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CIS-CSM ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers

Questions 4

What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)

Options:

A.

Cases

B.

Related parties

C.

Assets

D.

Social profiles

E.

Sold products

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Questions 5

After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

Options:

A.

Customer Service Historic Data Collection

B.

Customer Service Initial Data Collection

C.

Customer Service Daily Data Collection

D.

Customer Service Case Data Collection

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Questions 6

Read the use case below to determine if the customer service relationship is B2B or B2C.

Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage

is local to the customer and scheduled a technician to Mary’s house.

Options:

A.

B2C

B.

B2B

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Questions 7

What one of the following is optional when creating a Catalog workflow?

Options:

A.

Publishing the workflow

B.

Defining workflow activities

C.

Approving the workflow

D.

Managing workflow versions

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Questions 8

What should be emphasized when designing solutions? (Choose three.)

Options:

A.

Minimize customizations

B.

Focus Out-of-the-box functionality

C.

Design for Scalability

D.

Mobile friendly functionality

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Questions 9

What feature does the Product Model and Catalog Items Relationship plugin enable?

Options:

A.

Agents are automatically proposed catalog items related to the chosen product on the case form

B.

Consumers can track what products they have purchased via the catalog

C.

It provides a contextual service catalog based on the customer’s subscribed services Most Voted

D.

Customer service managers can track the financial cost of customer’s subscribed services and the related requests

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Questions 10

Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow’s and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

Options:

A.

Proactive Prevention

B.

Service-Aware Install Base Most Voted

C.

Service Reporting

D.

Proactive Case Most Voted

E.

Service-Aware CMDB

F.

Service Monitoring

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Questions 11

Once a major case candidate is approved a major case is created. What then happens to the customer case?

Options:

A.

The customer case becomes a child case of the major case

B.

The customer case will be automatically closed

C.

The customer case becomes the parent case of the major case

D.

The customer case will automatically be related to a problem

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Questions 12

To which recipient types can targeted communications (publications) be sent? (Choose two.)

Options:

A.

Outsourced Service Providers

B.

Contacts

C.

Internal users

D.

Households

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Questions 13

What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)

Options:

A.

Reduces agent workload

B.

Reduces monthly case volume

C.

Work orders can be created from a case Most Voted

D.

Customer can access work order details and tasks created for their case

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Questions 14

Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.

Options are :

Options:

A.

sn_shn.max_num_alerts

B.

sn_shn.note_preferences

C.

sn_shn.popup_width

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Questions 15

What are the conditions that matching rules are based on? (Choose two.)

Options:

A.

Agent resources best suited to work on a case

B.

Specific routing rules

C.

Filters set up in advanced work assignment

D.

Specific case attributes

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Questions 16

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.)

Options:

A.

State Flows

B.

Assignment Workbench

C.

Assignment Rules

D.

CSM Workspace

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Questions 17

Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:

Options are :

Options:

A.

Escalate the chat to virtual agent

B.

Create a record, such as an incident or a case

C.

Escalate the chat to another agent

D.

Respond to questions

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Questions 18

Match the definitions for roles relationships.

Hot Area:

Options:

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Questions 19

What is the purpose of a Catalog Item variable?

Options:

A.

Allows the customer to ask a question

B.

Provides hint to the user on the field

C.

Opens a chat session with customer support

D.

Allows the customer or consumer to qualify their answer

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Questions 20

If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance

to be used as part of the release path to production? (Choose two.)

Options:

A.

Zboot the instance

B.

Disable the Case Interceptor

C.

Remove the Demo Data via a HI Request

D.

Clone back to this instance from a valid instance

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Questions 21

Which data model should be employed to track a household where a group of consumers share a common address?

Options:

A.

Household with Consumer

B.

Household with Customer Access Management

C.

Consumer with Customer Access Management

D.

Consumer with Organizational

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Questions 22

When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed?

Choose 2 answers

Options:

A.

