Chapter 4 of 5 · ServiceNow CIS-CSM
CSM Workspace, Portals, Service Catalog, Analytics, and Reporting
Overview of CIS-CSM portals and catalog, special handling notes, SLAs, targeted communications and Platform Analytics, 8% of the exam questions.
- 2topics
- 10 minfast track
- 8%of the exam
Topics in this chapter
Take them in order, or jump to the one you need.
- 1Portals and Service CatalogCIS-CSM portals and catalog: Customer and Consumer Service Portals, customer and partner portal roles, record producers, service…5 min
- 2Special Handling Notes, SLAs, Communications and AnalyticsCIS-CSM special handling notes, case SLAs, targeted communications publications and recipient lists, and the CSM Platform…5 min
About this chapter
What this chapter covers
CSM Workspace, Portals, Service Catalog, Analytics, and Reporting is 8% of the ServiceNow CIS-CSM exam. It covers the Customer Service Portal and Consumer Service Portal, the portal roles a customer contact can hold, catalog items that create cases or requests, special handling notes, SLAs on cases, targeted communications, and the Platform Analytics dashboards that ship for customer service.
Questions are short scenarios or recall questions: a customer or a manager needs something, and you pick the feature, role or record that delivers it. Expect single-answer questions and multiple-select questions that state the count, such as "(Choose two.)". There are no exhibits.
How the topics fit together
Customers raise and track work in a portal. Agents work it in the workspace with the right warnings in front of them, against an SLA. The business reaches out proactively and measures the result.
- Portals and catalog are the customer's side: what a contact or consumer can see and request depends on the portal and on their role.
- Special handling notes and SLAs shape how the agent works a case.
- Targeted communications and Platform Analytics reach many customers at once and show managers how service is going.
When a question asks what a customer contact can do in the portal, the answer almost always turns on the role: customer, customer case manager, customer administrator, partner or partner administrator.
How to use these pages
Each topic page has the same shape, so you can skim for what you need.
- What it is: the idea in plain words.
- How it works: the mechanism, with tables and examples.
- What to remember for the exam: the facts to memorize and how questions are phrased.
- Common mistakes: the classic traps.
- Check yourself: three questions to test your understanding.
Ready for more practice?
The full ServiceNow CIS-CSM question bank has 590 questions, with timed practice exams and an explanation for every answer.
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