CIS-CSM Exam OCT 2025 for ServiceNow Customer Service

Prepare for the ServiceNow CIS-CSM Certification Exam (Yokohama/Zurich 2025 Release)!

Welcome! This resource is designed to help you effectively prepare for and confidently pass the latest ServiceNow CIS-CSM certification exam, specifically for the Yokohama/Zurich 2025 release. Our CIS-CSM mock tests are built from questions directly mirroring those found in the ServiceNow CIS-CSM exams, updated monthly to reflect the latest changes.

We provide detailed explanations based on official ServiceNow training materials, the ServiceNow documentation site, and the developer site. While reviewing these practice exam solutions, we strongly recommend consulting the official ServiceNow documentation to deepen your understanding of each topic and solidify your grasp of Customer Service Management (CSM) concepts.

Important Note: These practice exams are for practice only and should not be considered official study materials. Don't expect every question to appear on the actual exam. Use them to reinforce your learning and identify areas for improvement.

Exam Scope: Key Learning Domains

The exam is structured around key learning domains, each with specific objectives. Here's a breakdown of the domains, their weightings, sub-topics, and approximate question percentages. Please note that the listed sub-skills are not exhaustive.

• 1. CSM Foundational Data Model [5%]
  • Business Models
  • Product Models
  • Install Base Management
  • Contracts and Entitlements
• 2. Customer Service Management System Setup and Configuration [60%]
  • CSM in ServiceNow
  • Routing and Assignment
  • Case Types
  • Channels
• 3. Case Management [10%]
  • Case State Flows
  • Major Issue Management
  • Case Digests and Service Definitions
  • CSM Workspace
  • Case Actions, Tasks, and Escalations
• 4. CSM Portal, Knowledge Management, Service Catalog, Communities, and Performance Analytics [25%]
  • Portals and Service Catalog
  • Special Handling Notes, SLAs, and Targeted Communications
  • Platform Analytics and Reporting

Exam Structure

• Number of Items: 60 questions
• Question Types:
  • Multiple Choice (Single Answer): Select the single best answer from at least four options.
  • Multiple Select (Select All That Apply): Select all applicable answers from at least four options. The question will specify how many responses to choose. Partial credit is not awarded.

What's Included in This Course?

This course features over 240 practice questions designed to simulate the real exam experience. Each question offers multiple possible responses, requiring you to carefully review the options and select the most accurate answer. This comprehensive practice will help you master the concepts and succeed on your ServiceNow CIS-CSM certification!