Certified Implementation Specialist - Customer Service Management Mainline Exam Blueprint
Article
KB0011529

Certified Implementation Specialist - Customer Service Management Mainline Exam Blueprint

Article metadata.
This article was updated This article has 1487 views.

ServiceNow Certified Implementation Specialist – Customer Service Management Exam Specification

Utah Release – Updated April 2023

 

 

Introduction

The ServiceNow Certified Implementation Specialist – Customer Service Management Exam Specification defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites to earn the Certified Implementation Specialist – Customer Service Management certification.

 

Exam Purpose

The ServiceNow Certified Implementation Specialist – Customer Service Management exam certifies that a successful candidate has the skills and essential knowledge to lead and contribute to the configuration, implementation, and maintenance of the ServiceNow CSM application.

 

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.

 

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.

Recommended ServiceNow Training

ServiceNow recommends the completion of the following prerequisite training course(s) in preparation for the Certified Implementation Specialist – Customer Service Management exam. The following ServiceNow training course(s) contain the underlying foundational knowledge needed for the exam.

  • Welcome to ServiceNow
  • ServiceNow Administration Fundamentals
  • Get Started with Now Create
  • ServiceNow Platform Implementation

 

Required ServiceNow Training

ServiceNow requires completion of the following training course(s) and certification(s). The content in these courses covers the exam learning domains and will help you prepare for the exam.

  • Customer Service Management Fundamentals
  • Customer Service Management Implementation

 

Upon completion of Customer Service Management Implementation course, the candidate will be eligible to obtain or purchase a nontransferable voucher code to register for the Certified Implementation Specialist – Customer Service Management exam.

Additional Resources

In addition to the above, the candidate may find the following additional resources valuable in preparation for the exam.

  • Credentialing Program Guide – a resource to guide you through the entire certification process
  • Customer Communities Overview
  • Customer Communities Fundamentals
  • Customer Communities Implementation
  • Common Service Data Model (CSDM) Fundamentals
  • Configuration Management Database (CMDB) Fundamentals

 

Additional Recommended Experience

  • Practical experience implementing ServiceNow CSM or maintaining CSM application suite in ServiceNow instances 
  • Practical knowledge about Customer Services Processes and knowledge of Case workflows 
  • General familiarity with industry terminology and acronyms 

 

Exam Scope

Learning domains are the key topics and specific objectives included in the exam. Exam content or exam items are divided into learning domains.

 

The following table shows the learning 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 DomainsLearning DomainPercent of Exam
1

Engagement Methodology and Project Planning

  • Project Phases
  • Working with Clients
5%
2

Customer Service Management System Setup and Configuration 

  • Overview of CSM Application 
  • CSM in ServiceNow
  • CSM Setup 
60%
3

Customer Service Management Integration 

  • Integration Capabilities 
  • Integration with 3rd Party Systems 
10%
4

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

  • CSM Portals
  • Knowledge Management
  • Service Catalog
  • Communities and Performance Analytics 
25%
Total100%

 

Exam Registration

ServiceNow partners with Kryterion using its Webassessor platform for exam registration. Our mainline exams are offered at Kryterion Test Centers or can be taken anywhere online while a Kryterion proctor monitors the exam appointment.

To register for an exam, you will need to create a Webassessor account and then link it to your Now Learning account.

For individuals with a disability or English as Second Language (ESL), ServiceNow does offer reasonable accommodation while taking the certification exam.

 

Exam Structure

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 four possible responses. Select the one response that most accurately answers the question.

Multiple Select (select all that apply)

For each multiple-select question on the exam, there are at least four possible responses. The question will state how many responses should be selected. Select ALL responses that accurately answer the question. Partial credit is not provided.

 

Exam Results

The exam result is immediately displayed as a conditional pass or fail result after completing and submitting the exam. Additional scoring information can be found in the Obtain the Exam Result lesson in the Credentialing Program Guide. 

Pass Result 

A pass result indicates that the certification has been earned. The only information shared is the pass result. The pass result is conditional, meaning the exam at any time can be audited, reviewed, and the certification may be revoked after investigation if it is found that the ServiceNow Test Security Policies have been violated.  

To maintain a ServiceNow Certification, you will need to pass delta exams and pay the annual Certification Maintenance Program (CMP) Fee

Fail Result 

A failed result indicates that the certification was not earned. The percent earned for each learning domain is shared. For the next exam attempt, focus on the learning domains with the lowest percentage scores.  

 

Sample Questions

Sample Item #1:  

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 #2:  

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 #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 

Back to Top