PDF VersionExam Topics of ServiceNow Certified CIS CSM
The following are covered in SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test:
- Business Cases / Use Cases
- Proven Practices for Implementation
- Baseline Application Functionality
- Architecture and Security
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
Understanding functional and technical aspects of ServiceNow Certified CIS CSM
The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:
- Key Performance Indicators and Benchmarks
- Selection of appropriate features and functions to meet business requirements
- Value proposition
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ServiceNow CIS-CSM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Platform analytics and reporting tools - Customer portals and service catalog setup - Special handling notes, SLAs, and targeted communications |
| Topic 2: CSM configuration | 38% | - Routing and assignment rules - CSM application setup - Case types configuration - Supported communication channels |
| Topic 3: CSM Best Practices and Knowledge Management | 10% | - CSM implementation best practices - Article quality and search - Knowledge management functionality |
| Topic 4: CSM foundational data model | 27% | - Product models - Business models - Install base management - Contracts and entitlements |
| Topic 5: Case management | 17% | - Major issue management - Case digests and service definitions - CSM workspace usage - Case actions, tasks, and escalations - Case state flows and lifecycle |
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