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ServiceNow requires the completion of the following prerequisite training course(s) in preparation for the Certified Implementation Specialist - Customer Service Management exam:
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The following are covered in SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test:
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Special Handling Notes, SLAs, and Targeted Communications
|
| Topic 2: CSM Foundational Data Model | 27% | - Product Models
|
| Topic 3: CSM Configuration | 38% | - Routing and Assignment
|
| Topic 4: CSM Best Practices and Knowledge Management | 10% | - Knowledge Management
|
| Topic 5: Case Management | 17% | - Major Issue Management
|
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