Choose the NLU service provider

B.

In the NLU Settings configure the Entity confidence threshold

C.

Enable NLU in Virtual Agent

D.

In the NLU Settings configure the Intent confidence threshold

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Questions 23

Which of the following roles can update a consumer's record? (Choose two.)

Options:

A.

Consumer Support Agent {sn_customerservice.consumer_agent)

B.

Customer Service Manager (sn_customerservice_manager)

C.

Customer Service Agent (sn_customerservice_agent)

D.

Customer (sn_customerservice.customer)

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Questions 24

Which of the following are benefits of customer access management? (Choose two.)

Options:

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.

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Questions 25

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

Options:

A.

Apply Role by Customer

B.

Auto Assessment

C.

Change Update to Close

D.

Update Case Entitlement

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Questions 26

Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?

(Choose two.)

Options:

A.

Imported external articles appear as attachments in ServiceNow

B.

Only applications that allow WebDAV connections can be integrated

C.

The imported article will have the same category it had in the source knowledge base

D.

SharePoint blocks this integration

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Questions 27

Major Issue Management uses which one of the following capabilities?

Options:

A.

Governance Risk and Control

B.

Targeted Communications

C.

Asset management

D.

Record producers

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Questions 28

Which field could be used for classifying different consumer addresses?

Options:

A.

Contact

B.

Address Types

C.

Services

D.

Location

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Questions 29

Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)

Options:

A.

Special handing notes

B.

Lookup and verify

C.

Related search

D.

Agent assist

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Questions 30

Which one is NOT a dependency for the Customer Service Plugin?

Options:

A.

Task Activities

B.

Skills Management

C.

Openframe

D.

Communities

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Questions 31

Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)

Options:

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

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Questions 32

In the Customer Service Management space, what does the term asset management mean?

Options:

A.

Financial, contractual and inventory information of assets

B.

A set of business activities and processes used to track assets

C.

Tables in the Asset application

D.

Tracking products or services customers are using

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Questions 33

Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application?

Choose 2 answers

Options:

A.

A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver, and support them on their behalf.

B.

A partner will own the relationship with their customer

C.

A partner and a third party are the same in ServiceNow's CSM application.

D.

A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering.

E.

A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization.

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Questions 34

Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

Options:

A.

Partner Service

B.

Customer Service

C.

Consumer Service

D.

Product Service

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Questions 35

When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

Options:

A.

Social Channels

B.

Social Profiles

C.

Social Logs

D.

Work notes

E.

Additional comments

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Questions 36

What is the purpose of the sidebar feature in CSM Configurable Workspace?

Options:

A.

Enables managers lo discreetly monitor chats between agents and customers

B.

Enables agents to access response templates to help them resolve cases faster and more efficiently

C.

To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution

D.

Enables agents to keep information regarding details of the case visible at all times

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Questions 37

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?

Options:

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

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Questions 38

The available case types are: (Choose two.)

Options:

A.

Product Support

B.

Order

C.

Product

D.

Support

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Questions 39

What attribute is unique to a Sold Product in the install Base Data Model?

Options:

A.

Warranty period

B.

Product instance's detailed specifications

C.

Ownership by customer

D.

installation date

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Questions 40

What is the purpose of the Guided Decisions capability?

Options:

A.

Provide agents with an escalation guide

B.

Guide agents through account management

C.

Dynamically guide agents to help resolve complex cases

D.

Provide agents with a knowledge guide

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Questions 41

________________ is a role for managing all of the cases in an account and any related child accounts.

Options are :

Options:

A.

Partner administrator [sn_customerservice.partner_admin]

B.

Consumer [sn_customerservice.consumer]

C.

Customer [sn_customerservice.customer]

D.

Partner [sn_customerservice.partner]

E.

Customer case manager [sn_customerservice.customer_case_manager]

F.

Customer administrator [sn_customerservice.customer_admin]

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Questions 42

Which social media channels are NOT available out-of-box?

