ServiceNow Certified Implementation Specialist — CSM (CIS-CSM)

The CIS-CSM certification validates expertise in implementing Customer Service Management workflows on the ServiceNow platform. It covers case management, customer portals, proactive customer service operations, and integration with field service and other departments. Certified specialists help organisations deliver seamless, omnichannel customer service experiences.

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What is the CIS-CSM Course?

Who Should Take This Course?

Customer Service Technology Consultants
ServiceNow Implementation Specialists expanding to CSM
CX and Customer Success Platform Architects
Customer Service Operations Managers
Technical Consultants delivering CRM transformation projects
ServiceNow CSAs advancing to a CSM specialist track

What You Will Learn in the CIS-CSM Course

A comprehensive curriculum covering all exam objectives with hands-on labs and real-world practice.

CSM Application Configuration

Configure the core Customer Service Management application on ServiceNow.

CSM application activation and scoping
Account, contact, and consumer management
Case management lifecycle and states
CSM agent workspace configuration

Customer Portal and Engagement

Customer Service Portal design
Community forums and knowledge integration
Live Agent chat and messaging
Virtual Agent for customer self-service

Case Routing and SLA Management

Skill-based and queue-based routing
SLA definitions and breach escalations
Entitlements and service contracts
Priority and severity matrices

Proactive Customer Service Operations

Install base and product model management
Proactive case creation from alerts
Field service integration for on-site cases
IoT event-triggered case workflows

Omnichannel Integration

Email, phone, and chat channel configuration
Telephony CTI integration
Social media case capture
Unified agent desktop experience

Reporting and Customer Insights

CSM dashboards and KPIs
Customer satisfaction (CSAT) surveys
NPS measurement and analytics
Performance Analytics for service operations

Course Prerequisites

Pre-requisites training is free when you purchase the course from ProSupport

ServiceNow CSA certification
Understanding of customer service processes and CRM concepts
Completion of CSM Implementation Specialist training course
2+ years of customer service technology or ServiceNow implementation experience

Exam Information

Everything you need to know about the CIS-CSM certification exam.

Exam Component	Details
Exam Name	ServiceNow Certified Implementation Specialist — CSM
Exam Code	CIS-CSM
Exam Type	Proctored multiple-choice exam
Total Questions	60
Passing Score	70%
Exam Duration	90 minutes
Language	English
Exam Provider	ServiceNow (Webassessor / Kryterion)
Exam Focus	ServiceNow Customer Service Management implementation
Exam Registration	now.com/certification via ServiceNow Learning
Retake Policy	14-day wait after failed attempt; fees apply per attempt
Certification Validity	2 years; must recertify on latest release