IT & Computer Science

ServiceNow CIS-CSM - Customer Service Management Implementation

By IAmtheCheese

This practice exam should be more than enough to successfully pass this exam.

Updated May 29, 2026

160questions
75%pass score
100%Multiple Choice

How do you want to study?

Topics covered

This quiz

CSM foundational data model44 (27.5%)
CSM configuration61 (38.1%)
Case management27 (16.9%)
CSM Workspace, Portals, Service Catalog, Analytics, and Reporting16 (10%)
CSM Best Practices and Knowledge Management12 (7.5%)
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
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