ServiceNow CIS CSM - Customer Service Management

ServiceNow CIS CSM - Customer Service Management udemy course

CIS Servicenow Customer Service Management

Recommended Knowledge: Certified System Administrator,

Six (6) months field experience participating in implementing ServiceNow CSM

ServiceNow Certified Implementation Specialist – CSM

CSM Exam Specification

The ServiceNow Certified Implementation Specialist – CSM Exam Specification defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites to become a ServiceNow CSM Implementation Specialist

Exam Purpose

The ServiceNow Certified Implementation Specialist – CSM Professional exam certifies that a successful candidate has the skills and essential knowledge to contribute to the configuration, implementation, and maintenance of the ServiceNow CSM Professional application.

Exam Audience

The ServiceNow Certified Implementation Specialist – CSM Professional exam is available to ServiceNow customers, partners, sales engineers, employees, and others interested in becoming a ServiceNow CSMCertified Implementation Specialist

Exam Preparation

Exam questions are based on official ServiceNow training materials, the ServiceNow documentation site, and the ServiceNow developer site. Study materials posted elsewhere online are not official and should not be used to prepare for the examination.

Exam Scope

Exam content is divided into Learning Domains that correspond to key topics and activities typically encountered during ServiceNow implementations. In each Learning Domain, specific learning objectives have been identified and are tested in the exam. The following table shows the learning domains, weightings, and sub-skills measured by this exam and the percentage of questions represented in each domain. The listed subskills should NOT be considered an all-inclusive list of exam content.

• 05%   Engagement Methodology and Project Planning

• 60%   Customer Service Management System Setup and Configuration

• 10%   Customer Service Management Integration

• 25%  CSM Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics

Exam Structure

The exam consists of 60 questions. For each question on the examination, there are multiple possible responses. The person taking the exam reviews the response options and selects the most correct answer to the question.

Multiple Choice (single answer)

For each multiple-choice question on the exam, there are at least four possible responses. The candidate taking the exam reviews the response options and selects the one response that most accurately answers the question.

Multiple Select (select all that apply)

For each multiple-select question on the exam, there are at least four possible responses. The question will state how many responses should be selected. The candidate taking the exam reviews the response options and selects ALL responses that accurately answer the question. Multiple-select questions have two or more correct responses.

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