ServiceNow CIS-CSM - Customer Service Management Implementation
By IAmtheCheese · Updated May 29, 2026
| Questions | 160 |
| Passing Score | 75% |
| Format | 100% Multiple Choice |
| Sessions Logged | 52 |
| Times Taken | Log in / Register |
| Highest Score | Log in / Register |
| Questions Mastered | Log in / Register |
| Coverage Progress | Log in / Register |
| Rating | — |
Topics covered
CSM foundational data model44 questions
- Business models9 q
- Product models8 q
- Install base management12 q
- Contracts and entitlements15 q
CSM configuration61 questions
- CSM in ServiceNow11 q
- Routing and assignment19 q
- Case types18 q
- Channels13 q
Case management27 questions
- Case state flows7 q
- Major issue management8 q
- Case digests and service definitions4 q
- CSM workspace4 q
- Case actions, tasks, and escalations4 q
CSM Workspace, Portals, Service Catalog, Analytics, and Reporting16 questions
- Portals and Service Catalog4 q
- Special handling notes, SLAs, and Targeted communications9 q
- Platform Analytics and Reporting3 q
CSM Best Practices and Knowledge Management12 questions
- CSM Best Practices: ServiceNow Architecture2 q
- CSM Best Practices: Customer Service End to End Processes2 q
- CSM Best Practices: Defining Project Scope2 q
- Knowledge Management: Knowledge Functionality Overview2 q
- Knowledge Management: Article Quality Index (AQI)2 q
- Knowledge Management: Knowledge Blocks and Search1 q
- Knowledge Management: Bulk Translations1 q