The ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM) certification validates expertise in configuring, implementing, and managing Customer Service Management (CSM) applications within the ServiceNow platform. It is intended for implementation specialists, consultants, and administrators who help organizations deliver seamless, proactive, and connected customer service experiences.

This course follows the official CIS-CSM exam objectives, covering the skills needed to streamline case management, automate workflows, and integrate customer service processes with IT, operations, and field service. By mastering these areas, candidates will be able to align customer service operations with organizational goals and improve overall satisfaction.

Core areas of focus include:

• CSM Fundamentals: understanding case types, assignment rules, SLAs, entitlements, and service contracts

• Case Management: configuring workflows for customer inquiries, escalations, and issue resolution

• Knowledge Management: enabling self-service by integrating knowledge bases into the customer portal

• Omnichannel Engagement: leveraging channels such as chat, email, phone, and portals for consistent customer experiences

• Field Service & IT Integration: connecting CSM with field service, ITSM, and operations to support end-to-end resolution

• Proactive Customer Service: configuring predictive intelligence and monitoring to resolve issues before they escalate

• Data & Security: managing account hierarchies, protecting customer data, and ensuring compliance

• Reporting & Analytics: building dashboards, KPIs, and customer satisfaction reports for service optimization

CSM Fundamentals: understanding case types, assignment rules, SLAs, entitlements, and service contracts

Case Management: configuring workflows for customer inquiries, escalations, and issue resolution

Knowledge Management: enabling self-service by integrating knowledge bases into the customer portal

Omnichannel Engagement: leveraging channels such as chat, email, phone, and portals for consistent customer experiences

Field Service & IT Integration: connecting CSM with field service, ITSM, and operations to support end-to-end resolution

Proactive Customer Service: configuring predictive intelligence and monitoring to resolve issues before they escalate

Data & Security: managing account hierarchies, protecting customer data, and ensuring compliance

Reporting & Analytics: building dashboards, KPIs, and customer satisfaction reports for service optimization

The course includes practice questions designed to replicate real-world scenarios, such as handling escalated customer cases, configuring entitlement rules, or building workflows that connect CSM with IT operations. Each question is supported by detailed explanations, helping candidates understand best practices and platform functionality.

By completing this preparation, you’ll be ready to pass the CIS-CSM exam and excel in roles such as ServiceNow CSM Consultant, Customer Experience Specialist, Implementation Engineer, or Platform Administrator. This certification proves your ability to transform customer service operations into proactive, efficient, and connected experiences with ServiceNow.