Valid CIS-CSM Test Answers & ServiceNow CIS-CSM Exam PDF
ServiceNow CIS-CSM Certification Real 2026 Mock Exam
The ServiceNow CIS-CSM exam covers a range of topics, including Customer Service Management architecture, configuration, integrations, and reporting. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification validates the knowledge of the candidate in the areas of Incident Management, Problem Management, Change Management, Service Level Management, and Knowledge Management.
The CIS-CSM certification exam is intended for professionals who are responsible for implementing ServiceNow's CSM module in their organization. CIS-CSM exam is also suitable for consultants and partners who provide implementation services to customers. By obtaining the CIS-CSM certification, professionals can demonstrate their expertise in the implementation of the CSM module, which can help them advance their careers and increase their value to their organizations. Additionally, the certification can help organizations identify skilled professionals who can help them improve their customer service processes using ServiceNow's CSM module.
NEW QUESTION # 145
Articles can provide the following: (Choose three.)
- A. Document current and known issues
- B. Information about customer's service contract
- C. Share product information
- D. Provide answers and responses to common issues or questions
Answer: A,C,D
Explanation:
Explanation
NEW QUESTION # 146
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
- A. Get Help with an Order Most Voted
- B. Get Help with an Asset
- C. Check Case Status Most Voted
- D. Create Contact
- E. Close Case
Answer: A,C
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/csm-virtual-agent-chatbot.html
NEW QUESTION # 147
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
- A. Customer Service Initial Data Collection
- B. Customer Service Historic Data Collection
- C. Customer Service Daily Data Collection
- D. Customer Service Case Data Collection
Answer: B
NEW QUESTION # 148
What is a case?
- A. An Individual record that Is used to identity and create automation opportunities
- B. An individual record that handles and routes issues for internal users
- C. An individual record that is used to identify and resolve a question or issue for an external customer
- D. An individual record that handles and resolves incidents tor external customers
Answer: C
Explanation:
https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer- service-management/concept/csm-cases-case-tasks-overview.html#:~:text=Customer%20service%20cases%
20store%20information,work%20necessary%20to%20resolve%20cases.
NEW QUESTION # 149
What features are included with the Customer Service Portal?
Choose 3 answers
- A. Links to information sources such as the knowledge base, community and customer support
- B. Search feature to get Information from several repositories
- C. Header with links for different customer activities such as creating a case
- D. The ability to create new accounts
- E. Links to marketing promotions and product coupons
Answer: A,B,C
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/use-the-customer-portal.html
NEW QUESTION # 150
What is required to synchronize fields from a parent to a child case(s)?
- A. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- B. No action required, this is a standard Customer Service Management feature
- C. Major Issue Management needs to be installed and certain properties enabled
- D. The role of sn_customerservice.customer_case_manager must be assigned
Answer: C
NEW QUESTION # 151
What is the purpose of a Catalog Item variable?
- A. Allows the customer to ask a question
- B. Opens a chat session with customer support
- C. Provides hint to the user on the field
- D. Allows the customer or consumer to qualify their answer
Answer: D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service- catalog-management/task/t_CreateAVariableForACatalogItem.html
NEW QUESTION # 152
Name a security benefit gained from using scoped applications:
- A. Limits accessibility to other applications in the Instance
- B. Limits the number of update sets that can be applied
- C. Prevents third party Integrations
- D. Prevents changes to tables without explicit permission from IT
Answer: A
NEW QUESTION # 153
What is required to synchronize fields from a parent to a child case(s)?
- A. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- B. No action required, this is a standard Customer Service Management feature
- C. Major Issue Management needs to be installed and certain properties enabled
- D. The role of sn_customerservice.customer_case_manager must be assigned
Answer: B
Explanation:
Explanation
NEW QUESTION # 154
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation
Explanation
NEW QUESTION # 155
What are Special Handling Notes used for?
- A. For agents to view articles an attach them to a case
- B. To ensure customers get the service they are entitled to receive
- C. Bring important information about individual records to an agent's attention
- D. Help agents identify in which time zone a contact is located
Answer: C
NEW QUESTION # 156
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
- A. Order
- B. FAQ
- C. Request
- D. Contract
- E. Billing
- F. Monitoring
Answer: A
NEW QUESTION # 157
If only one user reports a content for moderation, the content will be hidden.
- A. True
- B. False
Answer: B
NEW QUESTION # 158
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Reference:
https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-servicemanagement/reference/r_BRIWCustomerService.html
NEW QUESTION # 159
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
- A. The role then becomes a parent responsibility
- B. The role then becomes a child responsibility
- C. Ensure there is a dedicated account manager for that account
- D. Prevent the same role being used on different customer accounts
Answer: B
NEW QUESTION # 160
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
- A. Partner administrator [sn_customerservice.partner_admin]
- B. Consumer [sn_customerservice.consumer]
- C. Partner [sn_customerservice.partner]
- D. Customer [sn_customerservice.customer]
- E. Customer case manager [sn_customerservice.customer_case_manager]
- F. Customer administrator [sn_customerservice.customer_admin]
Answer: E
NEW QUESTION # 161
Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?
- A. Customer account manager (sn_customerservice.customer_account_manager)
- B. Customer admin (sn_customerservice.customer_admln) Most Voted
- C. Customer case manager (sn_customerservice.customer_case_manager)
- D. Customer (sn_customerservice.customer)
Answer: B
NEW QUESTION # 162
External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?
- A. Request Records and Escalations
- B. Change Records and Request Records
- C. Problem Records and Incident Records
- D. Problem Records and Escalations
Answer: B
NEW QUESTION # 163
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Social
- B. Chat
- C. Web
- D. Email
Answer: C,D
Explanation:
Explanation
NEW QUESTION # 164
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