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The CIS-CSM certification exam covers a wide range of topics, including ServiceNow's customer service management applications, incident management, service level management, and customer service management reporting. CIS-CSM-JPN exam is designed to test the candidate's ability to configure and administer ServiceNow's customer service management solutions, and to ensure that they are able to effectively manage customer service requests and incidents.

Sample Questions

Sample Item - Incident Management:

If a parent Incident is updated to reflect a new Assignment Group, Work Notes, and related Problem, which corresponding fields are updated on the child Incident(s)?

• Work Notes
• No updates are made to child Incidents
• Assignment Group and Work Notes
• Assignment Group, Work Notes, and related Problem

Sample Item - Problem Management:

When creating a problem record from an incident record, which element defines the field mapping between the two?

• ProblemUtils script include
• Problem created from system property (com.sn-problem.create_from_incident.attributes)
• Create Problem UI action
• ProblemV2Util script include

Sample Item - Change and Release Management:

Conflict detection in change management can identify conflicts from which of the following reasons?

• Existing scheduled changes to the CI
• The CI is not in the maintenance window
• The change schedule is during blackout periods
• The change scheduled is outside of business hours
• The changes schedule does not give appropriate lead time

Sample Item - Knowledge Management:

Each time a knowledge article is viewed, a record with the user identity and whether the articles was attached to a task, is added to which table?

• Knowledge Search Log [ts_query_kb]
• Knowledge [kb_knowledge]
• Knowledge Use [kb_use]
• Knowledge Feedback [kb_feedback]

Sample Item - Service Catalog / Request Management:

Which one of the following is proper syntax for accessing values of variables from a Record Producer script field?

• g_form.getReference(‘variable_name')
• g_form.getVariable(‘variable_name')
• producer.variable_name
• current.variable_name

Sample Item - Configuration Management Database (CMDB):

Which field on a Configuration Item (CI) may be used to route Incidents to the appropriate group to quickly resolve Incidents related to the CI?

• Managed By
• Change Control
• Assignment Group
• Support Group

ServiceNow CIS-CSM Certification Exam is a comprehensive certification that validates an individual's skills and knowledge in implementing and managing ServiceNow's CSM module. ServiceNow Certified Implementation Specialist - Customer Service Management Exam (CIS-CSM日本語版) certification is designed for professionals who work in customer service management and are responsible for configuring and deploying ServiceNow's CSM solutions. Achieving this certification can enhance an individual's career prospects in the customer service management field and demonstrate their expertise in ServiceNow's CSM module.

Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf

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ServiceNow CIS-CSM exam is designed for IT professionals who want to showcase their expertise in implementing and managing the ServiceNow Customer Service Management module. ServiceNow Certified Implementation Specialist - Customer Service Management Exam (CIS-CSM日本語版) certification is ideal for individuals who are responsible for creating and maintaining customer service workflows, managing customer interactions, and implementing service level agreements. The CIS-CSM exam tests the candidate's knowledge of creating service catalog items, managing incidents and requests, configuring agent workspace, and automating customer service processes.

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