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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.

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Total 257 questions

What is the purpose of a Catalog Item variable?

A.

Allows the customer to ask a question

B.

Provides hint to the user on the field

C.

Opens a chat session with customer support

D.

Allows the customer or consumer to qualify their answer

In Advanced Work Assignment, what does the overflow assignment capability do, if defined?

A.

Uses matching and assignment rules to send work Hems to the agent with the most capacity

B.

When one support group reaches capacity the work Item is automatically routed to another group

C.

Uses matching and assignment rules to send won* items to the agent with the highest availability

D.

Routes cases to different groups based on their skill set and availability

Which data model should be employed to track a household where a group of consumers share a common address?

A.

Household with Consumer

B.

Household with Customer Access Management

C.

Consumer with Customer Access Management

D.

Consumer with Organizational

What module is used to create Case Record Producers?

A.

Case Record Producers

B.

Edit Records

C.

Record Producers

D.

Maintain Records

Which of the following are benefits that may be gained from using communities?

Choose 3 answers

A.

Reduce support costs

B.

Engagement with Customers

C.

Get product feedback

D.

Reduce cost per sales

E.

Increase marketing effectiveness

Which roles are considered external?

Choose 2 answers

A.

Partner Admin (sn_customerservice. partner_admin)

B.

Customer Admin (sn_cuslomerservlce.customet_admin)

C.

Customer Service Agent (sn_customerservice_agent)

D.

Consumer Support Agent (sn_customerservice.consumer_agent)

Service-aware Install Base consists of which entities? (Choose three.)

A.

Installed Products

B.

Install Base Items

C.

Assets

D.

Sold Products

E.

Configuration Items

What benefits does scoping an application bring? (Choose three.)

A.

CSM teams can move at their desired pace, independent of IT

B.

Provides CSM teams autonomy and control

C.

CSM application data and business logic is protected from changes by other applications

D.

Account records can be changed only while in the CSM scope

E.

Changes in different scopes can be addressed in a single update set

Agents and managers cannot create knowledge articles from Community questions.

A.

True

B.

False

Which of the following statements is correct regarding product models in CSM?

A.

Products models can only contain digital (logical) items

B.

Product models can contain either physical items or digital (logical) items but not both in the same model

C.

Product models can only contain physical items

D.

Product models can contain both physical items and digital (logical) items in the same mode

What functionality is required to automatically close resolved cases if customers do not respond within a specified time?

A.

Auto Close Resolved Cases Workflow

B.

Auto Close Resolved Cases Flow Designer Flow

C.

Auto Close Resolved Cases Business Rule

D.

Auto Close Resolved Cases Scheduled Job

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?

A.

Can view assets belonging to their partner accounts

B.

Can create, view, and edit cases for their partner accounts

C.

Can resolve cases reported by their partner accounts

D.

Can create and update contacts for their partner accounts

What is a case?

A.

An individual record that handles and routes issues for internal users

B.

An Individual record that Is used to identity and create automation opportunities

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

What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?

A.

Catalog item

B.

Service Catalog Request

C.

Request Item

D.

Record Producer

Which one is NOT a dependency for the Customer Service Plugin?

A.

Task Activities

B.

Skills Management

C.

Openframe

D.

Communities

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.

Major Issue Management needs to be installed and certain properties enabled

C.

No action required, this is a standard Customer Service Management feature

D.

The role of sn_customerservice.customer_case_manager must be assigned

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

A.

Domain

B.

Contact

C.

Holiday

D.

VIP

What are the conditions that matching rules are based on? (Choose two.)

A.

Agent resources best suited to work on a case

B.

Specific routing rules

C.

Filters set up in advanced work assignment

D.

Specific case attributes

In the 'Action Status' column on a case list, what could a blue indicator dot mean?

A.

Needs attention

B.

Blocked internally

C.

Blocked externally

D.

Work in progress

Why would a customer service manager system administrator create want tabs on a dashboard?

A.

Reports must be categorized by role on each dashboard

B.

To better organize reports and widgets, and make it easier to share widgets

C.

Reports must be categorized by type on each dashboard

D.

There's a finite number of widgets allowed per dashboard

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Total 257 questions
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