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ServiceNow CIS-CSM日本語 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Customer Service Management System Setup and Configuration: This section assesses ServiceNow Consultants' configuration expertise in setting up the CSM application. It focuses on enabling ServiceNow CSM, defining routing and assignment rules, configuring case types and communication channels, and customizing CSM workspace behavior.
Topic 2
  • This section evaluates ServiceNow Consultants' capabilities in extending CSM beyond core case handling. It includes knowledge of CSM portal configuration, service catalog setup, SLAs, targeted communications, community engagement, and using performance analytics for reporting and insights.
Topic 3
  • CSM Portal, Knowledge Management, Service Catalog, Communities, and Performance Analytics
Topic 4
  • Case Management: This part of the exam measures the operational proficiency of Configuration Specialists in managing case lifecycles. It examines knowledge of case states and flows, major issue handling, service definition and digest setup, CSM workspace tools, and the creation of case actions, tasks, and escalations.
Topic 5
  • CSM Foundational Data Model: This section evaluates Configuration Specialists' understanding of core CSM data structures. It covers business models, product models, install base management, and contract
  • entitlement handling, essential for underpinning ServiceNow CSM

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

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Understanding functional and technical aspects of ServiceNow Certified CIS CSM

The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:

  • Implementation approaches to meet requirements that preserve upgradability, scalability, and maintainability
  • Implementation solutions that work in conjunction with baseline application functionality

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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:

  • Customer Service Management Fundamentals
  • ServiceNow Fundamentals
  • CMDB Fundamentals
  • ServiceNow Platform Implementation
  • Get Started with Now Create
  • Customer Service Management Implementation

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