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ServiceNow CIS-CSM Exam Syllabus Topics:

Topic 1
  • CSM Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics
Topic 2
  • Integration with 3rd Party Systems
  • Integration Capabilities
  • Knowledge Management
Topic 3
  • Migration of Historical Case Records
  • Working with Clients
Topic 4
  • CSM in ServiceNow
  • Service Catalog
  • CSM Portal
  • CSM Setup
Topic 5
  • Customer Service Management System Setup and Configuration
  • Customer Service Management Integration

Understanding functional and technical aspects of ServiceNow Certified CIS CSM

The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:

  • Value proposition
  • Selection of appropriate features and functions to meet business requirements
  • Key Performance Indicators and Benchmarks

Certification Path of ServiceNow Certified CIS CSM

ServiceNow requires the completion of the following prerequisite training course(s) in preparation for the Certified Implementation Specialist - Customer Service Management exam:

  • CMDB Fundamentals
  • Customer Service Management Implementation
  • Get Started with Now Create

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q77-Q82):


Why does the implementation team need to deliver core functionality to the customer as quickly as possible?

  • A. To facilitate the requirement gathering during the workshops
  • B. To realize near-term ROI (Return on Investment)
  • C. To complete any complex customizations early enough
  • D. To expand the technical reach

Answer: B


Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)

  • A. Agent History
  • B. Availability Today
  • C. Matching Skills
  • D. Assigned Cases
  • E. Agent Affinity

Answer: B,C,D


Information in the Case Field 'Contact' is copied to which Incident Field?

  • A. Contact
  • B. Customer
  • C. User
  • D. Caller

Answer: A




What one of the following is optional when creating a Catalog workflow?

  • A. Defining workflow activities
  • B. Approving the workflow
  • C. Managing workflow versions
  • D. Publishing the workflow

Answer: C


The Customer Support Portal default configuration provides the following channels to interact with customers?

(Choose two.)

  • A. Chat
  • B. Web
  • C. Social
  • D. Email

Answer: B,D






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