CIS-CSM practice examsIn development
ServiceNow Certified Implementation Specialist - Customer Service Management
The fastest growing ServiceNow product line: the external customer data model with accounts, contacts and consumers, entitlements deciding eligibility separately from the contract SLA that sets the target, cases that are not incidents and major cases that group an outage, assignment pushed by skills rather than pulled from a queue; then omni-channel service around one case record, knowledge audiences controlled by user criteria, virtual agent deflection, field service and incident linkage, proactive cases, and an implementation method that builds the data model first.
What you get
Papers are cut from the bank and weighted like the real exam, and no question appears in two of them. Every wrong answer comes back on later days until you have it right.
What the exam covers
| The customer data model and case management | Not published |
| Channels, self-service, integration and implementation | Not published |
Two sample questions
1. What does a service catalogue offer a customer?
- Things they may request, set out plainly — correct
- A list of the cases they have raised
- A record of the products they own
- A view of the contracts they hold
Why: An order becomes a request rather than a case.
2. What does AWA improve over assignment rules?
- Skill routing — correct
- Random placement
- No routing
- Slower routing
Why: AWA routes by skill and capacity rather than just dropping work in a group.
The real CIS-CSM exam
| Length | 90 minutes |
|---|---|
| Questions | 60 |
| Pass mark | Scaled score; ServiceNow does not publish the percentage |
| Price | Included with a ServiceNow training partnership or purchased per attempt |
| Recommended before you sit it | ServiceNow Certified System Administrator, plus the mandatory Customer Service Management training. |
| Valid for | Maintained through the twice-yearly release delta courses |
Exam facts as published by ServiceNow; always check the vendor’s page before you book.
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