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CIS-CSM Official Certification Site
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
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| Section | Weight | Objectives |
|---|---|---|
| Case management | 17% | - Case actions, tasks, and escalations - Major issue management - CSM workspace usage - Case digests and service definitions - Case state flows and lifecycle |
| CSM Best Practices and Knowledge Management | 10% | - CSM implementation best practices - Article quality and search - Knowledge management functionality |
| CSM configuration | 38% | - Supported communication channels - Case types configuration - Routing and assignment rules - CSM application setup |
| CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Platform analytics and reporting tools - Customer portals and service catalog setup - Special handling notes, SLAs, and targeted communications |
| CSM foundational data model | 27% | - Install base management - Business models - Contracts and entitlements - Product models |
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