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Start guided practiceServiceNow Certified Implementation Specialist — Customer Service Management
Implementing Customer Service Management: account and contact models, case management and routing, self-service portals, and integrating customer service with the wider platform.
ServiceNow does not publish numeric exam codes — CIS-CSM is the common abbreviation.
ServiceNow Certified Implementation Specialist — Customer Service Management is ServiceNow's professional-level business applications certification, referred to across the industry by the shorthand CIS-CSM. The exam runs for 1 hour 30 minutes and presents up to 60 questions, with a pass mark of pass / fail — cut score not published. It costs US$300 at the standard rate.
ServiceNow publishes the syllabus as 5 weighted domains. Case Management carries the most weight at 30%, and the three largest domains together account for roughly 70% of the scored content — worth knowing before you decide where study time goes.
Confirm these details on the official ServiceNow page before booking — vendors adjust format and pricing without notice.
Some forms include unscored trial questions
Standard rate, before local taxes
The published exam guide for CIS-CSM, in the vendor's own order.
01CSM Data Model
20%02Case Management
30%03Communication Channels and Portals
20%04Agent Workspace and Automation
15%05Integration and Reporting
15%Certified System Administrator plus the CSM implementation course.
Professional level — Advanced credentials covering design, scale and trade-off decisions.
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Clear answers about the exam, the study experience, and what to expect before you begin.
ServiceNow lists up to 60 questions, to be completed in 1 hour 30 minutes. Question counts can vary slightly between exam forms, and unscored trial questions are sometimes included.
Pass / fail — cut score not published. Confirm the current figure on the official exam page before booking, as vendors adjust cut scores when an exam form is refreshed.
The standard price is US$300. Local pricing, taxes and any retake policy vary by region, so check the official page for the figure that applies to you.
Certified System Administrator plus the CSM implementation course.
The exam guide covers CSM Data Model, Case Management, Communication Channels and Portals, Agent Workspace and Automation and Integration and Reporting. The full weighted breakdown is listed above.
Yes — this exam has 257 practice questions available here, each with the correct answer marked.