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ServiceNow · Business Platforms · Professional

ServiceNow CIS - Customer Service Management exam guide

Exam ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM)

CIS-CSM validates that you can implement ServiceNow Customer Service Management: accounts, contacts and consumers, cases, entitlements, omnichannel engagement, the customer portal and Agent Workspace. It suits consultants delivering external customer service on ServiceNow.

QuestionsSee official page
Time limitSee official page
Passing scoreSee official page
Exam feeSee official page
Valid forSee official page
DeliveryProctored exam booked through ServiceNow University (online proctored or test center)

Format: Multiple choice and multiple select, proctored. Fee note: ServiceNow sets voucher pricing in ServiceNow University; check there before booking (a retake costs less than a first attempt).

Who it's for

ServiceNow consultants and admins implementing B2B or B2C customer service on ServiceNow.

What the exam covers

The vendor does not publish a domain breakdown for this exam. Check the official exam page for the current objectives.

Eligibility & prerequisites

Required: ServiceNow Certified System Administrator (CSA) plus completion of the required ServiceNow University implementation training for this product before you can book the exam.

Recommended: Experience implementing or administering CSM, including case management and customer portals.

Keeping it active

ServiceNow mainline certifications must be kept current with the platform: complete the maintenance (delta) requirement ServiceNow publishes for new platform releases within its window, or the credential lapses. Check the current maintenance rules in ServiceNow University.

Skills & careers

Skills it validates

  • Configuring accounts, contacts, consumers and households
  • Designing case management and entitlements
  • Setting up omnichannel (chat, email, web) and Advanced Work Assignment
  • Configuring the CSM portal
  • Configuring Agent Workspace
  • Setting up SLAs and service contracts

Job roles

ServiceNow CSM ConsultantServiceNow Implementation SpecialistCustomer Service Platform AnalystServiceNow Functional ConsultantContact Center Solution Consultant

Where it fits in your path

Planning a degree too? See how this cert earns college credit in the College Credit Navigator.

Build my study plan

  1. Week 1: Complete the required CSM implementation training on ServiceNow University; activate CSM in a PDI.
  2. Week 2: Data model: accounts, contacts, consumers, assets, contracts and entitlements.
  3. Week 3: Case lifecycle, assignment with Advanced Work Assignment, and SLAs.
  4. Week 4: Channels, CSM portal, Agent Workspace and knowledge; practice tests.

Make it yours: pick your exam date and weekly hours. We'll split your time by domain weight and give you a printable plan.

Exam-day tips

  • Know the B2B vs B2C data model differences (accounts/contacts vs consumers).
  • Understand how entitlements and contracts decide whether a case is covered.
  • Expect Advanced Work Assignment questions on queues, routing and capacity.
  • Know which roles customers vs agents need on the portal.

Key terms for this exam

All 11 terms Study with thinQcards™

Frequently asked questions

How much does the CIS-CSM exam cost?

ServiceNow sets exam voucher pricing in ServiceNow University and it can differ by region and by whether you hold a subscription or partner/customer entitlement; check the current price there before booking. Retakes cost less than a first attempt.

How do I keep CIS-CSM active?

Keep it current with each ServiceNow family release by completing the maintenance (delta) requirement ServiceNow publishes within its window; otherwise the certification lapses.

CIS-CSM vs CIS-ITSM?

ITSM serves internal IT users; CSM serves external customers and partners with accounts, entitlements and customer portals.

Who hires CIS-CSM holders?

ServiceNow partners and enterprises running customer service on ServiceNow.

What is required before the exam?

CSA plus the required CSM implementation training in ServiceNow University.

Official page: www.servicenow.com. Reviewed November 2026. Vendors change fees and objectives, so confirm with the vendor before you book. Spot something out of date? Tell us.