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所在平台: Udemy |
课程主页: https://www.udemy.com/course/cis-csm-exam-maywelco-for-servicenow-customer-service-2025/
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课程名称：CIS-CSM 考试欢迎服务于 ServiceNow 客户服务：2025 课程概述：欢迎大家参加本课程，我将帮助您准备并顺利通过最新的 CIS-CSM ServiceNow 认证考试（横滨2025版本）。本课程所提供的 CIS-CSM 模拟测试基于2025年5月的 ServiceNow CIS-CSM 考试中实际出现的问题（每月更新，依据 CIS-CSM 的变化），并结合官方 ServiceNow 培训材料、文档网站和开发者网站的解释。建议您在查看这些练习考试解决方案时，参考上述 ServiceNow 文档，以深入了解相关主题，掌握客户服务管理模块的概念。本课程不应被视为官方学习或考试材料，仅供实际考试的练习使用。请注意，您不应期待练习考试中的所有问题都会出现在正式考试中。 考试范围：学习领域是考试中包含的关键主题和具体目标。考试内容或考试条目被划分为学习领域。以下表格显示了学习领域、权重、子主题以及每个领域中问题所占的百分比。列出的子技能不应被视为考试内容的完整列表。 1. CSM基础数据模型 [5%] - 商业模型 - 产品模型 - 安装基管理 - 合同与权利 2. 客户服务管理系统设置与配置 [60%] - ServiceNow中的CSM - 路由与分配 - 案件类型 - 渠道 3. 案件管理 [10%] - 案件状态流程 - 主要问题管理 - 案件摘要与服务定义 - CSM工作区 - 案件操作、任务与升级 4. CSM门户、知识管理、服务目录、社区与绩效分析 [25%] - 门户与服务目录 - 特殊处理说明、服务级别协议（SLA）和目标沟通 - 平台分析及报告 考试结构：考试由60个问题组成。 - 单项选择题（单一答案）：每个选择题至少有四个可能的选项。请选择一个最准确的答案。 - 多项选择题（选择所有适用项）：每个多项选择题至少有四个可能的选项。题目会说明需要选择多少个响应。请选出所有准确回答问题的选项。部分分值不予以计算。 对于本课程：这些练习测试包含超过240个问题。对于每个考试问题，有多个可能的响应。您应仔细审阅响应选项，并选择最正确的答案。
Welcome everyone! I'm here to help you prepare and pass the latest CIS-CSM for ServiceNow certification exam (Yokohama 2025 Release).These CIS-CSM Mock Tests for ServiceNow Certification are crafted from the direct questions that are asked in the ServiceNow CIS-CSM exams in May 2025 (updated monthly depending on CIS-CSM changes) and also give you the explanations based on official ServiceNow training materials, documentation site, and the developer site. So while you are looking at these practice exam solutions it is recommended to check the above ServiceNow documentation to learn more about that topic and stay clear with the concepts of how to master the Customer Service Management module.This should not be considered the official study or exam materials and should only be used to practice for the mainline exam. You should not expect all questions in this practice exam to be in the actual mainline exam.Exam ScopeLearning domains are the key topics and specific objectives included in the exam. Exam content or exam items are divided into learning domains.The following table shows the learning domains, weightings, sub-topics, and the percentage of questions represented in each domain. The listed sub-skills should NOT be considered an all-inclusive list of the exam content.1. CSM foundational data model [5%]Business modelsProduct modelsInstall base managementContracts and entitlements2. Customer Service Management System Setup and Configuration [60%]CSM in ServiceNowRouting and assignmentCase typesChannels3. Case management [10%]Case state flowsMajor issue managementCase digests and service definitionsCSM workspaceCase actions, tasks, and escalations4. CSM Portal, Knowledge Management, Service Catalog, Communities, and Performance Analytics [25%]Portals and Service CatalogSpecial handling notes, SLAs, and Targeted communicationsPlatform Analytics and ReportingExam StructureNumber of ItemsThe exam consists of 60 questions.Multiple Choice (single answer)For each multiple-choice question on the exam, there are at least four possible responses. Select the one response that 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. Select ALL responses that accurately answer the question. Partial credit is not provided.For this courseThese practice tests consist of more than 240 questions. For each question on the examination, there are multiple possible responses. You should review the response options and select the most correct answer.
