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ServiceNow CIS-CSM certification validates the implementation specialist’s ability to configure and implement ServiceNow CSM features to meet customer requirements. It demonstrates the specialist’s deep knowledge of ServiceNow CSM and its best practices, as well as their understanding of how to optimize CSM processes to achieve better customer satisfaction. ServiceNow Certified Implementation Specialist - Customer Service Management Exam (CIS-CSM日本語版) certification also highlights the specialist’s commitment to continuous professional development, as the certification needs to be regularly renewed to ensure the specialist remains up-to-date with the latest ServiceNow CSM updates and features.
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ServiceNow is a cloud-based software platform that provides digital workflows for businesses. It offers a variety of applications for different functions within an organization, including customer service management. The ServiceNow CIS-CSM (ServiceNow Certified Implementation Specialist - Customer Service Management) Exam is a certification test designed to validate an individual's knowledge and skills in implementing and managing customer service management solutions using ServiceNow.
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
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| Section | Weight | Objectives |
|---|---|---|
| CSM configuration | 38% | - CSM application setup - Supported communication channels - Case types configuration - Routing and assignment rules |
| CSM Best Practices and Knowledge Management | 10% | - CSM implementation best practices - Knowledge management functionality - Article quality and search |
| CSM foundational data model | 27% | - Product models - Install base management - Contracts and entitlements - Business models |
| CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Customer portals and service catalog setup - Special handling notes, SLAs, and targeted communications - Platform analytics and reporting tools |
| Case management | 17% | - Case actions, tasks, and escalations - Case digests and service definitions - Major issue management - Case state flows and lifecycle - CSM workspace usage |
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