Servicenow-CIS-CSM braindumps are daily updated at killexams.com
At killexams.com, we deliver exceptional and current Servicenow-CIS-CSM practice test software Practice Tests, backed by a 100% pass guarantee. To achieve top scores on your exam, engage with our practice questions for a minimum of 24 hours. Your journey to successfully pass the Servicenow-CIS-CSM exam starts with killexams.com's premium TestPrep Practice Tests, online test engine, and desktop test engine, designed to ensure your triumph.

Conquering the authentic ServiceNow Servicenow-CIS-CSM exam is a formidable challenge when relying solely on course books or freely available online resources. The exam features a multitude of intricate scenarios and complex questions that can confound even the most prepared candidates. Killexams bridges this gap by offering genuine Servicenow-CIS-CSM online exam practice Practice Test in the form of Mock Exam and a cutting-edge VCE test engine. Aspiring candidates can begin by downloading our 100 percent free Servicenow-CIS-CSM Practice Test Practice Test to experience the exceptional quality before committing to the full version of Servicenow-CIS-CSM online exam practice Practice Test. With the superior quality of our real questions Practice Test, passing the Servicenow-CIS-CSM exam is well within reach. Be sure to seize our exclusive discount coupons for added value.

While numerous providers of practice questions Practice Tests are available online, many deliver outdated Servicenow-CIS-CSM real questions materials. For a trustworthy and dependable Servicenow-CIS-CSM practice questions Practice Test provider, Killexams stands out as the premier choice. Avoid squandering time and resources on unreliable sources; we recommend visiting Killexams directly, downloading the 100 percent free Servicenow-CIS-CSM Practice Test Practice Test, and exploring the sample questions. If satisfied, register for three months of access to the latest and authentic Servicenow-CIS-CSM real questions Practice Test, featuring real exam questions and answers. Additionally, enhance your preparation with the Servicenow-CIS-CSM VCE test engine, designed to ensure your success.

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 improve 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.