ServiceNow

Customer Service Management

Certified Implementation Specialist
Examination Specification

Introduction
This ServiceNow Customer Service Management Certified Implementation Specialist Exam
Specification defines the purpose, audience, testing options, examination content
coverage, test framework, and the prerequisites necessary to become a ServiceNow
Implementation Specialist.

Exam Purpose
The ServiceNow Customer Service Management Implementation Specialist Certification
demonstrates that a successful candidate has the skills and essential knowledge to lead
and contribute to the configuration, implementation, and maintenance of the ServiceNow
Customer Service Management application.

Successfully passing this Certification exam also establishes a set of skills necessary to
continue in the ServiceNow Certification paths. It is a prerequisite for advanced courses.

Audience
The ServiceNow Customer Service Management Implementation Specialist Certification
exam is available to ServiceNow customers, partners, sales engineers, employees and
others interested in becoming a ServiceNow Customer Service Management Certified
Implementation Specialist.

Experience
Successful candidates for this certification should have industry experience with
implementation projects and fundamental ServiceNow Customer Service Management
set-up and configuration. Some knowledge of Customer Service Management processes
and the case workflow is also helpful. Ideally, approximately six months to twelve months
of experience using and maintaining an instance in ServiceNow is recommended.




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Prerequisites
This exam does not have any specific requirements such as familiarity with programming
languages (i.e. JavaScript, C++). The ServiceNow Customer Service Management
Implementation Specialist class materials are the basis for this exam. Certification
questions will test information presented in the class slides and notes, activities, labs, and
exercises.

Successful candidates have system implementer roles and belong to groups that allow
administrative access to ServiceNow administrative applications and modules.
General Prerequisites Skills for ServiceNow Customer Service
Management Certification
A successful candidate can:
• Understand Critical Success Factors in a Customer Service Management
Engagement
• Understand process and strategy for conducting a requirements gathering
workshop
• Gather and record technical requirements during a Workshop
• Understand tools, guides and templates for customer enablement.
• Understand and manage User Acceptance Testing (UAT) for cutover go-live
preparation
• Understand Project Scope
• Import Customer/Partner Accounts, Products, Contact, and Asset data
• Create and/or import Contracts and Entitlements
• Understand Customer Service Management table structures
• Understand Customer Service Management baseline configuration Business Rules
• Set Up Custom Relationships (i.e. Partners)
• Set Up of Assignment Groups, Matching Rules and Assignment Rules
• Create Account Teams and Asset Contact Relationships
• Set Up Chat, Email, Web, CTI and Social Engagement Channels
• Set Up Case Management and customize the Case Form to target company
requirements
• Define Service Level Agreements (SLAs), notifications, and customer surveys
• Configure Special Handling Notes and Targeted Communications
• Set Up Knowledge Management, Knowledge Base and Knowledge Product
Entitlements.
• Set Up and Configure Service Portal, build Service Catalog items and variables, and

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ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders.
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apply workflows
• Understand Service Portal Business Rules

• Set Up and Customize Customer Support Portal Theme, Menus and Access
controls
• Set Up Communities Forums, Topics and content types
• Set Up Forum and content permissions and access
• Set Up Community user profiles
• Set Up Reporting Dashboards and Reports

Exam Structure
The exam consists of 60 questions delivered in a 130-minute period. The following table
shows the knowledge domains measured by this exam and the percentage of questions
represented in each domain.

Learning Domain % of Exam

1. Engagement Methodology and Project Planning 10

2. Customer Service Management System Setup and Configuration 50
3. Customer Service Management Integration 5
4. Customer Service Management Portal, Knowledge Management, 35
Service Catalog, Communities and Performance Analytics
Total: 100

About Questions and Responses
For each question on the examination, there are multiple possible responses. The person
taking the exam reviews the response options and selects the most correct answer to the
question. A wrong answer, called a distractor, is an incorrect answer a candidate with
incomplete skill or knowledge may choose. A distractor is a plausible option that fits into
the topic area defined by a test objective, but is not the correct response.

Multiple question formats may be presented during the exam. Examples include:

Multiple Choice (single answer)
For each Multiple Choice question on the exam, there are five (5) possible
responses.


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An examinee reviews the response options and selects ONE (1) response most
accurately answers the question.


Wrong answers, called distractors, represent incorrect or incomplete answers a
candidate with incomplete skill or knowledge may choose. Distractors are
plausible options that fits into the topic area defined by a test objective, but do
not represent the correct response.

Multiple Select (select all that apply)
For each Multiple Select question on the exam, there may be four (4) or five (5)
possible responses. An examinee reviews the response options and selects ALL
responses that accurately answer the question.

Multiple Select questions may have one (1), two (2), three (3), four (4), or five (5)
correct responses. Partial credit is awarded for each correct response.

True or False
An examinee is presented with a statement and is asked to select the correct
answer from the two options; the statement is either true or false.

Matching
An examinee is presented a list of items and is asked to match each item it to its
correlating item displayed in a separate list.

The Testing Process
Each candidate must register for the exam. During the registration process, each test
taker has the option of taking the exam at an Authorized Testing Center or as an online-
proctored exam. In both testing venues, the Customer Service Management Certified
Implementation Specialist Exam is done through a consistent, friendly, user interface
customized for ServiceNow tests.

The Kryterion Testing Network is worldwide and all locations offer a secure, comfortable
testing environment. Candidates register for the exam at an exact date and time so there
is no waiting and a seat is reserved in the testing center.

