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Last Updated: Jul 24, 2026
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ServiceNow CIS-CSM exam is an essential certification exam for professionals who work in the IT service management or customer service management field. CIS-CSM exam validates the candidate's knowledge and skills in implementing ServiceNow CSM solutions, configuring ServiceNow applications, and integrating ServiceNow with other third-party tools. Passing CIS-CSM exam demonstrates the candidate's expertise in delivering customer-centric solutions that can help organizations to enhance their customer service experience.
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ServiceNow CIS-CSM (ServiceNow Certified Implementation Specialist - Customer Service Management) Exam is a certification exam designed to test your knowledge and skills in implementing and configuring the ServiceNow Customer Service Management application. CIS-CSM exam is intended for individuals who have a solid understanding of ServiceNow and are looking to specialize in customer service management. Upon passing the exam, you will earn the ServiceNow Certified Implementation Specialist - Customer Service Management certification, which is recognized worldwide as a mark of excellence in the ServiceNow community.
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: CSM Best Practices and Knowledge Management | 10% | - CSM implementation best practices - Article quality and search - Knowledge management functionality |
| Topic 2: Case management | 17% | - Major issue management - Case digests and service definitions - Case state flows and lifecycle - CSM workspace usage - Case actions, tasks, and escalations |
| Topic 3: 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 |
| Topic 4: CSM configuration | 38% | - CSM application setup - Supported communication channels - Routing and assignment rules - Case types configuration |
| Topic 5: CSM foundational data model | 27% | - Business models - Install base management - Contracts and entitlements - Product models |
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