Understand the certification
ServiceNow CIS-CSM（Customer Service Management）验证在 ServiceNow 上实施 CSM 模块、构建外部客户服务平台的能力。60 题 / 90 分钟，及格线 70%（42 题），费用 $250 USD，需先持有 CSA。
CSM 和 ITSM 的本质区别：ITSM 面向内部员工（IT helpdesk），CSM 面向外部客户（B2B 企业客户和 B2C 消费者）。CSM 的 Case 对应 ITSM 的 Incident，但 CSM 多了 Account/Contact/Consumer 三层客户模型、Customer Service Portal、Parent-Child Case 关联和 SLA 合同管理。
考试最大的难点是 Account/Contact/Consumer 三种用户模型：Account 是 B2B 企业客户（如"CBA"），Contact 是 Account 下的具名联系人（有 ServiceNow 登录账号），Consumer 是 B2C 终端消费者（不关联 Account）。搞混这三者至少丢 5-8 分。
Exam at a glance
- Exam code
- CIS-CSM
- Provider
- 其他
- Format
- Single choice / Multiple select
- Language
- English
- Validity
- 3 years
- Exam fee
- $250
Skills in focus
Learning outcomes
- Earn the ServiceNow CIS-CSM certification
- Implement structured customer case workflows across multiple channels
- Configure customer data models, portals, queues, and escalations correctly
- Connect service operations with automation, tasks, and platform workflows
- Strengthen your fit for ServiceNow CSM consulting and operations roles
Who this is for
- ServiceNow consultants implementing Customer Service Management
- Support operations teams building structured customer case workflows
- Platform administrators configuring portals, queues, and case automation
- CSM specialists working on B2B or B2C service process design
Before you start
- CSA is recommended before taking CIS-CSM
- Hands-on experience with ServiceNow CSM or related service workflows
- Understanding of case routing, escalation, SLAs, and support operations
- Familiarity with Account, Contact, and Consumer data models
- Portal configuration experience is helpful for customer-facing implementations
Your learning path
3 chapters
Plan your preparation
- Learning hours
- 20h
- With relevant experience
- 4-6 weeks
- Starting from scratch
- 8-10 weeks
- Daily study
- 1-2h
Included in your preparation
- Strong coverage of case management, parent-child cases, routing, and SLA behavior
- Clear explanation of Account, Contact, and Consumer models across B2B and B2C scenarios
- Practice on Customer Service Portal configuration and self-service workflow design
- Scenario-driven questions focused on real support operations use cases
- Mock exam format aligned to the official 60-question, 90-minute exam
1. 第一阶段：Account/Contact/Consumer 模型（2 周）
在 PDI 上配置完整的 B2B 场景：创建 Account（企业客户）→ 添加 Contact（联系人，关联到 Account）→ Contact 通过 Customer Service Portal 提交 Case。再配置 B2C 场景：Consumer 自助注册 → 提交 Case（不关联 Account）。理解 Partner Agent 角色（代表客户提交 Case 的合作伙伴）。
2. 第二阶段：Case Management + Portal（2 周）
Case 创建渠道（Portal/Email/Phone/Chat/Walk-in）的配置。Assignment Rules 自动路由。Parent-Child Case 关联（Major Issue 关联多个相关 Case）。Customer Service Portal 的 Service Catalog 配置、Knowledge Base 文章发布和 Case Deflection（用 KB 文章减少 Case 量）。
3. 第三阶段：集成 + Agent Workspace + 模考（2 周）
CSM 与 ITSM 集成（Case 关联到 Incident/Change）。与 Field Service Management 集成（创建 Work Order）。Agent Workspace for CSM 的 Inbox/Assignment/Workbench 组件。Now Learning CIS-CSM 路径 + 模考 2 次。
Career value
CSM 模块在 ServiceNow 产品线中增长最快 — 越来越多企业用 ServiceNow 替代 Zendesk/Salesforce Service Cloud 做客户服务。在澳洲，Telstra、Optus 的客户服务数字化项目都在用 ServiceNow CSM。
CIS-CSM 持证顾问的日薪合同制 $800-1100 AUD，需求集中在 ServiceNow 合作伙伴公司。
不适合的人群：只做内部 IT 服务台（ITSM）的人 — CSM 的客户模型和 Portal 配置和 ITSM 差异很大，不要以为 ITSM 经验能直接迁移。
- 澳洲
- AUD 120,000 – 165,000
- 美国
- USD 110,000 – 155,000
- 中国
- CNY 280,000 – 450,000
Preparation tips
- 60 题 90 分钟，1.5 分钟/题。客户模型题先画 Account → Contact → Case 的关系图再答。
- Portal 配置题注意区分 Customer Service Portal（B2B）和 Consumer Service Portal（B2C）— 两个是不同的 Portal。
- CSM 的 Case 字段和 ITSM 的 Incident 字段不完全一样 — CSM 多了 Account/Contact/Product/Entitlement 字段。
Common mistakes
- **Contact vs Consumer 搞混** — Contact 是 B2B 场景下 Account 的联系人（有具体公司归属），Consumer 是 B2C 终端用户（无公司归属）。两者的 Portal 访问权限和 Case 可见性完全不同。
- **Parent-Child Case 方向搞反** — Parent Case 是 Major Issue（影响多个客户），Child Case 是各个客户的具体 Case。不是反过来。
- **忽略 SLA 暂停条件** — SLA 计时不是一直跑的，当 Case 状态变成 Awaiting Customer（等客户回复）时 SLA 计时暂停。考试经常问"SLA 什么时候暂停"。
Before you register
What core modules does the CIS-CSM exam cover?
