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The Certified Implementation Specialist – Customer Service Management exam certifies that a successful candidate has the skills and essential knowledge to lead and contribute to the configuration, implementation, and maintenance of the ServiceNow CSM application.

The Certified Implementation Specialist – Customer Service Management exam is available to ServiceNow customers, partners, employees, and others interested in becoming a ServiceNow Customer Service Management Certified Implementation Specialist.

? Six months field experience participating in ServiceNow CSM deployment projects or maintaining CSM application suite in ServiceNow instances

? Practical knowledge about Customer Services Processes and knowledge of Case workflows

? General familiarity with industry terminology, acronyms, and initialisms 

    

A. True

B. False

A. False

B. True

A. Customer Service Application

B. Contact

C. Account

D. Chat

A. Agent resources best suited to work on a case

B. Specific routing rules

C. Filters set up in advanced work assignment

D. Specific case attributes

A. Matching best agent by availability

B. Providing dynamic matching of cases to groups or individuals

C. Determining if account is a customer or partner

D. Matching best agent by skill

A. Domain

B. Contact

C. Holiday

D. VIP