Each candidate can also choose to take the exam as an online-proctored exam. This testing
environment allows a candidate to take the test on his or her own system. Access to a
web browser, a webcam, and broadband access to the Internet is required.

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ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders.
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NOTE: A special accommodation version of the exam is available. Contact
Training@servicenow.com for more information. Depending on the accommodation,
there may be a 30-day lead time before testing.

Exam Results
After completing and submitting the exam, results are immediately calculated and
displayed to the candidate. A Pass or Fail message is displayed, giving the candidate
immediate feedback. NOTE: Actual scoring information is not provided to protect the
integrity of the exam.

Exam Content Description
Exam content is divided into Learning Domains that correspond to the Implementation
Specialist course content. In each Learning Domain, specific learning objectives have been
identified and are tested in the exam. Below is a list of each Learning Domain and its
learning objectives. A sample question for each domain is also provided.

NOTE: This ServiceNow Implementation Specialist Certification Exam Blueprint includes
test objectives, weighting, and sample questions. The sub-skills listed to clarify the test
objectives include a few examples, but should not be considered an all-inclusive listing of
the examination content. The Sample Items listed as examples represent a “medium”
level of difficulty.

Learning Domain 1 – Engagement Methodology and Project Planning
• Understand Process and Strategy for Workshops
• Understand Requirements Gathering Best Practices
• Understand and Determine Critical Success Factors
• Understand Project Management Best Practices
• Understand Technology and Implementation Philosophy
• Understand Engagement Overview and Project Timeline
• Understand UAT Purpose and Plan
• Understand Tools, Guides and Templates
• Understand Implementation Project Scope
• Recall and Identify Team Roles and Responsibilities
• Understand Release Strategy and Engagement Methodology
• Understand How to Get Customers Ready for Requirements Gathering
• Understand How to Set Client Expectations

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• Understand Application Scope Access, Records, Configuration, Roles

Sample Item
When does UAT testing usually happen?
A. A week before Go-Live
B. A week after Go-Live
C. 2-3 weeks before Go-Live
D. 4-6 weeks before Go-Live
(Answer: D)

Learning Domain 2 – Customer Service Management System Setup and Configuration
• Explain what ServiceNow Customer Service Management is and its included
applications
• Explain the Customer Service Management process and its use cases
• Explain B2B and B2C use case supported by Customer Service Management
• Understand Customer Service Management tables structure
• Effectively work with Application Scope
• Effectively navigate the Customer Service Management application user interface.
• Understand and Install the required Customer Service Management plugins and
optional plugins
• Set Up Core Entity Data such as Accounts, Account Relationships, Contacts,
Contracts, Entitlements, Assets, Products
• Understand and Define Users, Groups, Roles, Permissions, and ACL.
• Set Up Communication Channels such as Email, Chat, Web, Phone
• Understand Notify, OpenFrame and CTI
• Set Up Case Management and understand case workflow
• Set Up Special Handling Notes
• Set Up Case Routing and Agent Workbench using Matching and Assignment Rules
• Set Up Targeted Communications
• Set Up Surveys and Publications

Sample Item

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What is the final state of a case?

A. Resolved
B. Resolution Accepted
C. Completed
D. Closed
(Answer: D)


Learning Domain 3 – Customer Service Management Integration
• Understand Integration with Customer Service Management
• Understand Integration types
• Understand Data Migration of Historical case records, Knowledge articles and
attachments
• Understand Integration Capabilities
• Understand Integration with third party systems
• Set Up CTI Integration with Twilio

Sample Item
What types of integrations are available for Customer Service Management?
A. Data
B. Program
C. SOAP
D. SyncQ
(Answer: A)

Learning Domain 4 – Customer Service Management Portal, Knowledge Management,
Service Catalog, Communities and Performance Analytics
• Understand Knowledge Management in Customer Service Management
• Define a Knowledge Base
• Understand Knowledge Workflows
• Set Up the roles and groups for the Knowledge Base
• Create a Knowledge Base article
• Understand and Install the required Knowledge plugins and optional plugins
• Use article versioning to manage and track article updates
• Configure Article Subscription feature
• Attach a Knowledge Base article to a case
• Search the Knowledge Base

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• Customize the Knowledge Base

• Configure Knowledge Product Entitlements
• Explain Service Catalog
• Identify Service Catalog major components
• Differentiate Service Catalog Requests, Items and Tasks
• Understand Service Catalog Requests and process
• Understand Case Record Producer and Item Variables
• Create a Service Catalog Item with Record Producers and variables
• Describe the Service Catalog Item Designer
• Set Up the look of the Customer Support Portal using the Branding Editor
• Understand and Install the required Customer Support, Customer Service,
Knowledge and Community portal plugins
• Set Up the Customer Support Portal functionality using the Portal Editor to
configure Customer Service Management header menu items and role access.
• Identify Communities major functions
• Set Up Forum, Topics and Content types and user access
• Understand Community User and Profile Management
• Set Up Content type access and permissions
• Set Up Content and User Moderation
• Understand and Install the optional Performance Analytics Content Pack for
Customer Service Management plugins

Sample Item
What can be customized in the Quick Setup tab of the Branding Editor?
A. Theme Colors
B. Text Colors
C. Portal Title
D. Navbar
(Answer: C)

Disclaimer:
ServiceNow is not responsible for information obtained from non-official ServiceNow
training or documentation, if it results in an incorrect response to a certification
question. Study materials posted elsewhere online are not official and should not be used
to prepare for the examination.

© 2017 ServiceNow, Inc. All rights reserved.
ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders.
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