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Exam Code: CIS-CSM

Exam Name: Servicenow Certified Implementation Specialist - Customer Service Management

Exam Format: Approximately 60 questions

Exam Type: multiple-choice

Exam Time: 90-130 minutes

Passing: Pass/fail scoring system

Passing Score: 60-70%

Prerequisites: Completion of ServiceNows Customer Service Management Fundamentals and Customer Service Management Implementation training courses.

Delivery: Online proctored or at an authorized testing center via Webassessor.

1. Engagement Methodology and Project Planning (10-15%)

- Now Create Methodology: ServiceNows prescriptive methodology for implementations- including sequential project phases (e.g.- Initiate- Plan- Execute- Close) and exit gates.

- Project Phases and Team Responsibilities: Defining roles (e.g.- project manager- technical consultant- business analyst) and responsibilities across project phases.

- Implementation Approaches: Strategies to ensure upgradability- scalability- and maintainability of the CSM application.

- Customer Engagement: Techniques for working with clients to gather requirements- manage expectations- and ensure successful adoption.

- Now Create: ServiceNows framework for guiding implementations with best practices and accelerators.

- Exit Gates: Checkpoints to ensure project milestones are met before moving to the next phase.

- Scalability: Designing solutions that can handle increased demand without performance degradation.

- Upgradability: Ensuring customizations align with ServiceNows upgrade paths to avoid issues in future releases.

2. Customer Service Management System Setup and Configuration (20-25%)

- CSM Application Overview: Understanding the scope and capabilities of the CSM module.

- Case Management: Configuring case types- case creation (from Customer Service Application- Contact- Account- or Chat)- and workflows.

- Account and Contact Management: Setting up customer hierarchies- relationships- and contact records.

- CSM Configurable Workspace: Configuring form headers- primary/secondary values- and contextual side panels.

- Assignment Workbench: Using Matching Rules to assign tasks to agents based on configurable criteria (e.g.- skills- availability).

- Special Handling Notes: Configuring pop-up windows for special handling notes (e.g.- default width of 500 pixels).

- Roles and Permissions: Managing roles (e.g.- sn_customerservice_agent- sn_customerservice_manager) and restrictions (e.g.- roles that cannot be assigned simultaneously for security).

- Case: A record representing a customer issue or request.

- Matching Rules: Configurable criteria for task assignment in the Assignment Workbench.

- Form Header: Customizable UI component in CSM Configurable Workspace for displaying key case information.

- Roles: Security roles that control access to CSM features (e.g.- sn_customerservice_agent for agents- sn_customerservice_manager for managers).

- Auto Close Resolved Cases: A property to automatically close cases after a set period.

3. Customer Service Management Integration (15-20%)

- Integration with 3rd Party Systems: Configuring integrations using WebDAV- REST- SOAP- or other protocols.

- Integration Capabilities: Understanding supported integration methods and limitations (e.g.- SharePoint integration restrictions).

- Migration of Historical Case Records: Best practices for migrating data from legacy systems to ServiceNow while ensuring data integrity.

- Knowledge Management Integration: Importing external articles and managing knowledge bases.

- WebDAV: A protocol for integrating with external systems for file sharing.

- REST/SOAP: APIs used for ServiceNow integrations.

- Data Integrity: Ensuring accuracy and consistency during data migration.

- Knowledge Base (KB): A repository for storing and managing knowledge articles.

4. CSM Portal- Knowledge Management- Service Catalog- Communities- and Performance Analytics (25-30%)

- CSM Portal: Configuring the customer portal for self-service- including self-registration features and unique registration codes per account.

- Knowledge Management: Setting up knowledge bases- knowledge blocks- and permissions for different user groups. Knowledge articles cannot be created directly from community questions.

- Service Catalog: Configuring and customizing catalog items for customer requests.

- Communities: Managing community features for customer engagement and collaboration.

- Performance Analytics: Setting up dashboards- breakdowns- and reports to monitor CSM performance (e.g.- breakdown dashboards as pop-ups on case forms).

- Proactive Customer Service Operations: Using Predictive Intelligence to identify trends and reduce case volume.

- Entitlements and Service Contracts: Configuring entitlements based on product- asset- or additional fields (when Proactive Customer Service Operations is implemented).

- CSM Portal: The customer-facing interface for self-service and case management.

- Self-Registration: A feature allowing customers to submit registration requests with unique codes.

