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The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:
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Sample Item - Incident Management:
If a parent Incident is updated to reflect a new Assignment Group, Work Notes, and related Problem, which corresponding fields are updated on the child Incident(s)?
Sample Item - Problem Management:
When creating a problem record from an incident record, which element defines the field mapping between the two?
Sample Item - Change and Release Management:
Conflict detection in change management can identify conflicts from which of the following reasons?
Sample Item - Knowledge Management:
Each time a knowledge article is viewed, a record with the user identity and whether the articles was attached to a task, is added to which table?
Sample Item - Service Catalog / Request Management:
Which one of the following is proper syntax for accessing values of variables from a Record Producer script field?
Sample Item - Configuration Management Database (CMDB):
Which field on a Configuration Item (CI) may be used to route Incidents to the appropriate group to quickly resolve Incidents related to the CI?
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
| Section | Objectives |
|---|---|
| Topic 1: Omni-channel and Customer Interaction | - Customer service portal configuration - Email, chat, and portal interactions |
| Topic 2: Reporting and Performance Analytics | - Reporting for case and SLA tracking - Performance Analytics dashboards |
| Topic 3: Implementation Planning and Overview | - Customer Service Management (CSM) architecture and components - Implementation methodology and best practices |
| Topic 4: Integrations and Data Management | - Integration with external CRM/ERP systems - Data import and transformation |
| Topic 5: Core CSM Configuration | - Entitlements and SLAs - Account and contact management - Case management configuration |
| Topic 6: Workflows and Automation | - Assignment rules and routing - Flow Designer usage for CSM processes |
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