ServiceNow Certified Implementation Specialist - Customer Service Management : CIS-CSM

CIS-CSM pass collection

Exam Code: CIS-CSM

Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam

Updated: Sep 09, 2026

Q & A: 261 Questions and Answers

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About ServiceNow Certified Implementation Specialist - Customer Service Management : CIS-CSM Exam

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How much does ServiceNow Certified CIS CSM costs

  • No of Questions: 85 Questions
  • Length of Exam: 85 min
  • Types of questions: Performance Based Questions
  • Passing Score: 60% or higher
  • Examination Name: ServiceNow Certified CIS CSM
  • Examination Fees: $400 USD

Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf

For more info read reference:

CIS-CSM Official Certification Site

Understanding functional and technical aspects of ServiceNow Certified CIS CSM

The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:

  • Functionality and features added or changed in the current release
  • State model and default process flow
  • Basic and advanced features in baseline installation of the current release
  • Basic and advanced operations performed by users and the system

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ServiceNow CIS-CSM Exam Syllabus Topics:

SectionWeightObjectives
CSM Best Practices and Knowledge Management10%- CSM implementation best practices
- Article quality and search
- Knowledge management functionality
Case management17%- CSM workspace usage
- Major issue management
- Case actions, tasks, and escalations
- Case digests and service definitions
- Case state flows and lifecycle
CSM Workspace, Portals, Service Catalog, Analytics, and Reporting8%- Special handling notes, SLAs, and targeted communications
- Customer portals and service catalog setup
- Platform analytics and reporting tools
CSM foundational data model27%- Business models
- Product models
- Install base management
- Contracts and entitlements
CSM configuration38%- Supported communication channels
- Routing and assignment rules
- Case types configuration
- CSM application setup

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