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