Certified Implementation Specialist - Customer Service Management (CIS-CSM) Mainline Exam Blueprint
Article
KB0011529

Certified Implementation Specialist - Customer Service Management (CIS-CSM) Mainline Exam Blueprint

Article metadata.
This article was updated This article has 10543 views.

Updated September 2024

 

 

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 Customer Service Management 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. Information provided in the following ServiceNow training course(s) contain source material 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). The content in these courses covers the exam learning domains and will help you prepare for the exam.

You may either complete both of the following courses:

  • Customer Service Management Fundamentals
  • Customer Service Management Implementation

Or complete this course:

  • Customer Service Management Essentials

 

Upon completion of either the Customer Service Management Implementation or the Customer Service Management Essentials 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.

 

Additional Recommended Experience

  • 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 
  • 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

CSM foundational data model

  • Business models
  • Product models
  • Install base management
  • Contracts and entitlements
30%
2

CSM configuration 

  • CSM in ServiceNow 
  • Routing and assignment
  • Case types
  • Channels 
40%
3

Case management 

  • Case state flows 
  • Major issue management
  • Case digests and service definitions
  • CSM workspace
  • Case actions, tasks, and escalations 
20%
4

CSM Workspace, Portals, Service Catalog, Analytics, and Reporting  

  • Portals and Service Catalog
  • Special handling notes, SLAs, and Targeted communications
  • Platform Analytics and Reporting 
10%
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 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 

Back to Top