[Jun 18, 2026] CIS-CSM Questions Truly Valid For Your ServiceNow Exam!
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ServiceNow CIS-CSM (ServiceNow Certified Implementation Specialist - Customer Service Management) Certification Exam is designed for individuals who want to demonstrate their expertise in the implementation and management of ServiceNow's customer service management solution. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is ideal for those who work with ServiceNow's customer service management solution on a regular basis and are responsible for its implementation and management. CIS-CSM exam covers a variety of topics, including customer service management processes, customer service management configuration, and customer service management reporting.
ServiceNow CIS-CSM certification exam is a challenging exam that requires dedication and preparation to pass. However, with the right study materials and a solid understanding of the ServiceNow platform, you can succeed in passing the exam and earning your certification. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is valid for two years and can be renewed by taking and passing a recertification exam. Overall, the ServiceNow CIS-CSM certification is an excellent investment in your career and can open up many opportunities for advancement in the field of customer service management.
ServiceNow CIS-CSM certification exam is designed to validate the skills and knowledge required for implementing and managing the Customer Service Management (CSM) module in ServiceNow. CIS-CSM exam is intended for individuals who have experience working with ServiceNow and wish to enhance their expertise in customer service management. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification exam comprises 60 multiple-choice questions and has a time limit of 90 minutes.
NEW QUESTION # 154
From what places in SN can an agent create a case? (Choose three.)
- A. Account
- B. Chat
- C. Customer Service Application
- D. Contact
Answer: A,C,D
Explanation:
Reference:
customer-service-management/reference/r_CustomerServiceCaseForm.htmlc
NEW QUESTION # 155
When working with case types, what is the lowest level in the case type hierarchy called?
- A. Leaf-level
- B. Sub-level
- C. Decision-level
- D. Base-level
Answer: A
NEW QUESTION # 156
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
- A. Can view assets belonging to their account Most Voted
- B. Can assign the roles to other contacts in the same account
- C. Can research questions issues, or problems, and create view and edit cases for only their own accounts Most Voted
- D. Can edit information or roles for existing contacts
Answer: A,C
NEW QUESTION # 157
Who can create a customer service case from a community discussion? (Choose two.)
- A. Partner (sn_customerservice.partner)
- B. Customer service agent (sn_customerservice_agent)
- C. Proxy case creator (sn_customerservice.proxy_case_creator)
- D. Case Viewer (sn_customerservice.case_viewer)
Answer: B,C
NEW QUESTION # 158
Which of the following are correct for parent/child synchronization? (Choose two.)
- A. Multiple child cases can be managed from a parent case as in Major Issue Management
- B. The property to synchronize parent to child cases is automatically enabled
- C. Parent to child cases can be synchronized regardless of which state the case is in
- D. The Administrator can choose which fields to synchronize from parent to child cases
Answer: A,C
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/config-major-case-synchronization.html
NEW QUESTION # 159
Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?
- A. A set of steps used to define a complex process
- B. A multi-step process consisting of a series of questions answers, and guidance Most Voted
- C. A detailed check list for customer service teams
- D. A step-by-step methodology for creating and solving different case types
Answer: B
NEW QUESTION # 160
Service-aware Install Base consists of which entities? (Choose three.)
- A. Install Base Items
- B. Configuration Items
- C. Assets
- D. Sold Products
- E. Installed Products
Answer: A,D,E
NEW QUESTION # 161
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
- A. Customer service portal
- B. Communities
- C. Consumer service portal
- D. Knowledge articles
- E. Service catalog
Answer: B,D,E
NEW QUESTION # 162
What is the most efficient way to get cases to be dosed automatically after a few days?
- A. Set the property glide.auto.close.cases resolved to true
- B. Activate the Auto Close Resolved Cases flow
- C. Create a Scheduled job that looks at the resolved_at date
- D. Create a workflow associated with cases with a timer that changes the state after a few days
Answer: B
NEW QUESTION # 163
Which aspect of an install base item helps document the details of products installed at a customer location?
- A. Install Base Attributes
- B. Service Logs
- C. Product ID
- D. Sales Records
Answer: A
NEW QUESTION # 164
Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)
- A. Matching Skills
- B. Agent Affinity
- C. Assigned Cases
- D. Availability Today
- E. Agent History
Answer: A,C,D
NEW QUESTION # 165
What are the types of units used to measure entitlements? (Choose two.)
- A. Hours
- B. Cost
- C. Contract
- D. Case
Answer: A,D
Explanation:
Entitlements are counted on a per unit basis. The Unit field on the Service Entitlement form defines the unit type, either cases or hours.
Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product
/customer-service-management/task/configure-csm-entitlements.html
NEW QUESTION # 166
The default configuration automatically closes resolved Cases after how many days?
- A. 3 days
- B. 5 days
- C. 10 days
- D. Cases are not automatically closed by default Most Voted
Answer: D
NEW QUESTION # 167
Which entities combined together make up the Service-aware Install Base?
Choose 3 answers
- A. Configuration Items
- B. Ml Assets
- C. Installed Products
- D. Sold Products
- E. Install Base Items
Answer: A,B,D
NEW QUESTION # 168
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
- A. Case Performance
- B. Case Spotlight
- C. Case Digest
- D. Case Analytics
Answer: B
NEW QUESTION # 169
In ServiceNow's CSM Application, what is an interaction?
- A. A request for assistance made through a chat, phone call, or walk-up
- B. A binding agreement between two parties
- C. Any configuration item that has been made accessible to customers
- D. A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer
Answer: A
NEW QUESTION # 170
Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?
- A. Proactive Customer Service Operations
- B. Self-Service Analytics
- C. Auto-Responder
- D. Trending Topics
Answer: C
NEW QUESTION # 171
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.
NEW QUESTION # 172
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