ServiceNow Certified Implementation Specialist – Customer Service Management Preparation Details
Preparing for the ServiceNow CIS-CSM exam, the Certified Implementation Specialist – Customer Service Management certification? This guide maps every exam domain to official ServiceNow documentation so you can focus your revision on what the blueprint tests. You can also explore more ServiceNow certification study guides on the ServiceNow category to keep building your skills.
ServiceNow Certified Implementation Specialist – Customer Service Management Materials
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Domain 1: CSM foundational data model (27%)
Business models
Product models
Customer Service Management and CSDM tables
Customer Service Management examples
Install base management
Contracts and entitlements
Customer Contracts and Entitlements
Contracts and Entitlement Workflows
Domain 2: CSM configuration (38%)
CSM in ServiceNow
Exploring Customer Service Management
Configuring Customer Service Management
Administer Customer Service Management
Routing and assignment
Advanced Work Assignment home page
Configuring Advanced Work Assignment
Configure Advanced Work Assignment for routing email interactions
Case types
Configuring customer service case types
Manage customer service case types
Channels
Omnichannels for communicating with customers
Domain 3: Case management (17%)
Case state flows
Configuring customer service case types
Major issue management
Major issue management overview
Configure major issue management
Case management for Customer Service Management
Case digests and service definitions
Configuring service definitions
CSM workspace
CSM Configurable Workspace features
Using CSM Configurable Workspace in Customer Service Management
CSM Configurable Workspace overview
Case actions, tasks, and escalations
Customer Service Management Workflow Studio actions
Domain 4: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting (8%)
Portals and Service Catalog
Configure the Customer and Consumer Service Portals
Configure Business and Consumer Portal
Self-service for Customer Service Management
Service catalog integration with the Customer and Consumer Service Portals
Special handling notes, SLAs, and Targeted communications
Configure special handling notes
Configure SLA definitions for customer service cases
Platform Analytics and Reporting
Analytics and reporting for Customer Service Management
Customer Service Platform Analytics Solutions
Available Platform Analytics Solutions
Domain 5: CSM Best Practices and Knowledge Management (10%)
CSM Best Practices:
ServiceNow Architecture
Exploring Customer Service Management
Customer Service Management and CSDM tables
Customer Service End to End Processes
Case management for Customer Service Management
Omnichannels for communicating with customers
Defining Project Scope
Configuring Customer Service Management
Administer Customer Service Management
Knowledge Management:
Knowledge Functionality Overview
Exploring Knowledge Management
Article Quality Index (AQI)
Article quality index for knowledge management
Knowledge Blocks and Search
Knowledge blocks in Knowledge Center
Add knowledge blocks to a knowledge article
Enable and configure AI Search for Knowledge Management Service Portal
Bulk Translations
Bulk Translation for knowledge articles
Add a custom Localization Framework setting to enable bulk translations
Wrapping Up ServiceNow Certified Implementation Specialist – Customer Service Management
This ServiceNow CIS-CSM study guide walked through all five exam domains, from the CSM data model to knowledge management, with official ServiceNow documentation for each topic. Work through the links, practise in a ServiceNow instance, and revisit weaker areas before exam day. You can also explore more ServiceNow certification study guides on the ServiceNow category to keep building your skills. Have a question or tip? Leave a comment below.
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