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on 07-12-2019 01:14 AM
Hello Community,
I just passed my CSM implementation specialist certification and I want to share with you some tips.
The scope of the certification:
- CSM overview and setup
- SIM (ServiceNow implementation methodology)
- CSM integration (mostly knowledge base integration from external resources https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/product/knowledge-management/conc...)
- Knowledge base, communities, Agent workplace.
First I took the 2 trainings CSM fundamentals and Implementation and reviewed the ebooks that comes with them, but I would say that you need more than the training to master the certification and the CMS topic after all the goal is to gain knowledge not just to have the certification so I highly recommend the following steps to be fully ready to implement CSM and to get the certification:
Take the following trainings first: SIM, Agent intelligence and Virtual agent if you have an account in Sabacloud
Install CSM on a developer instance and check the plugins and related tables.
Read the documentation regardless of the training I always always rely on the official documentation of servicenow because it’s the only source where you will get all the info regarding a specific topic like targeted communication, major issue management, case escalation.
Learn by doing and try to put your knowledge to the tests
Example: A frequent question is the list of available contacts in asset relationships to get a fully aunderstanding check the reference qualifier behind the contact field.
Most of the questions on the exam were related to account, contacts, cases, assets setup, knowledge, community, project planning, workshops scoping and B2B B2C examples.
Useful resources to check knowledge (don’t rely on quizlet as an example of blank test but just to get an idea about the subject to study):
https://quizlet.com/jp/338417964/servicenow-cis-csm-london-flash-cards/
https://quizlet.com/271242864/servicenow-cis-csm-customer-service-management-flash-cards/
I already had hand-on experience on CSM but the certification helped me deepen my understanding on some less used features like communities, Agent intelligence, Advanced KB and of course ITSM CSM integration which is for me the biggest enhancement in the Madrid release for CSM.
I hope this can be helpful to you,
Regards,
Khadija
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Hi Khadija,
Thank you so much for posting your thoughts on the CIS - CSM Exam.
I was really looking for something like this.
I am preparing for the Exam as well. Have taken up the Fundamentals and Implementations trainings.
Could you please let me know if for the Exam Preparation, going through the ebooks will suffice or do we need to run through the entire docs?
Second, community, project planning, workshops scoping - what around these do we need to prepare.
Awaiting your response.
Thanks and Regards,
Anitha
