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For more info read reference:
CIS-CSM Official Certification Site
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
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Certification Path of ServiceNow Certified CIS CSM
ServiceNow requires the completion of the following prerequisite training course(s) in preparation for the Certified Implementation Specialist - Customer Service Management exam:
- Get Started with Now Create
- Customer Service Management Implementation
- ServiceNow Platform Implementation
- Customer Service Management Fundamentals
- CMDB Fundamentals
- ServiceNow Fundamentals
ServiceNow CIS-CSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: CSM Best Practices and Knowledge Management | 10% | - Knowledge Management
|
| Topic 2: Case Management | 17% | - Case State Flows
|
| Topic 3: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Platform Analytics and Reporting
|
| Topic 4: CSM Foundational Data Model | 27% | - Business Models
|
| Topic 5: CSM Configuration | 38% | - Channels
|
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