PDF Version DemoFor more info read reference:
CIS-CSM Official Certification Site
Understanding functional and technical aspects of ServiceNow Certified CIS CSM
The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:
- Implementation approaches to meet requirements that preserve upgradability, scalability, and maintainability
- Implementation solutions that work in conjunction with baseline application functionality
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
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ServiceNow CIS-CSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Case management | 17% | - Case state flows and lifecycle - CSM workspace usage - Case digests and service definitions - Case actions, tasks, and escalations - Major issue management |
| Topic 2: CSM foundational data model | 27% | - Business models - Install base management - Product models - Contracts and entitlements |
| Topic 3: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Special handling notes, SLAs, and targeted communications - Customer portals and service catalog setup - Platform analytics and reporting tools |
| Topic 4: CSM Best Practices and Knowledge Management | 10% | - Knowledge management functionality - Article quality and search - CSM implementation best practices |
| Topic 5: CSM configuration | 38% | - Supported communication channels - CSM application setup - Case types configuration - Routing and assignment rules |
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