CSM Rome Mock Tests: ServiceNow Customer Service Management

Exam Purpose and Audience

The 'ServiceNow CIS-CSM' Rome Delta exam certifies that a participant has successfully understood the new features offered in the Rome Release and how these interact with existing functionality.

Exam Scope

Engagement Methodology and Project Planning

• Project Phases

• Working with Clients

Customer Service Management System Setup and Configuration

• Overview of CSM Application

• CSM in ServiceNow

• CSM Setup

Customer Service Management Integration

• Integration Capabilities

• Integration with 3rd. Party Systems

CSM Portal, Knowledge Management, Service Catalogue, Communities, and Performance Analytics

• CSM Portal

• Knowledge Management

• Service Catalogue

• Communities and Performance Analytics

Exam Preparation

'ServiceNow CIS-CSM' Delta exam is a non-proctored, timed exam consisting of approximately 10 questions. The Delta exam is designed to test on the specific topic area of the certification in three main areas:

• New features and functionality

• Updated or changed features and functionality

• Deprecated features

Source Materials

Delta exam questions are based on the Rome Release Notes and product documentation that describe the updates to this release's products and features.

This course should not be considered an official study or exam material and should only be used to practice for the Delta exam.

Question Formats and Responses

Multiple Choice (single answer):

For each multiple-choice question on the exam, there are at least four possible responses. You should review the response options and select the one response that most accurately answers the question.

Multiple Select (select all that apply):

There are at least four possible responses for each multiple-select question on the exam, with two or more correct responses. You should review the response options and select ALL responses that accurately answer the question. The question will state how many responses should be chosen.

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Disclaimer: This course is not affiliated with or endorsed by ServiceNow. ServiceNow® is a registered trademark of ServiceNow, Inc. All other trademarks are the property of their respective owners.