Apr-2026 Realistic CIS-CSM Accurate & Verified Answers As Experienced in the Actual Test!
Latest ServiceNow CIS-CSM Practice Test Questions, ServiceNow Certified Implementation Specialist - Customer Service Management Exam Exam Dumps
To be eligible for the exam, candidates must have a solid understanding of ServiceNow CSM and must have completed the ServiceNow Customer Service Management Fundamentals training course. CIS-CSM exam consists of 60 multiple-choice questions and has a time limit of 90 minutes. The passing score for the exam is 70% and the certification is valid for two years. The ServiceNow CIS-CSM certification is recognized globally and is highly valued by organizations that use ServiceNow CSM. It is a great way for professionals to enhance their career prospects and demonstrate their expertise in ServiceNow CSM.
NEW QUESTION # 54
Which entity represents specific versions of products being sold to and supported for customers?
- A. Product Models
- B. Sold Products
- C. Portfolio Products
- D. Product Categories
Answer: A
NEW QUESTION # 55
An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with?
- A. Two
- B. One
- C. Three
- D. Multiple
Answer: B
NEW QUESTION # 56
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
- A. Knowledge Article
- B. Accounts
- C. Case
- D. Chat
Answer: B,C
NEW QUESTION # 57
The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?
- A. Customer admin (sn_customerservice.customer_admin)
- B. System administrator (admin)
- C. Customer Service Manager (sn_customerservice_manager)
- D. Service organization administrator (sn_customerservice.service_organization_admin)
Answer: B
NEW QUESTION # 58
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. Only applications that allow WebDAV connections can be integrated
- B. Imported external articles appear as attachments in ServiceNow
- C. The imported article will have the same category it had in the source knowledge base
- D. SharePoint blocks this integration
Answer: A,C
NEW QUESTION # 59
Once a major case candidate is approved a major case is created. What then happens to the customer case?
- A. The customer case becomes a child case of the major case
- B. The customer case becomes the parent case of the major case
- C. The customer case will be automatically closed
- D. The customer case will automatically be related to a problem
Answer: B
NEW QUESTION # 60
Agents and managers cannot create knowledge articles from Community questions.
- A. False
- B. True
Answer: A
Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/task/create-knowledge-article.html
NEW QUESTION # 61
New case tasks use the following prefix:
- A. No specific task prefix just existing TASK prefix
- B. CSTASK prefix
- C. CSMTASK prefix
- D. CASETASK prefix
Answer: B
NEW QUESTION # 62
Out-of-the-box. cases are automatically closed after how many days?
- A. 3 days
- B. Cases are not automatically closed by default
- C. 5 days
- D. 10 days
Answer: B
NEW QUESTION # 63
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
- A. Prevent the same role being used on different customer accounts
- B. The role then becomes a parent responsibility
- C. Ensure there is a dedicated account manager for that account
- D. The role then becomes a child responsibility
Answer: D
NEW QUESTION # 64
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
- A. Reduces monthly case volume
- B. Work orders can be created from a case Most Voted
- C. Customer can access work order details and tasks created for their case
- D. Reduces agent workload
Answer: B,C
NEW QUESTION # 65
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A. Project Manager
- B. Assists with technical requirements
- C. Provides answers to technical problems
- D. Acts as intermediary
Answer: A,B
Explanation:
Explanation/Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI
NEW QUESTION # 66
What benefits does scoping an application bring? (Choose three.)
- A. CSM application data and business logic is protected from changes by other applications
- B. CSM teams can move at their desired pace, independent of IT
- C. Provides CSM teams autonomy and control
- D. Changes in different scopes can be addressed in a single update set
- E. Account records can be changed only while in the CSM scope
Answer: A,B,C
NEW QUESTION # 67
Which of the following roles cannot update a consumer's record?
- A. admin
- B. sn_customerservice_manager
- C. sn_customerservice_agent
- D. sn_customerservice.consumer_agent
Answer: C
NEW QUESTION # 68
Which of the following is a required field in the Resolution Information tad in order to close a case?
- A. Resolution notes
- B. Closed
- C. Cause
- D. Closed by
Answer: A
NEW QUESTION # 69
When working with case types, what is the lowest level in the case type hierarchy called?
- A. Sub-level
- B. Decision-level
- C. Leaf-level
- D. Base-level
Answer: C
NEW QUESTION # 70
Which feature allows for the creation and management of product data and relationships within the CSM application?
- A. Problem Management
- B. Incident Management
- C. Product Model management
- D. Demand Management
Answer: C
NEW QUESTION # 71
Out-of-the-box. cases are automatically closed after how many days?
- A. 3 days
- B. 10 days
- C. Cases are not automatically closed by default
- D. 5 days
Answer: B
NEW QUESTION # 72
What module is used to create Case Record Producers?
- A. Maintain Records
- B. Record Producers
- C. Edit Records
- D. Case Record Producers
Answer: B
NEW QUESTION # 73
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ServiceNow is a leading provider of cloud-based platforms that are designed to help companies streamline their operations and improve their customer service. The company's flagship product, the ServiceNow Customer Service Management (CSM) platform, is widely used by organizations around the world to manage their customer service operations. To help professionals master this platform and achieve their career goals, ServiceNow offers the CIS-CSM (ServiceNow Certified Implementation Specialist - Customer Service Management) certification exam.
ServiceNow CIS-CSM Certification Exam is an excellent opportunity for professionals who are interested in customer service management and want to validate their expertise using the ServiceNow platform. With this certification, individuals can demonstrate their knowledge and skills to potential employers and advance their careers in this field.
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