ServiceNow CIS-CSM Exam Details & Actual Exam Questions
- Exam Code/Number: CIS-CSM
- Exam Name/Title: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
- Certification Provider: ServiceNow
- Corresponding Certification: CIS-Customer Service Management
- Exam Questions: 261
- Updated On: Jul,14 2026
- Certification Level: Professional
ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions
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(27 Up Votes)ServiceNow CIS-CSM Exam Overview:
| Certification Vendor: | ServiceNow |
| Exam Name: | ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) |
| Exam Number: | CIS-CSM |
| Exam Format: | Multiple choice, Scenario-based questions |
| Exam Price: | USD 300 |
| Exam Duration: | 90 minutes |
| Passing Score: | 70% |
| Available Languages: | English |
| Real Exam Qty: | 60 |
| Related Certifications: | ServiceNow Certified System Administrator (CSA) |
| Certificate Validity Period: | 24 months |
| Sample Questions: | ServiceNow CIS-CSM Sample Questions |
| Exam Way: | Online proctored exam (remote) or authorized test center delivery via ServiceNow certification partner (e.g., Kryterion/Webassessor depending on region) |
| Pre Condition: | Recommended: ServiceNow Certified System Administrator (CSA) and completion of ServiceNow Customer Service Management implementation training |
| Official Syllabus URL: | https://www.servicenow.com/services/training-and-certification.html |
ServiceNow CIS-CSM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Implementation Planning and Overview | - Implementation methodology and best practices - Customer Service Management (CSM) architecture and components |
| Topic 2: Core CSM Configuration | - Entitlements and SLAs - Account and contact management - Case management configuration |
| Topic 3: Workflows and Automation | - Assignment rules and routing - Flow Designer usage for CSM processes |
| Topic 4: Reporting and Performance Analytics | - Performance Analytics dashboards - Reporting for case and SLA tracking |
| Topic 5: Integrations and Data Management | - Integration with external CRM/ERP systems - Data import and transformation |
| Topic 6: Omni-channel and Customer Interaction | - Customer service portal configuration - Email, chat, and portal interactions |
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