ServiceNow CIS-CSM practice materials Questions Answers

Exam Code:
CIS-CSM
Exam Name:
Certified Implementation Specialist – Customer Service Management Exam
Last Update:
Jun 01,2026

257 Questions Answers Verified by Experts!


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ServiceNow CIS-CSM Questions for Certified Implementation Specialist Certification Exam 2026

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Page: 1 / 48
Total Questions: 239

Questions & Answers PDF

• Question 1

  

  Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?

  • Individuals
  • Partners
  • Contacts
  • Accounts

  Reveal Answer Answer: A Next Question

• Question 2

  

  Benefits of Proactive Customer Service Operations include: (Choose two.)

  • Reduced inbound calls from customers Most Voted
  • Reduction in staff turnover
  • Major cases can be eliminated as there will be no Impact to customers
  • Reduced Mean Time To Resolve (MTTR) Most Voted
  • Guaranteed increase in customer satisfaction

  Reveal Answer Answer: A, D Next Question

• Question 3

  

  Special Handling Notes can apply to which one of the following based on specific attributes?

  • Domain
  • Contact
  • Holiday
  • VIP

  Reveal Answer Answer: B Next Question

• Question 4

  

  Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)

  • Hardware assets Most Voted
  • Facility assets Most Voted
  • Configuration assets
  • Software licenses assets Most Voted
  • Enterprise Software assets Most Voted
  • Network assets
  • Consumables assets

  Reveal Answer Answer: A, B, D, E, G Next Question

• Question 5

  

  What is KCS (Knowledge Centered Services)?

  • A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
  • A documented methodology to provide a set of best practices for creating and maintaining knowledge Most Voted
  • A dashboard with specific visualization of the different knowledge bases and categories
  • An application that helps agents and managers to create cases from Knowledge articles

  Reveal Answer Answer: B Next Question

• Question 6

  

  Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)

  • Knowledge articles
  • Service catalog
  • Communities
  • Consumer service portal
  • Customer service portal

  Reveal Answer Answer: A, B, C Next Question

• Question 7

  

  Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?

  • Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true
  • Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms Most Voted
  • Create an Access control to hide the unnecessary CIs from the itil users
  • Make a show/hide UI action to show only the desired CIs to the itil users

  Reveal Answer Answer: B Next Question

• Question 8

  

  Name a security benefit gained from using scoped applications:

  • Prevents changes to tables without explicit permission from IT
  • Prevents third party Integrations
  • Limits the number of update sets that can be applied
  • Limits accessibility to other applications in the Instance

  Reveal Answer Answer: D Next Question

• Question 9

  

  What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?

  • Can view assets belonging to their partner accounts
  • Can create, view, and edit cases for their partner accounts
  • Can resolve cases reported by their partner accounts
  • Can create and update contacts for their partner accounts

  Reveal Answer Answer: A Next Question

• Question 10

  

  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?

  • snc_intemai and snc_external
  • snc_internal and sn_customerservice.consumer_agent
  • snc_internal and sn_customerservice_agent
  • snc_external and sn_customerservice.customer

  Reveal Answer Answer: A Next Question

Page: 1 / 48
Total Questions: 239

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