Options:

A.

Facebook

B.

Twitter

C.

LinkedIn

D.

All of the above

E.

None of the above

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Questions 43

What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?

Options:

A.

Runs at the end of the month and deactivates all Special Handling notes more than 30 days old

B.

Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week

C.

Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated

D.

Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates

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Questions 44

What are the Forum User Types? (Choose three.)

Options:

A.

Admin

B.

Registered

C.

Public

D.

Custom

E.

Moderator

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Questions 45

When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

Options:

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)

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Questions 46

User criteria records may be applied to which knowledge items?

Options:

A.

Knowledge Base

B.

Knowledge Base and Category

C.

Knowledge Base and Article

D.

Knowledge Base, Category and Article

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Questions 47

Out-of-box, which functionality handles state transitioning for case management?

Options:

A.

Business Rules

B.

Flows

C.

Workflows

D.

State Flows

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Questions 48

What is the most efficient way to get cases to be dosed automatically after a few days?

Options:

A.

Set the property glide.auto.close.cases resolved to true

B.

Create a workflow associated with cases with a timer that changes the state after a few days

C.

Create a Scheduled job that looks at the resolved_at date

D.

Activate the Auto Close Resolved Cases flow

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Questions 49

Which aspect of an install base item helps document the details of products installed at a customer location?

Options:

A.

Product ID

B.

Service Logs

C.

Install Base Attributes

D.

Sales Records

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Questions 50

Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?

Choose 2 answers

Options:

A.

Store APPs

B.

XML unloads

C.

Update Sets

D.

Plugins

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Questions 51

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.)

Options:

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)

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Questions 52

Which of the following best describes how the CSM application uses the Asset table?

Options:

A.

CSM uses the Product table instead of the ITSM Asset table

B.

Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM

C.

ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields

D.

CSM uses the Product Model table instead of the ITSM Asset table

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Questions 53

_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.

Options are :

Options:

A.

Partner [sn_customerservice.partner]

B.

Agent [sn_customerservice_agent]

C.

Consumer Agent [sn_customerservice.consumer_agent]

D.

Agent manager [sn_customerservice_manager]

E.

Customer case manager [sn_customerservice.customer_case_manager]

F.

Customer administrator [sn_customerservice.customer_admin]

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Questions 54

On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)

Options:

A.

Partner admin

B.

Partner contact

C.

Customer admin

D.

Customer contact

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Questions 55

With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?

Options:

A.

After 3 days

B.

After 5 days

C.

After 1 day

D.

After 7 days

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Questions 56

Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)

Options:

A.

Can research questions issues, or problems, and create view and edit cases for only their own accounts

B.

Can assign the roles to other contacts in the same account

C.

Can view assets belonging to their account

D.

Can edit information or roles for existing contacts

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Questions 57

Articles can provide the following: (Choose three.)

Options:

A.

Document current and known issues

B.

Provide answers and responses to common issues or questions

C.

Information about customer’s service contract

D.

Share product information

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Questions 58

Which feature provides easy-to-configure integrations between the Now Platform and third-party Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) tools or platforms?

Options:

A.

Web Services

B.

Active Directory

C.

Import Sets

D.

Integration Hub

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Questions 59

What are common types of application record data that are imported during a CSM data migration? (Choose

two.)

Options:

A.

Knowledge Article

B.

Accounts

C.

Chat

D.

Case

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Questions 60

Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

Options:

A.

The create contact (consumer) feature is available in all CSM Workspaces

B.

The create contact (consumer) feature is not available in any of the CSM Workspaces

C.

The create contact (consumer) feature is only available in the CSM Configurable Workspace Most Voted

D.

The create contact (consumer) feature is only available in the Agent Workspace

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Questions 61

In case management. Parent Child Synchronization allows for which of the following:

Options:

A.

Synchronization of all child cases as well as children of child cases on all levels

B.

