer Service Management? (Select three)
A. Email
B. Walk-up
C. Chat
D. Case
E. Telephony
Answer: B,C,D
Sample Item #3:
What is the final state of a case?
A. Resolved
B. Resolution Accepted
C. Completed
D. Closed
Answer: D
Sample Item #4:
Which methodology is used by ServiceNow to manage Customer Service Management implementation projects?
A. Agile
B. SIM
C. Now Create
D. OCM
Answer: C
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