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 #56

When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?

A. Allows access to multi-product line knowledge articles

B. Allows access to knowledge articles that are related to products owned by a customer

C. Allows access to knowledge articles based on customer's security access

D. Allows access to knowledge articles that are related to entitlements owned by a customer

Discussion 0

Correct Answer: B Vote an answer

Question #57

What are benefits of me Conversation History feature? (Choose two.)

A. Better language management by flagging key words and alerting chat managers when agents use one or more of those words

B. Shorter calls for agents by reducing the time to search for information

C. Improved customer satisfaction as agents can respond to and resolve customer issues faster

D. A customized admin chat toolbar with emojis for agents to use in chat messages

Discussion 0

Correct Answer: B,C Vote an answer

Question #58

Which of the following best describes how the CSM application uses the Asset table?

A. CSM uses the Product table instead of the ITSM Asset table

B. CSM uses the Product Model table instead of the ITSM Asset table

C. Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM

D. ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields

Discussion 0

Correct Answer: D Vote an answer

Question #59

Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)

A. Lookup and verify

B. Related search

C. Special handing notes

D. Agent assist

Discussion 0

Correct Answer: A,D Vote an answer

Question #60

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :

A. Maybe

B. I don't know

C. Yes

D. No

Discussion 0

Correct Answer: C Vote an answer

Question #61

________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :

A. Consumer [sn_customerservice.consumer]

B. Customer administrator [sn_customerservice.customer_admin]

C. Partner administrator [sn_customerservice.partner_admin]

D. Customer [sn_customerservice.customer]

E. Customer case manager [sn_customerservice.customer_case_manager]

F. Partner [sn_customerservice.partner]

Discussion 0

Correct Answer: E Vote an answer

Question #62

What is the purpose of the sidebar feature in CSM Configurable Workspace?

A. Enables agents to access response templates to help them resolve cases faster and more efficiently

B. To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution

C. Enables managers lo discreetly monitor chats between agents and customers

D. Enables agents to keep information regarding details of the case visible at all times

Discussion 0

Correct Answer: B Vote an answer

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

Question #63

What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

A. The case work notes are updated automatically

B. The case action status changes to Related Task Updated

C. The case escalates to an assignment group as defined in the default escalation template

D. The case displays a special handling note highlighting the update

Discussion 0

Correct Answer: A Vote an answer

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

Question #64

Entitlements specify the level of service provided to customers.

A. True

B. False

Discussion 0

Correct Answer: A Vote an answer

Question #65

Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

A. Dynamic Related Records

B. Record Information

C. Agent Assist

D. Contextual Search

Discussion 0

Correct Answer: A Vote an answer

Question #66

With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?

A. After 3 days

B. After 7 days

C. After 1 day

D. After 5 days

Discussion 0

Correct Answer: D Vote an answer

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