The CIS-CSM exam covers Customer Service Management framework overview, Case Management, Account & Contact Management, Customer & Consumer Service Portal, Agent Workspace for CSM, Major Issue Management, and CSM integration with other modules (such as ITSM and Field Service). Case Management and Portal configuration carry the highest exam weight.
How difficult is the CIS-CSM exam? Should I get CSA first?
CIS-CSM is a Professional-level certification with 60 questions in 90 minutes and a passing score of approximately 70%. ServiceNow strongly recommends obtaining CSA before attempting CIS-CSM, as the exam assumes platform administration familiarity. With CSM implementation experience, plan 4-6 weeks of preparation; with only CSA background, complete the Customer Service Management Fundamentals course first, then allow 6-8 weeks. This course provides 97 practice questions.
What are the key focus areas for Case Management on the exam?
Key areas include: Case creation channels (Portal, Email, Phone, Chat) and automated routing, Case classification and priority calculation rules, Parent-Child Case association and management, Case SLA configuration and escalation rules, Assignment Rules and Matching Rules configuration, and Case State Flow customization. Pay special attention to multi-channel Case creation scenarios.
What is the relationship between Account, Contact, and Consumer? How is it tested?
This is a core CIS-CSM concept. Account represents enterprise customers (B2B), Contact is a person under an Account (with a ServiceNow login), and Consumer is an end consumer (B2C, no Account association required). The exam tests: Account hierarchy (Parent-Child Account), many-to-many relationships between Contacts and Accounts, Consumer registration and verification flows, and permission differences for each user type on the Portal.
Is Customer Service Portal configuration a major exam topic?
Yes, Portal configuration is an important CIS-CSM exam topic. You should master: the difference between Customer Service Portal and Consumer Service Portal, Portal page Widget configuration and customization, Service Catalog integration within the Portal, knowledge article display and Case Deflection strategies, and Community and Chat feature configuration in the Portal.
What is the career value of the CIS-CSM certification?
The CIS-CSM certification is in strong demand. As enterprises prioritize customer service digital transformation, ServiceNow CSM module adoption continues to grow. CIS-CSM certified professionals find excellent opportunities at ServiceNow partner companies, large enterprise customer service departments, and IT consulting firms. Consider combining CSA + CIS-CSM certifications to demonstrate end-to-end capability from platform administration to specialized module implementation.
Learner experiences
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以为有 ITSM 经验 CSM 会很简单，结果 Account/Contact/Consumer 那块考了近 10 道，我搞混了 Contact 和 Consumer 的 Portal 权限区别，丢了不少分。PDI 上一定要把 B2B 和 B2C 两种场景都配一遍。
ServiceNow 顾问 3 年
ITSM 经验转 CSM · 74% · 6 weeks
险过。Assignment Rules 和 Matching Rules 的配置细节考得很具体 — 不是概念题而是"这个配置会导致什么结果"的实操题。SLA 配置（什么时候开始计时、什么时候暂停、什么时候算违规）也出了 3 道。
CSA 刚过，第一个 CIS
客服系统管理员 · 71% · 9 weeks
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