Child cases to be separated from Parent cases and will not be synchronized automatically

C.

Parent cases to automatically generate child cases when all fields are filled out thus, synchronized auto-population

D.

Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case

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Questions 62

Service-aware Install Base consists of which entities? (Choose three.)

Options:

A.

Installed Products

B.

Install Base Items

C.

Assets

D.

Sold Products

E.

Configuration Items

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Questions 63

What is required to enable the Follow the sun field on the Customer Service Case form?

Options:

A.

Nothing, it is a standard field

B.

The value property on the form must be set to true

C.

The plugin ‘com.snc.csm_time_recording’ needs to be activated

D.

The value property on the form must be set to true and the field added to the case form

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Questions 64

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?

Options are :

Options:

A.

Maybe

B.

No

C.

Yes

D.

I don't know

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Questions 65

What do blue circles in the timeline of a case form represent?

Options:

A.

Triggered SLAs

B.

State changes

C.

Customer comments

D.

Activity updates

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Questions 66

Which knowledge records can be configured with User Criteria?

Options:

A.

Knowledge Base

B.

Knowledge Base and Category

C.

Knowledge Base, Category and Article

D.

Knowledge Base and Article

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Questions 67

Which of the following are true regarding the Community Portal application? (Choose two.)

Options:

A.

It is available to any customer with a Community license

B.

It is available by default with the Support and Service portals

C.

It is only available to CSM license holders

D.

Most of the configuration does not require System Administrator role

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Questions 68

Predictive Intelligence improves Case management by:

Options:

A.

Predicting what values should have gone into empty fields in historical records

B.

Reducing the number of records needed to accurately predict a value

C.

Replacing legacy routing rules

D.

Predicting Case values without manual intervention

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Questions 69

What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

Options:

A.

The case action status changes to Related Task Updated

B.

The case escalates to an assignment group as defined in the default escalation template

C.

The case work notes are updated automatically

D.

The case displays a special handling note highlighting the update

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Questions 70

Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?

Options:

A.

The major case candidate is closed and a new major case is created

B.

The major case candidate becomes the major case

C.

The major case candidate requires an approval from the major issue manager

D.

A new major case is created and the major case candidate Is added as a child to the major case

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Questions 71

What is knowledge article versioning?

Options:

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

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Questions 72

In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)

Options:

A.

Blocked by approval

B.

Blocked by case task

C.

Blocked internally and by customer

D.

Blocked by internally

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Questions 73

In the Customer Service Management space what defines the term asset?

Options:

A.

A physical item

B.

A specific product instance supported for a customer

C.

A product that a company supports

D.

A resource that allows a business service

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Questions 74

What are the characteristics of Knowledge Categories?

Options:

A.

Shareable across KBs: Yes ; Multi-Level: No

B.

Shareable across KBs: No ; Multi-Level: Yes

C.

Shareable across KBs: No ; Multi-Level: No

D.

Shareable across KBs: Yes ; Multi-Level: Yes

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Questions 75

What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

Options:

A.

Reduces call volume

B.

Makes it easier for Agents to manage case volume

C.

Allows access to Knowledge Articles that are related to products owned by a customer

D.

Information about customer’s service contract

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Questions 76

Based on which out-of-box attributes can Special Handling Notes be applied to cases?

Choose 3 answers

Options:

A.

Product Model

B.

Account

C.

Service Contract

D.

Contact

E.

Install Base Item

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Questions 77

What are the ways the Customer Portal Locale feature can be used?

Choose 2 answers

Options:

A.

Ensure only authenticated users can choose a language/locale on a customer service portal

B.

Forward authenticated and guest users to a translated customer service portal

C.

Restrict access to a customer service portal based on where a user is physically located

D.

Allow authenticated and guest users to choose a language/locale on a customer service portal

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Exam Code: CIS-CSM
Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Last Update: Jun 30, 2025
Questions: 257
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