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Updated: Nov 08, 2026
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ServiceNow CIS-CSM Exam measures an individual's proficiency in configuring, customizing, and managing ServiceNow's customer service management applications. CIS-CSM-JPN exam covers various topics, including customer service management fundamentals, case management, knowledge management, service level management, and performance analytics. ServiceNow Certified Implementation Specialist - Customer Service Management Exam (CIS-CSM日本語版) certification validates that an individual has the knowledge and skills required to implement and manage customer service management solutions that meet business requirements.
The CIS-CSM certification exam is designed to test candidates on their ability to implement, configure, and manage the ServiceNow customer service management application. CIS-CSM-JPN exam covers a variety of topics, including case management, customer service management, service level management, and reporting and analytics. Candidates who pass the exam will have demonstrated their ability to design and implement effective customer service solutions using the ServiceNow platform.
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
ServiceNow CIS-CSM日本語 Exam Overview:
| Certification Vendor: | ServiceNow |
|---|---|
| Exam Name: | ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) |
| Exam Number: | CIS-CSM |
| Passing Score: | 70% |
| Related Certifications: | ServiceNow Certified System Administrator (CSA) |
| Certificate Validity Period: | 24 months |
| Exam Price: | USD 300 |
| Real Exam Qty: | 60 |
| Exam Format: | Scenario-based questions, Multiple choice |
| Available Languages: | English |
| Exam Duration: | 90 minutes |
| Recommended Training: | ServiceNow Learning Platform Customer Service Management Implementation Course |
| Exam Registration: | ServiceNow Certification Portal |
| Sample Questions: | ServiceNow CIS-CSM日本語 Sample Questions |
| Exam Way: | Online proctored exam (remote) or authorized test center delivery via ServiceNow certification partner (e.g., Kryterion/Webassessor depending on region) |
| Pre Condition: | Recommended: ServiceNow Certified System Administrator (CSA) and completion of ServiceNow Customer Service Management implementation training |
| Official Syllabus URL: | https://www.servicenow.com/services/training-and-certification.html |
ServiceNow CIS-CSM exam is designed for IT professionals who want to showcase their expertise in implementing and managing the ServiceNow Customer Service Management module. ServiceNow Certified Implementation Specialist - Customer Service Management Exam (CIS-CSM日本語版) certification is ideal for individuals who are responsible for creating and maintaining customer service workflows, managing customer interactions, and implementing service level agreements. The CIS-CSM exam tests the candidate's knowledge of creating service catalog items, managing incidents and requests, configuring agent workspace, and automating customer service processes.
ServiceNow CIS-CSM日本語 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Integrations and Data Management | - Data import and transformation - Integration with external CRM/ERP systems |
| Topic 2: Reporting and Performance Analytics | - Reporting for case and SLA tracking - Performance Analytics dashboards |
| Topic 3: Workflows and Automation | - Flow Designer usage for CSM processes - Assignment rules and routing |
| Topic 4: Core CSM Configuration | - Entitlements and SLAs - Case management configuration - Account and contact management |
| Topic 5: Omni-channel and Customer Interaction | - Customer service portal configuration - Email, chat, and portal interactions |
| Topic 6: Implementation Planning and Overview | - Customer Service Management (CSM) architecture and components - Implementation methodology and best practices |
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