- Knowledge Blocks: Configurable content blocks for organizing knowledge articles.

- Predictive Intelligence: Machine learning capabilities to analyze case trends and Boost efficiency.

- Entitlements: Rules defining the support a customer is entitled to (e.g.- based on service contracts).

- Breakdown Dashboard: A Performance Analytics tool for visualizing case data.

5. Advanced Features and Workflows (15-20%)

- Advanced Work Assignment (AWA): Configuring AWA with Agent Affinity types (e.g.- skills- availability- capacity).

- Major Issue Management: Managing the process flow for proposing and handling major cases in the Open state.

- Workspace Chat: Using quick actions (e.g.- /r for specific tasks) to enhance agent efficiency.

- Mobile Experience: Configuring mobile-specific features and offline capabilities for the CSM mobile app.

- Upgrade Considerations: Understanding feature parity and migration strategies between ServiceNow releases.

- Customer Service Trending Topics: Using Predictive Intelligence to identify and mitigate case volume drivers.

- Agent Affinity: AWA feature that assigns tasks based on agent-specific attributes.

- Quick Actions: Shortcuts in Workspace Chat for performing tasks (e.g.- /r for resolving cases).

- Major Case: A high-priority case requiring special handling.

- Feature Parity: Ensuring features function consistently across different ServiceNow releases.

6. Practical Application and Scenario-Based Knowledge (10-15%)

- Scenario-Based Questions: Applying knowledge to configure solutions for specific business requirements (e.g.- setting up knowledge blocks- migrating case records- or configuring catalog items).

- Troubleshooting: Diagnosing and resolving issues in CSM configurations.

- Best Practices: Applying ServiceNows recommended practices for implementation and maintenance.

- Case Management: Managing customer issues/requests via cases.

- CSM Configurable Workspace: A customizable UI for agents to manage cases.

- Assignment Workbench: Tool for task assignment using Matching Rules.

- Entitlements: Rules defining customer support eligibility.

- Knowledge Management: Managing knowledge bases and articles.

- CSM Portal: Customer-facing self-service interface.

- Predictive Intelligence: AI-driven analytics for proactive case management.

- Advanced Work Assignment (AWA): Automated task assignment based on agent attributes.

- Now Create Methodology: ServiceNows implementation framework.

- Self-Registration: Customer portal feature for account registration.

- Quick Actions: Chat shortcuts for agent efficiency.

- Breakdown Dashboard: Analytics tool for visualizing case metrics.

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The ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) exam is designed to assess a candidate's knowledge and skills in implementing and configuring ServiceNow Customer Service Management solutions. The exam covers syllabus such as incident management, case management, service level agreements, and reporting. The successful completion of the exam demonstrates that an individual has the expertise required to implement and manage ServiceNow Customer Service Management solutions effectively.

The ServiceNow CIS-CSM exam comprises 60 multiple-choice questions, which must be completed in 90 minutes. The questions cover a range of syllabus related to ServiceNow Customer Service Management solutions, such as service level management, incident and problem management, case management, and reporting. Candidates must achieve a minimum score of 70% to pass the exam and earn the ServiceNow CIS-CSM certification.

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To prepare for the ServiceNow CIS-CSM exam, candidates should have a thorough understanding of ServiceNow Customer Service Management solutions and related syllabus such as incident management, problem management, and case management. They should also have practical experience in implementing and managing ServiceNow Customer Service Management solutions. Candidates should prepare for the exam by reviewing killexams.com exam questions, taking practice exams and online test engine. Candidates can prepare for the exam by using the official ServiceNow documentation, studying with available study resources, and practicing with trial questions and quizzes.

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ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) exam is designed to assess a candidate's knowledge and skills in implementing and configuring ServiceNow Customer Service Management solutions. The exam covers a range of syllabus related to ServiceNow Customer Service Management solutions, such as service level management, incident and problem management, case management, and reporting. Passing the exam demonstrates that an individual has the expertise required to implement and manage ServiceNow Customer Service Management solutions effectively. Candidates can prepare for the exam by having a thorough understanding of ServiceNow Customer Service Management solutions and related topics, practical experience in implementing and managing ServiceNow Customer Service Management solutions, and studying with available study resources. The ServiceNow CIS-CSM certification is valuable for ServiceNow professionals who specialize in customer service management and can lead to better job opportunities and higher salaries.

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