CIS-CSM ServiceNow Certified Implementation Specialist - Customer Service Management Exam Free Practice Exam Questions (2025 Updated)
Prepare effectively for your ServiceNow CIS-CSM ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification with our extensive collection of free, high-quality practice questions. Each question is designed to mirror the actual exam format and objectives, complete with comprehensive answers and detailed explanations. Our materials are regularly updated for 2025, ensuring you have the most current resources to build confidence and succeed on your first attempt.
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer’s Twitter profile details?
From which one of the following can an agent create a CSM Case:
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.)
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?
Which roles are responsible for maintaining account team membership? (Choose two.)
Once a major case candidate is approved a major case is created. What then happens to the customer case?
What is KCS (Knowledge Centered Services)?
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
What action can be performed by a Customer Admin (sn_customerservice.customer_admin) and NOT by a Customer (sn_customerservice.customer) in the Customer Service Portal?
What one of the following is optional when creating a Catalog workflow?
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?
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
What action should be taken in the event that a product possesses a different set of non-configurable attributes?
And the options are:
In the 'Action Status' column on a case list, what does a blue indicator dot mean?
_____________________ 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 :
Which social media channels are NOT available out-of-box?
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
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?
