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Updated: Jul 24, 2026
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The ServiceNow CIS-CSM exam consists of 60 multiple-choice questions, and the test-taker is given 90 minutes to complete it. The passing score for the exam is 70%, and the test is taken online. CIS-CSM exam is proctored, which means that the test-taker is monitored throughout the exam to ensure that they are not cheating.
ServiceNow is a cloud-based platform that provides digital workflows to help organizations streamline their processes and increase efficiency. The ServiceNow CIS-CSM certification exam is designed for professionals who want to become experts in implementing and managing the ServiceNow Customer Service Management application. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification validates the skills and knowledge required to implement and customize the ServiceNow CSM application to meet organizational needs.
ServiceNow CIS-CSM Exam Overview:
| Certification Vendor: | ServiceNow |
| Exam Name: | ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) |
| Exam Number: | CIS-CSM |
| Exam Format: | Multiple choice, Scenario-based questions |
| Exam Price: | USD 300 |
| Passing Score: | 70% |
| Real Exam Qty: | 60 |
| Certificate Validity Period: | 24 months |
| Exam Duration: | 90 minutes |
| Available Languages: | English |
| Related Certifications: | ServiceNow Certified System Administrator (CSA) |
| Recommended Training: | ServiceNow Learning Platform Customer Service Management Implementation Course |
| Exam Registration: | ServiceNow Certification Portal |
| Sample Questions: | ServiceNow CIS-CSM Sample Questions |
| Exam Way: | Online proctored exam (remote) or authorized test center delivery via ServiceNow certification partner (e.g., Kryterion/Webassessor depending on region) |
| Pre Condition: | Recommended: ServiceNow Certified System Administrator (CSA) and completion of ServiceNow Customer Service Management implementation training |
| Official Syllabus URL: | https://www.servicenow.com/services/training-and-certification.html |
ServiceNow CIS-CSM (ServiceNow Certified Implementation Specialist - Customer Service Management) Certification Exam is a professional certification that validates an individual's knowledge and expertise in implementing and managing ServiceNow's Customer Service Management (CSM) module. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is designed for individuals who work in customer service management and are responsible for implementing and configuring ServiceNow's CSM solutions. CIS-CSM exam covers various topics such as CSM fundamentals, service level agreements, service catalog, case management, knowledge management, and reporting.
ServiceNow CIS-CSM certification exam covers a range of topics related to the CSM module, including service level agreements, case management, knowledge management, customer service analytics, and the integration of CSM with other ServiceNow modules. Candidates who pass the exam demonstrate their ability to configure and customize the CSM module to meet the specific needs of their organization. They also understand how to leverage the platform's capabilities to drive customer satisfaction and improve service delivery.
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
ServiceNow CIS-CSM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Integrations and Data Management | - Integration with external CRM/ERP systems - Data import and transformation |
| Core CSM Configuration | - Account and contact management - Case management configuration - Entitlements and SLAs |
| Implementation Planning and Overview | - Implementation methodology and best practices - Customer Service Management (CSM) architecture and components |
| Workflows and Automation | - Assignment rules and routing - Flow Designer usage for CSM processes |
| Reporting and Performance Analytics | - Performance Analytics dashboards - Reporting for case and SLA tracking |
| Omni-channel and Customer Interaction | - Customer service portal configuration - Email, chat, and portal interactions |
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