ServiceNow CIS-CSM case studies
ServiceNow CIS-CSM · Put your knowledge to work in context.
The ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM) is a ServiceNow certification that validates the skills needed to configure and implement the Customer Service Management application on the ServiceNow platform. It is aimed at implementation consultants, CSM administrators, platform architects, and technical leads who are expected to translate customer-service requirements into working configuration rather than simply administer an existing instance. Study material for this credential is organised into four domains: CSM fundamentals; customer data covering accounts, contacts, and case management; the CSM Configurable Workspace, portals, and the agent experience; and process automation, integrations, and reporting. A candidate should expect the exam to test configuration judgement across all four rather than deep specialisation in one. The ServiceNow CIS-CSM case studies are 5 cases and about 3,411 words.
1The Surgeon Who Belongs to Two Hospitals
Apex Medical Group is a parent account with four child hospital accounts. Lin, a surgeon, practises at two of them, so the data team created two contact records - same email address, different account.
709 words, about 4 min2The 4-Hour Promise That Keeps Sliding
Northwind Support promises a 4-hour first response to Gold accounts and 8 hours to everyone else. Of 380 Gold cases last month, 38% were measured against the 8-hour clock.
690 words, about 3 min3Idle Agents, Waiting Cases
Contoso runs CSM Configurable Workspace for 25 agents across three assignment groups. Advanced Work Assignment is enabled, with one service channel per group and agent capacity of five cases.
683 words, about 3 min4Two Thousand Extra Cases
Fabrikam's partner portal sends service requests to a REST endpoint on the case table. Partners submit about 4,000 requests a month; 9,000 cases appear.
628 words, about 3 min5The Facilities Requests That Nobody Owns
Cityside's facilities team handles 500 requests a month. Agents create them as ordinary cases, typing 'Facilities' into the category field and choosing an assignment group by hand.
701 words, about 4 min