CIS-CSM: Certified Implementation Specialist - Customer Service Management

A platform change is a customization when it is not made by using the Now Platform’s built-in tools. Changes made through supported built-in configuration capabilities are configuration rather than customization.

In ServiceNow Customer Service Management, Special Handling Notes can be configured for Contact records and can be made applicable through conditions based on record attributes. The official Special Handling Notes documentation lists Contact among the supported record tables. Domain separation controls data partitioning, and VIP is a contact attribute rather than the target record type.

B2B and B2C customers are external users. ServiceNow requires external users to have the snc_external role at a minimum to access the instance; additional Customer Service Management roles grant specific customer or case capabilities.

AWA assignment rules define the criteria for pushing a work item from a qualified assignment group to the appropriate individual agent. The criteria can account for factors such as agent availability, capacity, and required skills; work item queues instead determine routing conditions and destinations.

The Now Create core hybrid waterfall methodology uses five project phases—Initiate, Plan, Execute, Deliver, and Close—with exit gates serving as progression controls between phases.