ServiceNow Certified Implementation Specialist - Customer Service Management Exam
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Exam Code
CIS-CSM
Exam Name
ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Questions
257 Questions Answers With Explanation
Update Date
04, 14, 2026
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ServiceNow CIS-CSM Sample Question Answers
Question # 1
Service-aware Install Base consists of which entities? (Choose three.)
A. Installed Products B. Install Base Items C. Assets D. Sold Products E. Configuration Items
Answer: A, B, D
Question # 2
What is the benefit of a phased release approach?
A. Team members schedules are able to synchronize B. More time to develop stories C. Working across multiple systems of record D. Delivery of core functionality quickly
Answer: D
Question # 3
Service providers use business models to support their various customers. What type of customer is
supported with the Business-to-Consumer (B2C) model?
A. Individuals B. Partners C. Contacts D. Accounts
Answer: A
Question # 4
When integrating Customer Service Management with IT Service management what separate action
is required for Request Management?
A. Activation of the Customer Service with Service Management plugin (com.sn_cs_sm) B. Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request) C. Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status) D. Activation of the Customer Service plugin (com.sn_customerservice)
Answer: B
Question # 5
On the Customer Service Portal which personas can see work orders from their company hierarchy?
(Choose two.)
A. Partner admin B. Partner contact C. Customer admin D. Customer contact
Answer: A, C
Question # 6
Customer service personnel who are allocated the customer service agent
(sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)
A. Assist customers with questions, issues and problems B. Create cases C. Propose major cases D. View, edit, and work on cases E. Approve customer contacts F. Manage customer entitlements
Answer: A, B, C, D
Question # 7
Which of the following are benefits of customer access management? (Choose two.)
A. It increases security by automatically granting access to cases based on access to sold product. B. It defaults the responsibility for access management to the customer. C. It defaults the responsibility for access management to the customer service agent. D. It improves the customer experience by enabling related parties to track and collaborate on cases.
Answer: A, D
Question # 8
In ServiceNows CSM Application, what is an interaction?
A. Any configuration item that has been made accessible to customers B. A record that a Customer Service Agent uses to identify and resolve a question or an issue for an
external customer C. A binding agreement between two parties D. A request for assistance made through a chat, phone call, or walk-up
Answer: D
Question # 9
Which of the following is correct regarding the social med a channel?
A. Cases cannot be created from any of the social channels B. Cases are NOT created automatically from any of the social channels C. Cases can be created automatically depending on which social channel is used D. Cases are created automatically from all of the social channels
Answer: C
Question # 10
What allows the implementation of phases and tasks to meet performance goals track progress and measure success?
A. Performance Analytics Spotlight B. Scheduled Reporting C. Service Level Agreement Tasks D. Continual Improvement Management
Answer: D
Question # 11
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a
case? (Choose three.)
A. Account B. Incident C. Customer Service Application D. Special Handling Note E. Chat
Answer: A, C, E
Question # 12
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a
case? (Choose three.)
A. Shorter calls for agents by reducing the time to search for information B. A customized admin chat toolbar with emojis for agents to use in chat messages C. Improved customer satisfaction as agents can respond to and resolve customer issues faster D. Better language management by flagging key words and alerting chat managers when agents use
one or more of those words
Answer: A, C
Question # 13
What are benefits of me Conversation History feature? (Choose two.)
A. Shorter calls for agents by reducing the time to search for information B. A customized admin chat toolbar with emojis for agents to use in chat messages C. Improved customer satisfaction as agents can respond to and resolve customer issues faster D. Better language management by flagging key words and alerting chat managers when agents use
one or more of those words
Answer: A, C
Question # 14
What is knowledge article versioning?
A. A content tracker for knowledge articles B. A knowledge article publishing guide C. The ability to manage and track article updates Most Voted D. A knowledge article numbering guide
Answer: A
Question # 15
A contact can submit a self-registration request from the customer portal with a registration code.
Which of the following roles can approve the request? (Choose three.)
A. Customer service manager (sn_customerservice_manager) B. System administrator (admin) Most Voted C. Customer administrator (sn_customerservice.customer_admin) Most Voted D. Partner administrator [sn_customerservice.partner_admon] Most Voted E. Service organization administrator (sn_customerservice.service_organization_admin)
Answer: B, C, D
Question # 16
What are Special Handling Notes used for?
A. Bring important information about individual records to an agent's attention B. For agents to view articles an attach them to a case C. To ensure customers get the service they are entitled to receive D. Help agents identify in which time zone a contact is located
Answer: A
Question # 17
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on
which of the following rules? (Choose four.)
A. Experience B. Skills C. Availability D. Shifts E. Capacity F. Products
Answer: B, C, D, E
Question # 18
For security purposes certain roles cannot be assigned to a group or individual at the same time.
Which of me following two roles would be restricted?
A. snc_intemai and snc_external B. snc_internal and sn_customerservice.consumer_agent C. snc_internal and sn_customerservice_agent D. snc_external and sn_customerservice.customer
Answer: A
Question # 19
Which roles can propose a case as a Major Case candidate? (Choose three.)
A. Proxy contact (sn_customerservice.proxy_contact) B. Customer case manager (sn_customerservice.customer_case_manager) C. Customer service manager (sn_customerservice_manager) Most Voted D. Customer service agent (sn_customerservice_agent) Most Voted E. Major issue manager (sn_majorissue_mgt.major_issue_manager)
Answer: C, D, E
Question # 20
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
A. Create Contact B. Check Case Status Most Voted C. Close Case D. Get Help with an Order Most Voted E. Get Help with an Asset
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
A. Customer service manager (sn_customerservice_manager) Most Voted B. Customer service agent (sn_customerservice_agent) Most Voted C. Customer administrator (sn_customerservice.customer_admin) D. Partner (sn_customerservice.partner)
Answer: A, B
Question # 22
What determines how an escalation request is processed?
A. Escalation Rule B. Escalation Template C. Escalation Severity D. Escalation Justification
Answer: B
Question # 23
Depending on the CSM application configurations, cases can be assigned to agents manually or by
using auto-assignment. Which routing and assignment features leverage matching rules? (Choose
two.)
A. State Flows B. Assignment Workbench C. Assignment Rules D. CSM Workspace
Answer: B, C
Question # 24
What is KCS (Knowledge Centered Services)?
A. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to
Knowledge management B. A documented methodology to provide a set of best practices for creating and maintaining
knowledge Most Voted C. A dashboard with specific visualization of the different knowledge bases and categories D. An application that helps agents and managers to create cases from Knowledge articles
Viewing a customers install base in the CSM Workspaces enables customer service agents to:
(Choose two.)
A. Close an upsell of related products and services not yet purchased by a customer Most Voted B. See the detailed configurations of the products and services deployed for a customer to determine
the action needed Most Voted C. Trace Information provided in a case to the right product or service to which it relates D. Monitor related operational services and configuration items that affect service health
Answer: A, B
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