ServiceNow

Certified Implementation Specialist

– Customer Service Management
Exam Specification
Orlando Release – Updated March 11, 2020

© 2020 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
Introduction
The ServiceNow Certified Implementation Specialist – Customer Service Management
Exam Specification defines the purpose, audience, testing options, exam content
coverage, test framework, and prerequisites to become CIS - CSM certified.

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

Exam Audience
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.

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
Prerequisite ServiceNow Training Path
ServiceNow requires the completion of the following prerequisite training course(s) in
preparation for the Certified Implementation Specialist – Customer Service
Management exam. Information provided in the following ServiceNow training
course(s) contain source material for the exam.

• ServiceNow Fundamentals
• SIM Fundamentals
• ServiceNow Platform Implementation
• Customer Service Management Fundamentals
• Customer Service Management Implementation - *Upon completion, the
candidate will be issued a voucher code to register for the Certified
Implementation Specialist – Customer Service Management exam.

Recommended Knowledge & Education

ServiceNow recommends completion of the following Training Course(s) and

Certification(s) in preparation for the exam.

• Implementer Learning Path

© 2020 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 • Communities Implementation
• CSM with Service Management for BPC
• Customer Service Management with Service Management for Implementers
• Agent Workspace Fundamentals
• Advanced Work Assignment
• Predictive Intelligence Fundamentals
• Performance Analytics Essentials
• Performance Analytics Fundamentals
• Virtual Agent Overview
• Service Portal Fundamentals

Additional Resources

In addition to the above, the candidate may find the following additional resources
valuable in preparation for the exam.

• Documentation and Release Notes

Additional Recommended Experience

• Six months field experience participating in ServiceNow CSM deployment

projects or maintaining CSM application suite in ServiceNow instances
• Practical knowledge about Customer Services Processes and
knowledge of Case workflows
• General familiarity with industry terminology, acronyms, and initialisms

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 sub-
skills should NOT be considered an all-inclusive list of exam content.

Learning Domain % of Exam

1 Engagement Methodology and Project Planning 10%

• Project Phases
• Working with Clients
• Team Responsibilities

© 2020 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 2 Customer Service Management System Setup and 50%
Configuration

• Overview of CSM Application

• CSM in ServiceNow
• CSM Setup

3 Customer Service Management Integration 15%

• Integration Capabilities
• Integration with 3rd Party Systems
• Migration of Historical Case Records

4 CSM Portal, Knowledge Management, Service Catalog, 25%

Communities and Performance Analytics

• CSM Portal
• Knowledge Management
• Service Catalog
• Communities and Performance Analytics

Total 100%

Exam Registration
Each candidate must register for the exam via the ServiceNow Webassessor website
using a voucher obtained by completing the Customer Service Management
Implementation training prerequisite. The voucher code obtained from the prerequisite
training path is nontransferable and provides the candidate eligibility to sit for the
Certified Implementation Specialist – Customer Service Management exam only.

During the registration process, each test taker has the option of taking the exam at an
Authorized Testing Center or as an online-proctored exam. In both testing venues, the
Certified Implementation Specialist exam is done through a consistent, friendly, user
interface customized for ServiceNow tests.

The Kryterion testing network is worldwide and all locations offer a secure, comfortable
testing environment. Candidates register for the exam at a specific date and time so
there is no waiting and a seat is reserved in the testing center.

© 2020 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
Each candidate can also choose to take the exam as an online-proctored exam. This
testing environment allows a candidate to take the test on his or her own system
provided that certain requirements are met.

NOTE: A special accommodation version of the exam is available. Contact

[email protected] for more information. Depending on the
accommodation, there may be a 30-day lead time before testing.

Exam Structure
The exam consists of approximately (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 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.

Exam Results
After completing and submitting the exam, a pass or fail result is immediately
calculated and displayed to the candidate. More detailed results are not provided to
the candidate.

Exam Retakes
If a candidate fails to pass an exam, they may register to take the exam again up to
three more times for a cost of $150.

© 2020 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
Sample Question(s)
Sample Item #1:

When does UAT testing usually happen?

A. A week before go-live
B. A week after go-live
C. 2-3 weeks before go-live
D. 4-6 weeks before go-live

Answer: D
Sample Item #2:

Which of the following is included in an account relationship record? (select two)

A. A source account, selected in the Account From field
B. A target account, selected in the Account To field
C. A contact, selected in the Contact Name field
D. A location, selected in the Location field

Answer: A,B
Sample Item #3:

What is the final state of a case?

A. Resolved
B. Resolution Accepted
C. Completed
D. Closed

Answer: D
Sample Item #4:

Which of the following widgets are part of the CSM Unified Theme package? (Select
two)
A. CSM Portal widget
B. CSM Unified Navigation widget
C. CSM Style Guide
D. CSM Unified Portal Footer

Answer: C,D

© 2020 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.