CIS-CSM Exam DEC 2025 for ServiceNow Customer Service

Preparation for ServiceNow CIS-CSM exam with updated questions and detailed explanations, screenshots and links

--> Update for the Yokohama/Zurich 2025 Release <--

Welcome everyone! I'm here to help you prepare and pass the latest CIS-CSM for ServiceNow certification exam (Yokohama/Zurich 2025 Release).

These CIS-CSM Mock Tests for ServiceNow Certification are crafted from the direct questions that are asked in the ServiceNow CIS-CSM exams in December 2025 (updated monthly depending on CIS-CSM changes) and also give you the explanations based on official ServiceNow training materials, documentation site, and the developer site. So while you are looking at these practice exam solutions, it is recommended to check the above ServiceNow documentation to learn more about that topic and stay clear with the concepts of how to master the Customer Service Management module.

This should not be considered the official study or exam materials and should only be used to practice for the mainline exam. You should not expect all questions in this practice exam to be in the actual mainline exam.

Exam Scope

Learning domains are the key topics and specific objectives included in the exam. Exam content or exam items are divided into learning domains.

The following table shows the learning domains, weightings, sub-topics, and the percentage of questions represented in each domain. The listed sub-skills should NOT be considered an all-inclusive list of the exam content.

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

• The exam consists of 60 questions.

Multiple Choice (single answer)

• For each multiple-choice question on the exam, there are at least four possible responses. Select the one response that most accurately answers the question.

Multiple Select (select all that apply)

• For each multiple-select question on the exam, there are at least four possible responses. The question will state how many responses should be selected. Select ALL responses that accurately answer the question. Partial credit is not provided.

For this course

These practice tests consist of more than 240 questions. For each question on the examination, there are multiple possible responses. You should review the response options and select the most correct answer.