CIS-CSM - Study Material - ServiceNow Certified Implementation Specialist - Customer Service Management Exam

The ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) exam is a certification exam designed to assess a candidate's knowledge and skills in implementing and configuring ServiceNow Customer Service Management (CSM) solutions. The exam covers topics such as ServiceNow CSM architecture, CSM product features, CSM implementation best practices, and CSM configuration.

The duration of the ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) exam is 2 hours.

There are a total of 60 questions on the ServiceNow CIS-CSM exam.

The passing score required for the ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) exam is 70%.

The ServiceNow CIS-CSM exam requires a competency level of Certified ServiceNow System Administrator. Candidates must have a minimum of one year of experience working in ServiceNow, and must be able to demonstrate a comprehensive understanding of ServiceNow features, functions, and capabilities.

The ServiceNow CIS-CSM exam consists of multiple-choice, drag-and-drop, fill-in-the-blank, and matching questions.

The ServiceNow CIS-CSM exam can be taken online or in a testing center. For the online exam, you will need to register and purchase an exam voucher through the ServiceNow Certification Portal. Once you have purchased your voucher, you will be able to access the exam and take it from anywhere with an internet connection. For the testing center exam, you will need to contact a Pearson VUE testing center and schedule an appointment. You will then need to bring your exam voucher and valid identification to the testing center on the day of your appointment.

The ServiceNow CIS-CSM Exam is offered in English.

The ServiceNow CIS-CSM exam is offered for a fee of $200 USD.

The Target Audience of the ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM) Exam includes ServiceNow administrators, consultants, and developers who have knowledge of customer service management and a working knowledge of ServiceNow.

The average salary for a ServiceNow Certified Implementation Specialist (CIS) - Certified Scrum Master (CSM) is $93,000 per year.

The ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM) exam is offered by Pearson VUE. Pearson VUE is an independent testing center that provides certification exams for a variety of vendors, including ServiceNow.

The recommended experience for taking the ServiceNow CIS-CSM exam is a minimum of 2-3 years of ServiceNow experience, including experience configuring and managing ServiceNow instances, as well as knowledge of ServiceNow system administration, security, and workflow administration.

The Prerequisite for ServiceNow CIS-CSM Exam is that the candidate must have a minimum of two years of experience in ServiceNow Configuration/Administration, or have obtained the ServiceNow System Administrator Certification.

The expected retirement date of ServiceNow CIS-CSM exam is not available online. You will need to contact ServiceNow directly for this information.

The Certification Track/Roadmap ServiceNow CIS-CSM Exam is a certification program designed to help ServiceNow professionals demonstrate their knowledge and proficiency in the ServiceNow platform. The exam covers topics such as ServiceNow architecture, configuration, customization, and integration. Successful completion of the exam earns the individual the Certified Implementation Specialist – Customer Service Management (CIS-CSM) certification.

1. ServiceNow System Architecture: This topic covers the fundamentals of ServiceNow system architecture, including the ServiceNow platform, the ServiceNow application, and the ServiceNow database. It also covers the components of the ServiceNow infrastructure, such as the ServiceNow server, the ServiceNow database, and the ServiceNow application. 2. ServiceNow Security: This topic covers the security features of ServiceNow, such as authentication, authorization, and encryption. It also covers the various security controls available in ServiceNow, such as access control lists, security policies, and user roles. 3. ServiceNow Design and Development: This topic covers the design and development of ServiceNow applications, including the creation of custom objects, forms, and reports. It also covers the development of customizations, such as workflow, scripting, and integration. 4. ServiceNow Implementation and Integration: This topic covers the implementation and integration of ServiceNow with other systems, such as web services, databases

1. What is the purpose of the Customer Service Management (CSM) module in ServiceNow? 2. Describe the features of the Knowledge Management module in ServiceNow. 3. What are the different types of Service Level Agreements (SLAs) that can be configured in ServiceNow? 4. How can ServiceNow be used to track customer satisfaction? 5. What are the best practices for creating and managing customer service requests in ServiceNow? 6. What are the benefits of using the Customer Service Portal in ServiceNow? 7. How can ServiceNow be used to automate customer service processes? 8. What is the difference between incident and problem management in ServiceNow? 9. What are the best practices for configuring and managing customer service queues in ServiceNow? 10. How can ServiceNow be used to improve customer service productivity?

The difficulty level of the ServiceNow CIS-CSM exam is considered to be moderate. It is recommended that candidates have a working knowledge of the ServiceNow platform and a good understanding of IT service management concepts.