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Exam Information
Official specifications published by ServiceNow
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Skills this practice test covers
- Enable CSM and set up routing and assignment rules for incoming cases.
- Configure case types, communication channels and the CSM workspace.
- Model accounts, contacts, products, the install base, contracts and entitlements.
- Set SLAs and special handling notes for priority customers and critical cases.
- Set up self-service through the CSM portal, knowledge base, communities and service catalog.
- Plan an implementation with ServiceNow's methodology and stakeholder requirements.
Explore related topics
CIS-CSM exam content
4 domains · 14 topics · 206 questions
CSM Configuration95 questions
This domain covers the core setup of CSM. Candidates enable the application, define routing and assignment rules, configure case types, channels and the workspace, and set SLAs, special handling notes and targeted communications.
Skills tested
- Activate the CSM plugins and load the baseline data.
- Route cases with assignment rules, skills-based routing and Advanced Work Assignment (AWA).
- Set up email, chat and phone channels for multi-channel case creation.
- Define response time and resolution time SLAs for customer cases.
- Write special handling notes and targeted communications for chosen customers.
Questions by topic
- Routing and Assignment Rules Configuration15
- CSM System Setup and Enablement65
- SLA and Special Handling Configuration9
- Targeted Communications6
CSM Foundational Data Model58 questions
CSM is built on a set of linked records. Candidates model business accounts, consumers and contacts, products and the install base, and service contracts with their entitlements.
Skills tested
- Build account hierarchies and contact relationships for business customers.
- Tell business customers from consumers in the data model.
- Record customer-owned products and assets in the install base.
- Configure service contracts and entitlements, including how entitlements are counted.
Questions by topic
- Install Base Management3
- Contract and Entitlement Management11
- Customer and Contact Management25
- Product Catalog and Install Base19
CSM Portal, Knowledge Management, Service Catalog, Communities, and Performance Analytics38 questions
Customers help themselves through the portal, the knowledge base and communities. Candidates configure the CSM portal, knowledge base, service catalog and communities, and track the service with Performance Analytics.
Skills tested
- Brand the CSM portal and add widgets for customer self-service.
- Structure the knowledge base with categories, article versioning and approval workflows.
- Offer service catalog items for requests that are not cases.
- Set up customer communities with moderation and links to cases.
- Track CSM KPIs on Performance Analytics dashboards.
Questions by topic
- Knowledge Management12
- Service Catalog and Communities11
- CSM Portal and Self-Service7
- Performance Analytics and Reporting8
Engagement Methodology and Project Planning15 questions
This domain covers how a CSM project is run, not only how it is configured. Candidates apply ServiceNow's implementation methodology, gather requirements from stakeholders, and plan resources and risks.
Skills tested
- Apply ServiceNow implementation methodology to a CSM project.
- Run requirements gathering and a gap analysis with stakeholders.
- Prefer configuration over customization where the platform allows it.
- Plan go-live and post-implementation support.
Questions by topic
- Implementation Best Practices14
- Stakeholder Engagement and Project Management1
Requirements
- Required: the Customer Service Management Fundamentals and Customer Service Management Implementation training courses.
- Recommended: the Certified System Administrator certification.
- Recommended: six months or more of hands-on work with ServiceNow CSM.
About the CIS-CSM exam
ServiceNow's CIS-CSM exam is for consultants and administrators who set up Customer Service Management (CSM) on the ServiceNow platform. It checks that a candidate can configure CSM, model customers, products and entitlements, and build the portal and knowledge base that customers use for self-service. ServiceNow requires two training courses before the exam and recommends its administrator certification. Passing earns the ServiceNow Certified Implementation Specialist - Customer Service Management certification.
The PlanetCert practice test puts most of its questions on CSM Configuration and the CSM Foundational Data Model. The explanations show how accounts, contacts, products, contracts and entitlements connect, since many configuration answers depend on those links. Study Mode suits the data model domain, because each explanation shows how one record type links to the next. Brainy AI Assistant can explain how Advanced Work Assignment routes a case, or how an SLA definition starts, pauses and stops its timer.
How to earn the certification
- Earns
- ServiceNow Certified Implementation Specialist - Customer Service ManagementImplementation Specialist
- Before
- CSA Certified System Administrator
ServiceNow's core administrator certification, recommended before CIS-CSM.
- CSA Certified System Administrator
How to prepare for CIS-CSM
- 1
Finish both required CSM courses
ServiceNow requires Customer Service Management Fundamentals and Customer Service Management Implementation before the exam. Repeat each course lab on a practice instance until it works without the notes.
- 2
Configure one case from start to end
Create a case type, route it with assignment rules or Advanced Work Assignment, attach an SLA and add a special handling note. CSM Configuration has the most questions in this practice test, so it deserves the most time.
- 3
Draw the data model on paper
Sketch how accounts, contacts, consumers, products, the install base, contracts and entitlements link to each other. Many data model questions turn on one of these links.
- 4
Publish portal content and a dashboard
Add a knowledge article, a service catalog item and a community topic, then view them as a customer on the CSM portal. Finish with one Performance Analytics dashboard for case volume.
- 5
Review in Study Mode, then time it
Work through the CIS-CSM practice test in Study Mode and note each missed setting. Then take a full Timed Mode run, and ask Brainy AI Assistant where each setting lives in the platform.
Start a timed CIS-CSMrun
ServiceNow's own courses for this exam are Customer Service Management Fundamentals and Customer Service Management Implementation, and both are required before booking.
Who CIS-CSM is for
- ServiceNow implementation consultants who deliver CSM projects for clients.
- Administrators who look after CSM on their organization's instance.
- Business analysts and technical consultants who design customer service processes on ServiceNow.
Typical job titles: ServiceNow implementation consultant · ServiceNow administrator · CSM consultant · Business analyst · Technical consultant
CIS-CSM glossary
14 terms from the exam objectives and the vendor's official material, each defined in a sentence.
- Account hierarchy
- A parent and child structure of customer accounts, such as a head office with its branches.
- Advanced Work Assignment (AWA)
- A ServiceNow engine that offers work items to available agents based on queues, capacity and skills.
- Communities
- ServiceNow forums where customers ask questions and answer each other, which can reduce case volume.
- Configuration vs customization
- The choice between built-in settings and new code, where built-in settings are easier to keep through upgrades.
- CSM Agent Workspace
- The ServiceNow interface where agents work cases, with lists, forms and helper tools in one view.
- CSM Portal
- The customer-facing ServiceNow site where customers open cases, read articles and request services.
- Entitlements
- The support a customer has a right to, such as a number of cases or hours, usually tied to a contract.
- Gap analysis
- A comparison of what the platform does out of the box with what the business needs.
- Install base
- The record of products and assets each customer owns, so a case can point to the exact item at fault.
- Performance Analytics
- The ServiceNow feature that tracks KPIs over time and shows their trends on dashboards.
- Service Contracts
- Records of the service a customer has bought and for how long, with the entitlements that come with it.
- Skills-based routing
- Routing that sends each case to an agent who has the skills the case needs.
- Special handling notes
- Alerts shown to agents on a case or account that needs extra care, such as a priority customer.
- Targeted communications
- Notices sent to a chosen group of customers, for example those whose products are affected by an outage.