ServiceNow CIS-CSM Actual Free Exam Questions & Community Discussion

Exam Code/Number: CIS-CSM
Exam Name/Title: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Certification Provider: ServiceNow
Corresponding Certification: CIS-Customer Service Management

Exam Questions: 261
Updated On: May 30, 2026

Question #45

What are the Forum User Types? (Choose three.)

A. Admin

B. Registered

C. Public

D. Custom

E. Moderator

Discussion 0

Correct Answer: B,C,E Vote an answer

Explanation: Only visible for EduDump members. You can sign-up / login (it's free).

Question #46

In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

A. Routes the chat towards another group

B. Rolls up the current chat history towards an existing case

C. Uses response templates to Insert as text in a conversation

D. Rejects an incoming chat and moves it automatically to the general queue

Discussion 0

Correct Answer: C Vote an answer

Question #47

What is knowledge article versioning?

A. A knowledge article publishing guide

B. A knowledge article numbering guide

C. A content tracker for knowledge articles

D. The ability to manage and track article updates Most Voted

Discussion 0

Correct Answer: C Vote an answer

Question #48

In ServiceNow's CSM Application, what is an interaction?

A. A binding agreement between two parties

B. A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer

C. A request for assistance made through a chat, phone call, or walk-up

D. Any configuration item that has been made accessible to customers

Discussion 0

Correct Answer: C Vote an answer

Question #49

What does the Agent Whisper function do?

A. Lets agents have chat conversations with other agents without the requester knowing

B. Lets the chat supervisors have a conversation with the requester without the agent knowing

C. Lets agents and chat supervisors have a conversation without the requester knowing

D. Lets agents and requesters have a conversation without the chat supervisor knowing

Discussion 0

Correct Answer: C Vote an answer

Question #50

Which feature allows for the creation and management of product data and relationships within the CSM application?

A. Demand Management

B. Incident Management

C. Problem Management

D. Product Model management

Discussion 0

Correct Answer: D Vote an answer

Question #51

What action is required to enable agents to create an incident record for a case?

A. They must be assigned with the snc_intemal role

B. They must be assigned with the itil role

C. They must be assigned with the read role for incident

D. They must be assigned with the sn_customerservice.itsm_contributor role

Discussion 0

Correct Answer: B Vote an answer

Question #52

Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

A. Both portal question entry and Record Producer

B. Record Producer only

C. None of the above

D. Entering question in portal only

Discussion 0

Correct Answer: A Vote an answer

Question #53

When are any changes to the platform considered a customization?

A. When there are business demands for custom functionality that is not offered out-of-the-box

B. When they require an implementation spread across all project phases

C. If they are NOT applied through the usage of built-in tools on the Now Platform

D. When they are solely implemented for a custom application

Discussion 0

Correct Answer: A Vote an answer

Question #54

True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :

A. True

B. False

Discussion 0

Correct Answer: A Vote an answer

Question #55

Which type of catalog item may be found in a Service Catalog?

A. Categories

B. Content Items Most Voted

C. Requested Items

D. Execution Plans

Discussion 0

Correct Answer: B Vote an answer

Download Free ServiceNow CIS-CSM Demo

Simply submit your e-mail address below to get started with our free demo of your ServiceNow CIS-CSM exam.