Course Information
Registration period
Year-round Recruitment
Course Level
Study Mode
Duration
0 Hour(s) 0 Minute(s)
Language
English
Taught by
Hugo Gomes, Vânia Silva Soares, Pedro Leite
Rating
Course Overview
ServiceNow - Customer Service Management Practice Tests - Washington updated
The following pratice tests will prepare you for the Customer Service Management module in ServiceNow. All the material in this practice tests have as base the trainings available in Now Learning, the documentation available, as well the trainer knowledge.
Exam topics
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 Catalog,
Communities and Performance Analytics
CSM Portals
Knowledge Management
Service Catalog
Communities and Performance Analytics
Exam structure
The exam consists of approximately (60) questions.
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.
Multiple Choice (single answer)
For each multiple-choice question on the exam, there are at least four possible
responses. The candidate taking the exam reviews the response options and selects the
one response 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. The
candidate taking the exam reviews the response options and selects ALL responses that
accurately answer the question. Multiple-select questions have two or more correct
responses.
Course Content
- 1 section(s)
- Section 1 Practice Tests
What You’ll Learn
- With these practice tests, students will prepare themselves the best way possible to obtain the ServiceNow Customer Service Management CIS certification
- Identify CSM roles
- Identify CSM process flow
- Know the diference between internal and external users
Skills covered in this course
Reviews
-
HHonza Prokes
Quite a few questions are obsolete, some answers and/or explanations are wrong and many reference links are no longer valid. Still, the test suite is helpful to a degree but a revision would be highly desirable!
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FFellow Student
some questions are imho incorrectly phrased or have the incorrect amount of correct answers (like how can you associate a change to a case should be both Fixed by Chand and Caused by Change, not just the latter), not every incorrect answer has explanation, many links to the explanations need updating.
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GGuillaume Rheault
Overall pretty good, but there are some questions that are very old (Orlando release), and for which the answer is incorrect for new instances in Utah or Vancouver.
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RRajesh Jain
I successfully passed my exam on January 16, 2024, and I want to express my gratitude for the excellent compilation of questions. I can confidently state that approximately 85% of the questions were derived from your collection, while the remaining ones were centered around your clear conceptual explanations. Thank you.
