Exam Code: CIS-CSM
Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam (CIS-CSM日本語版)
Certification Provider: ServiceNow
Corresponding Certification: CIS-Customer Service Management

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Updated: Aug 02, 2026

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Exam Topics of ServiceNow Certified CIS CSM

The following are covered in SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test:

Architecture and Security
Baseline Application Functionality
Proven Practices for Implementation
Business Cases / Use Cases

Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf

ServiceNow CIS-CSM日本語 Exam Overview:

Certification Vendor:	ServiceNow
Exam Name:	ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM)
Exam Number:	CIS-CSM
Related Certifications:	ServiceNow Certified System Administrator (CSA)
Certificate Validity Period:	24 months
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
Recommended Training:	Customer Service Management Implementation Course ServiceNow Learning Platform
Exam Registration:	ServiceNow Certification Portal
Sample Questions:	ServiceNow CIS-CSM日本語 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

For more info read reference:

CIS-CSM Official Certification Site

ServiceNow CIS-CSM日本語 Exam Syllabus Topics:

Section	Objectives
Topic 1: Omni-channel and Customer Interaction	- Email, chat, and portal interactions - Customer service portal configuration
Topic 2: Implementation Planning and Overview	- Customer Service Management (CSM) architecture and components - Implementation methodology and best practices
Topic 3: Reporting and Performance Analytics	- Performance Analytics dashboards - Reporting for case and SLA tracking
Topic 4: Integrations and Data Management	- Integration with external CRM/ERP systems - Data import and transformation
Topic 5: Core CSM Configuration	- Entitlements and SLAs - Case management configuration - Account and contact management
Topic 6: Workflows and Automation	- Assignment rules and routing - Flow Designer usage for CSM processes

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