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Exam Code: CIS-CSM
Exam Name: Servicenow Certified Implementation Specialist - Customer Service Management
Exam Format: Approximately 60 questions
Exam Type: multiple-choice
Exam Time: 90-130 minutes
Passing: Pass/fail scoring system
Passing Score: 60-70%
Prerequisites: Completion of ServiceNows Customer Service Management Fundamentals and Customer Service Management Implementation training courses.
Delivery: Online proctored or at an authorized testing center via Webassessor.

1. Engagement Methodology and Project Planning (10-15%)
- Now Create Methodology: ServiceNows prescriptive methodology for implementations, including sequential project phases (e.g., Initiate, Plan, Execute, Close) and exit gates.
- Project Phases and Team Responsibilities: Defining roles (e.g., project manager, technical consultant, business analyst) and responsibilities across project phases.
- Implementation Approaches: Strategies to ensure upgradability, scalability, and maintainability of the CSM application.
- Customer Engagement: Techniques for working with clients to gather requirements, manage expectations, and ensure successful adoption.

- Now Create: ServiceNows framework for guiding implementations with best practices and accelerators.
- Exit Gates: Checkpoints to ensure project milestones are met before moving to the next phase.
- Scalability: Designing solutions that can handle increased demand without performance degradation.
- Upgradability: Ensuring customizations align with ServiceNows upgrade paths to avoid issues in future releases.

2. Customer Service Management System Setup and Configuration (20-25%)
- CSM Application Overview: Understanding the scope and capabilities of the CSM module.
- Case Management: Configuring case types, case creation (from Customer Service Application, Contact, Account, or Chat), and workflows.
- Account and Contact Management: Setting up customer hierarchies, relationships, and contact records.
- CSM Configurable Workspace: Configuring form headers, primary/secondary values, and contextual side panels.
- Assignment Workbench: Using Matching Rules to assign tasks to agents based on configurable criteria (e.g., skills, availability).
- Special Handling Notes: Configuring pop-up windows for special handling notes (e.g., default width of 500 pixels).
- Roles and Permissions: Managing roles (e.g., sn_customerservice_agent, sn_customerservice_manager) and restrictions (e.g., roles that cannot be assigned simultaneously for security).

- Case: A record representing a customer issue or request.
- Matching Rules: Configurable criteria for task assignment in the Assignment Workbench.
- Form Header: Customizable UI component in CSM Configurable Workspace for displaying key case information.
- Roles: Security roles that control access to CSM features (e.g., sn_customerservice_agent for agents, sn_customerservice_manager for managers).
- Auto Close Resolved Cases: A property to automatically close cases after a set period.

3. Customer Service Management Integration (15-20%)
- Integration with 3rd Party Systems: Configuring integrations using WebDAV, REST, SOAP, or other protocols.
- Integration Capabilities: Understanding supported integration methods and limitations (e.g., SharePoint integration restrictions).
- Migration of Historical Case Records: Best practices for migrating data from legacy systems to ServiceNow while ensuring data integrity.
- Knowledge Management Integration: Importing external articles and managing knowledge bases.

- WebDAV: A protocol for integrating with external systems for file sharing.
- REST/SOAP: APIs used for ServiceNow integrations.
- Data Integrity: Ensuring accuracy and consistency during data migration.
- Knowledge Base (KB): A repository for storing and managing knowledge articles.

4. CSM Portal, Knowledge Management, Service Catalog, Communities, and Performance Analytics (25-30%)
- CSM Portal: Configuring the customer portal for self-service, including self-registration features and unique registration codes per account.
- Knowledge Management: Setting up knowledge bases, knowledge blocks, and permissions for different user groups. Knowledge articles cannot be created directly from community questions.
- Service Catalog: Configuring and customizing catalog items for customer requests.
- Communities: Managing community features for customer engagement and collaboration.
- Performance Analytics: Setting up dashboards, breakdowns, and reports to monitor CSM performance (e.g., breakdown dashboards as pop-ups on case forms).
- Proactive Customer Service Operations: Using Predictive Intelligence to identify trends and reduce case volume.
- Entitlements and Service Contracts: Configuring entitlements based on product, asset, or additional fields (when Proactive Customer Service Operations is implemented).

- CSM Portal: The customer-facing interface for self-service and case management.
- Self-Registration: A feature allowing customers to submit registration requests with unique codes.
- Knowledge Blocks: Configurable content blocks for organizing knowledge articles.
- Predictive Intelligence: Machine learning capabilities to analyze case trends and Excellerate efficiency.
- Entitlements: Rules defining the support a customer is entitled to (e.g., based on service contracts).
- Breakdown Dashboard: A Performance Analytics tool for visualizing case data.

5. Advanced Features and Workflows (15-20%)
- Advanced Work Assignment (AWA): Configuring AWA with Agent Affinity types (e.g., skills, availability, capacity).
- Major Issue Management: Managing the process flow for proposing and handling major cases in the Open state.
- Workspace Chat: Using quick actions (e.g., /r for specific tasks) to enhance agent efficiency.
- Mobile Experience: Configuring mobile-specific features and offline capabilities for the CSM mobile app.
- Upgrade Considerations: Understanding feature parity and migration strategies between ServiceNow releases.
- Customer Service Trending Topics: Using Predictive Intelligence to identify and mitigate case volume drivers.

- Agent Affinity: AWA feature that assigns tasks based on agent-specific attributes.
- Quick Actions: Shortcuts in Workspace Chat for performing tasks (e.g., /r for resolving cases).
- Major Case: A high-priority case requiring special handling.
- Feature Parity: Ensuring features function consistently across different ServiceNow releases.

6. Practical Application and Scenario-Based Knowledge (10-15%)
- Scenario-Based Questions: Applying knowledge to configure solutions for specific business requirements (e.g., setting up knowledge blocks, migrating case records, or configuring catalog items).
- Troubleshooting: Diagnosing and resolving issues in CSM configurations.
- Best Practices: Applying ServiceNows recommended practices for implementation and maintenance.

- Case Management: Managing customer issues/requests via cases.
- CSM Configurable Workspace: A customizable UI for agents to manage cases.
- Assignment Workbench: Tool for task assignment using Matching Rules.
- Entitlements: Rules defining customer support eligibility.
- Knowledge Management: Managing knowledge bases and articles.
- CSM Portal: Customer-facing self-service interface.
- Predictive Intelligence: AI-driven analytics for proactive case management.
- Advanced Work Assignment (AWA): Automated task assignment based on agent attributes.
- Now Create Methodology: ServiceNows implementation framework.
- Self-Registration: Customer portal feature for account registration.
- Quick Actions: Chat shortcuts for agent efficiency.
- Breakdown Dashboard: Analytics tool for visualizing case metrics.