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.