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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 criteria can be used to determine when a new inbound case should be opened?

A.

When a new customer is created

B.

When an internal problem occurs

C.

When a customer has a question or issue to resolve

D.

When we have new marketing material for a customer

Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

A.

Set the Agent Experience (What agents see in their Workspace inbox)

B.

Define Assignment Rules (How to assign work items)

C.

Define Work Item Queues (Where to route)

D.

Configure Service Channels (What to route)

Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?

Choose 2 answers

A.

Store APPs

B.

XML unloads

C.

Update Sets

D.

Plugins

In the Customer Service Management space what defines the term asset?

A.

A physical item

B.

A specific product instance supported for a customer

C.

A product that a company supports

D.

A resource that allows a business service

When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

A.

Order

B.

Contract

C.

FAQ

D.

Monitoring

E.

Request

F.

Billing

Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?

A.

External (snc_external)

B.

Account Contact (sn_cusiometservice.accouni_contactf

C.

Cusiomer(sn_customerservice.customer)

D.

Case Creator (sn_customer service, case creator)

What are the types of units used in counting for entitlements in ServiceNow?

And the options are:

A.

Incidents and Problems

B.

Tasks and Projects

C.

Cases and Hours

D.

Requests and Changes

Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)

A.

Close an upsell of related products and services not yet purchased by a customer Most Voted

B.

See the detailed configurations of the products and services deployed for a customer to determine the action needed Most Voted

C.

Trace Information provided in a case to the right product or service to which it relates

D.

Monitor related operational services and configuration items that affect service health

What are the types of units used to measure entitlements? (Choose two.)

A.

Hours

B.

Contract

C.

Cost

D.

Case

From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)

A.

Account

B.

Incident

C.

Customer Service Application

D.

Special Handling Note

E.

Chat

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

A.

Reduced inbound calls from customers Most Voted

B.

Reduction in staff turnover

C.

Major cases can be eliminated as there will be no Impact to customers

D.

Reduced Mean Time To Resolve (MTTR) Most Voted

E.

Guaranteed increase in customer satisfaction

What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

A.

Define the Business Pain Points

B.

Provide consistent service to customers

C.

Have a clear understanding of the use cases

D.

Define the number of hours needed to develop the associated requirements

E.

Implementation is only as good as the underlying process

Who can create a customer service case from a community discussion? (Choose two.)

A.

Customer service agent (sn_customerservice_agent)

B.

Proxy case creator (sn_customerservice.proxy_case_creator)

C.

Partner (sn_customerservice.partner)

D.

Case Viewer (sn_customerservice.case_viewer)

Which roles can propose a case as a Major Case candidate? (Choose three.)

A.

Proxy contact (sn_customerservice.proxy_contact)

B.

Customer case manager (sn_customerservice.customer_case_manager)

C.

Customer service manager (sn_customerservice_manager) Most Voted

D.

Customer service agent (sn_customerservice_agent) Most Voted

E.

Major issue manager (sn_majorissue_mgt.major_issue_manager)

What action to be taken if the product has no configurable attributes?

A.

Optimize data in the Install base Item table

B.

Create new child table for Install Base Item

C.

Group into existing extended Install Base Item table

D.

Store it in the baseline Install Base Item table

Which roles are considered external? (Choose two.)

A.

Consumer Support Agent (sn_customerservice.consumer_agent)

B.

Customer Admin (sn_customerservice.customer_admin) Most Voted

C.

Partner Admin (sn_customerservice.partner_admin) Most Voted

D.

Customer Service Agent (sn_customerservice_agent)

What are the different resource matching methods on the Matching Rule form?

Choose 3 answers

A.

Skill

B.

History

C.

Scripted

D.

Selection Criteria

E.

Simple

A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)

A.

Can Read user criteria

B.

Whitelist all other groups from the Knowledge Base

C.

Hide the Knowledge Base from the Knowledge Base Portal

D.

Cannot Contribute user criteria

Which of the following is correct regarding the social med a channel?

A.

Cases cannot be created from any of the social channels

B.

Cases are NOT created automatically from any of the social channels

C.

Cases can be created automatically depending on which social channel is used

D.

Cases are created automatically from all of the social channels

Which application must be activated to enable customers to check in on-line for future appointments?

A.

Business Location

B.

Walk-Up Experience

C.

Field Service Management

D.

Service Organization

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Total 257 questions
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