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ServiceNow Certified Implementation Specialist - Customer Service Management Exam: CIS-CSM Exam
"ServiceNow Certified Implementation Specialist - Customer Service Management Exam", also known as CIS-CSM exam, is a ServiceNow Certification. With the complete collection of questions and answers, ExamcollectionPass has assembled to take you through 261 Q&As to your CIS-CSM Exam preparation. In the CIS-CSM exam resources, you will cover every field and category in CIS-Customer Service Management Certification helping to ready you for your successful ServiceNow Certification.
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How much does ServiceNow Certified CIS CSM costs
- Passing Score: 60% or higher
- Length of Exam: 85 min
- Types of questions: Performance Based Questions
- Examination Name: ServiceNow Certified CIS CSM
- No of Questions: 85 Questions
- Examination Fees: $400 USD
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
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Who should take the ServiceNow Certified CIS CSM
The Certified Implementation Specialist - Customer Service Management exam is available to ServiceNow customers, partners, employees, and others interested in becoming a ServiceNow Customer Service Management Certified Implementation Specialist.
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For more info read reference:
CIS-CSM Official Certification Site
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ServiceNow CIS-CSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Case management | 17% | - Case state flows and lifecycle - CSM workspace usage - Major issue management - Case digests and service definitions - Case actions, tasks, and escalations |
| CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Customer portals and service catalog setup - Platform analytics and reporting tools - Special handling notes, SLAs, and targeted communications |
| CSM configuration | 38% | - CSM application setup - Supported communication channels - Case types configuration - Routing and assignment rules |
| CSM Best Practices and Knowledge Management | 10% | - Knowledge management functionality - Article quality and search - CSM implementation best practices |
| CSM foundational data model | 27% | - Contracts and entitlements - Product models - Install base management - Business models |
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