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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 |
|---|---|---|
| Topic 1: Case management | 17% | - Case state flows and lifecycle - Case digests and service definitions - CSM workspace usage - Case actions, tasks, and escalations - Major issue management |
| Topic 2: CSM Best Practices and Knowledge Management | 10% | - Knowledge management functionality - CSM implementation best practices - Article quality and search |
| Topic 3: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Platform analytics and reporting tools - Special handling notes, SLAs, and targeted communications - Customer portals and service catalog setup |
| Topic 4: CSM configuration | 38% | - Supported communication channels - Routing and assignment rules - Case types configuration - CSM application setup |
| Topic 5: CSM foundational data model | 27% | - Install base management - Product models - Contracts and entitlements - Business models |
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