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ServiceNow (CIS-CSM) : Certified Implementation Specialist- Customer Service Management - Questions & Answers
The ServiceNow Certified Implementation Specialist – Customer Service Management Exam Specification defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites to earn the Certified Implementation Specialist – Customer Service Management certification.
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Ricardo dave
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About This Course
What you'll learn
Understand the fundamentals of Customer Service Management and ServiceNow’s role in modern customer support
Explore the architecture, core components, and data model of ServiceNow CSM
Manage cases effectively, including types, lifecycle, assignment, routing, and prioritization
Apply SLAs and entitlements to ensure service quality and customer satisfaction
Manage accounts, contacts, and consumers, and understand their relationships with cases
Leverage knowledge management and Knowledge-Centered Support (KCS) to enhance self-service and agent productivity
Utilize omni-channel capabilities such as email, chat, virtual agent, and integrate with contact centers
Configure, brand, and manage self-service portals and customer communities for better engagement
Automate processes using workflows, Process Automation Designer, and Playbooks in CSM
Integrate Field Service Management (FSM) with CSM for dispatching, work orders, and end-to-end service delivery
Gain practical insights into real-world use cases and best practices for implementing ServiceNow CSM
Understand the fundamentals of Customer Service Management and ServiceNow’s role in modern customer support
Explore the architecture, core components, and data model of ServiceNow CSM
Manage cases effectively, including types, lifecycle, assignment, routing, and prioritization
Apply SLAs and entitlements to ensure service quality and customer satisfaction
Manage accounts, contacts, and consumers, and understand their relationships with cases
Leverage knowledge management and Knowledge-Centered Support (KCS) to enhance self-service and agent productivity
Utilize omni-channel capabilities such as email, chat, virtual agent, and integrate with contact centers
Configure, brand, and manage self-service portals and customer communities for better engagement
Automate processes using workflows, Process Automation Designer, and Playbooks in CSM
Integrate Field Service Management (FSM) with CSM for dispatching, work orders, and end-to-end service delivery
Gain practical insights into real-world use cases and best practices for implementing ServiceNow CSM
Ricardo dave has a BS and MS in Mechanical Engineering from Santa Clara University and years of experience as a professional instructor and trainer for Data Science and programming. He has publications and patents in various fields such as microfluidics, materials science, and data science technologies. Over the course of his career he has developed a skill set in analyzing data and he hopes to use his experience in teaching and data science to help other people learn the power of programming the ability to analyze data, as well as present the data in clear and beautiful visualizations. Currently he works as the Head of Data Science for Pierian Data Inc. and provides in-person data science and python ...
Curriculum Overview
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Course Specifications
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Lessons
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Capacity
Unlimited
Duration
3:10 Hours
Students
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Created Date
1 Nov 2025
Updated Date
3 Nov 2025
Ricardo dave
Data Analyst at Microsoft
The instructor is currently unavailable.
I am not available for 2 days due to a business trip
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ServiceNow (CIS-CSM) : Certified Implementation Specialist- Customer Service Management - Questions & Answers
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