Guide (New 2025) Actual ServiceNow CIS-CSM Exam Questions
CIS-CSM Exam Dumps Pass with Updated 2025 Certified Exam Questions
ServiceNow CIS-CSM exam is designed for implementation specialists who are responsible for setting up the ServiceNow Customer Service Management (CSM) application. CIS-CSM exam assesses a new specialist’s knowledge on the key concepts and best practices that are used in ServiceNow CSM implementation, including the setup, administration, and configuration of CSM features. Those who pass the ServiceNow CIS-CSM exam are considered to have demonstrated their ability to efficiently and effectively implement ServiceNow’s customer service management application.
NEW QUESTION # 44
Which of the following is a condition for matching rules?
- A. Agent domain
- B. Assignment
- C. Specific case attributes
- D. Switching
Answer: C
Explanation:
Reference:
customer-service-management/concept/case-assignment-matching-rules.html
NEW QUESTION # 45
What do blue circles in the timeline of a case form represent?
- A. State
- B. Note
- C. Comment
- D. Activity
Answer: A
NEW QUESTION # 46
What are the three out-of-the-box playbooks for CSM?
Choose 3 answers
- A. Case playbook for Accounts
- B. Case playbook for Billing
- C. Case Playbook for product Support
- D. Case playbook for Complaints
- E. Case playbook for Onboarding
Answer: C,D,E
Explanation:
https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/customer-service-case-playbooks.html
NEW QUESTION # 47
From what places in SN can an agent create a case? (Choose three.)
- A. Contact
- B. Customer Service Application
- C. Account
- D. Chat
Answer: A,B,C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html
NEW QUESTION # 48
What should be part of the pre-engagement collateral?
- A. Stock Keeping Unit (SKU) and pricing sheet
- B. Customer Service roles template
- C. Scoping Guide
- D. Frequently Asked Questions (FAQ)
Answer: B
Explanation:
Explanation
NEW QUESTION # 49
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. The value property on the form must be set to true
- B. The plugin 'com.snc.csm_time_recording' needs to be activated
- C. Nothing, it is a standard field
- D. The value property on the form must be set to true and the field added to the case form
Answer: A
NEW QUESTION # 50
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A. Case Categorization
- B. Case Escalation
- C. Case State
- D. Case Prioritization
Answer: A,D
NEW QUESTION # 51
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary's house.
- A. B2C
- B. B2B
Answer: A
NEW QUESTION # 52
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)
- A. Clone back to this instance from a valid instance
- B. Zboot the instance
- C. Disable the Case Interceptor
- D. Remove the Demo Data via a HI Request
Answer: A,D
Explanation:
https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/use-consumer-service-portal.html
NEW QUESTION # 53
From what places in SN can an agent create a case? (Choose three.)
- A. Chat
- B. Customer Service Application
- C. Account
- D. Contact
Answer: A,B,C
Explanation:
Reference:
customer-service-management/reference/r_CustomerServiceCaseForm.htmlc
NEW QUESTION # 54
Entitlements specify the level of service provided to customers.
- A. False
- B. True
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION # 55
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case?
(Choose three.)
- A. Incident
- B. Chat
- C. Customer Service Application
- D. Special Handling Note
- E. Account
Answer: B,C,E
NEW QUESTION # 56
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. None of the above
- B. Entering question in portal only
- C. Record Producer only
- D. Both portal question entry and Record Producer
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/ contextual-search/concept/c_DefineContextualSearch.html
NEW QUESTION # 57
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Create requests on behalf of customers
- B. Manage major incident communication on behalf of a customer service manager
- C. Create cases on behalf of customers
- D. Manage requests on behalf of customer service agents
- E. Manage cases on behalf of customer service agents
Answer: A,C
Explanation:
Explanation
NEW QUESTION # 58
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
- A. The field is not based of the customers profile time zone
- B. The field is always based on the system time zone
- C. The field is active in the base form
- D. Agents can use the field to identify if it is the right time to contact customer
Answer: A
NEW QUESTION # 59
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?
- A. Routes cases to different groups based on their skill set and availability
- B. Uses matching and assignment rules to send work Hems to the agent with the most capacity
- C. When one support group reaches capacity the work Item is automatically routed to another group
- D. Uses matching and assignment rules to send won* items to the agent with the highest availability
Answer: C
NEW QUESTION # 60
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. User
- B. Caller
- C. Customer
- D. Contact
Answer: B
Explanation:
Reference:
customer-service-management/reference/csm-integration-sm-incident.html
NEW QUESTION # 61
To which recipient types can targeted communications (publications) be sent? (Choose two.)
- A. Internal users
- B. Outsourced Service Providers
- C. Households
- D. Contacts
Answer: A,D
NEW QUESTION # 62
What benefits does scoping an application bring? (Choose three.)
- A. Account records can be changed only while in the CSM scope
- B. Provides CSM teams autonomy and control
- C. CSM teams can move at their desired pace, independent of IT
- D. Changes in different scopes can be addressed in a single update set
- E. CSM application data and business logic is protected from changes by other applications
Answer: B,C,E
NEW QUESTION # 63
From what places in SN can an agent create a case? (Choose three.)
- A. Contact
- B. Customer Service Application
- C. Account
- D. Chat
Answer: A,B,C
NEW QUESTION # 64
A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)
- A. The parent account of the account to be escalated is not active
- B. The customer service agent is not assigned with the escalation requester role
- C. No escalation approval flow is configured
- D. The account already has an open escalation record
Answer: B,D
NEW QUESTION # 65
Which of the following is a condition for matching rules?
- A. Agent domain
- B. Assignment
- C. Specific case attributes
- D. Switching
Answer: C
NEW QUESTION # 66
External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?
- A. Problem Records and Escalations
- B. Change Records and Request Records
- C. Problem Records and Incident Records
- D. Request Records and Escalations
Answer: B
NEW QUESTION # 67
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. Only applications that allow WebDAV connections can be integrated
- B. Imported external articles appear as attachments in ServiceNow
- C. SharePoint blocks this integration
- D. The imported article will have the same category it had in the source knowledge base
Answer: A,D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/concept/knowledge-external-content-integration.html
NEW QUESTION # 68
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