284 practice questions for ServiceNow Certified Implementation Specialist: Customer Service Management (CIS-CSM), with full explanations.
Every question comes with the correct answer, the reasoning behind it, and a short note on why each wrong option is wrong. Work through it once with the answers, then again with the questions-only copy under exam conditions.
- 284 questions across all five CIS-CSM exam domains
- Answers and explanations for every question, including the wrong options
- A questions-only PDF for timed practice runs
- Instant delivery by email the moment you check out
- Free monthly updates for as long as the exam is live
- Pass or your money back
A CIS-CSM attempt costs US$450. This pack is US$39, paid once.
Try 10 questions free before you buy.
Last updated September 2026 · 284 questions
What makes the CIS-CSM hard
CIS-CSM is the implementation specialist exam for ServiceNow’s Customer Service Management application, and it is currently written against the Zurich release. ServiceNow re-cuts the mainline exam with each release and then requires annual delta exams to keep the certification current, so the version matters: a question bank from the Washington or Xanadu era gets Configurable Workspace, Communities and the newer case types wrong. The format is 60 multiple-choice and multiple-select questions in 90 minutes.
CSM Configuration is the largest domain at 38%: setup and guided setup, roles and personas, case routing and assignment through the assignment workbench, Advanced Work Assignment and matching rules, case types and case templates, and the communication channels (chat, email, phone, social and the Virtual Agent). CSM Foundational Data Model follows at 27%: the business models (B2B, B2C, B2B2C and B2B2E) and the tables behind them (accounts, contacts, consumers, households and partners), product models, install base and sold products, and the contracts and entitlements that control who can open a case for what.
Case Management sits at 17%: case state flows, major issue management with parent and child cases, case digests, the CSM workspace, and case actions, tasks and escalations. The remaining marks split between Best Practices and Knowledge Management (10%) and Workspace, Portals and Analytics (8%).
About the exam
CIS-CSM (Certified Implementation Specialist: Customer Service Management) certifies the ability to implement ServiceNow Customer Service Management: the CSM data model and business models, CSM configuration, routing and channels, case management, workspaces and portals, and implementation best practices. ServiceNow recommends the CSM Fundamentals and CSM Implementation courses.
Exam domains
- CSM Foundational Data Model: 27%
- CSM Configuration: 38%
- Case Management: 17%
- Workspace, Portals and Analytics: 8%
- Best Practices and Knowledge Management: 10%
60 multiple-choice and multiple-select questions, 90 minutes. ServiceNow does not publish a passing score for this exam. US$450 per attempt (instructor-led training includes one free attempt), taken at a Pearson VUE test centre or OnVUE online proctored, kept current with annual delta exams and the yearly Certification Maintenance Program fee.
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