ServiceNow CIS-CSM : ServiceNow Certified Implementation Specialist - Customer Service Management Exam

CIS-CSM real exams

Exam Code: CIS-CSM

Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam

Updated: Aug 03, 2026

Q & A: 261 Questions and Answers

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Exam Topics of ServiceNow Certified CIS CSM

The following are covered in SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test:

  • Business Cases / Use Cases
  • Proven Practices for Implementation
  • Architecture and Security
  • Baseline Application Functionality

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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

ServiceNow CIS-CSM Exam Syllabus Topics:

SectionObjectives
Topic 1: Core CSM Configuration- Case management configuration
- Account and contact management
- Entitlements and SLAs
Topic 2: Reporting and Performance Analytics- Performance Analytics dashboards
- Reporting for case and SLA tracking
Topic 3: Implementation Planning and Overview- Customer Service Management (CSM) architecture and components
- Implementation methodology and best practices
Topic 4: Workflows and Automation- Flow Designer usage for CSM processes
- Assignment rules and routing
Topic 5: Omni-channel and Customer Interaction- Customer service portal configuration
- Email, chat, and portal interactions
Topic 6: Integrations and Data Management- Data import and transformation
- Integration with external CRM/ERP systems

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