ServiceNow CIS-CSM Practice Exams
Last updated on Oct 22,2026- Exam Code: CIS-CSM
- Exam Name: Specialist - Customer Service Management Exam
- Certification Provider: ServiceNow
- Latest update: Oct 22,2026
What are Special Handling Notes used for?
- A . Bring important information about individual records to an agent’s attention
- B . For agents to view articles an attach them to a case
- C . To ensure customers get the service they are entitled to receive
- D . Help agents identify in which time zone a contact is located
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
- A . Partner admin
- B . Partner contact
- C . Customer admin
- D . Customer contact
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
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- 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
Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment.
Which routing and assignment features leverage matching rules? (Choose two.)
- A . State Flows
- B . Assignment Workbench
- C . Assignment Rules
- D . CSM Workspace
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A . Case Escalation
- B . Case State
- C . Case Categorization
- D . Case Prioritization
Which entity represents specific versions of products being sold to and supported for customers?
- A . Portfolio Products
- B . Product Categories
- C . Product Models
- D . Sold Products
When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?
- A . Social Channels
- B . Social Profiles
- C . Social Logs
- D . Work notes
- E . Additional comments
New case tasks use the following prefix:
- A . CSMTASK prefix
- B . CASETASK prefix
- C . CSTASK prefix
- D . No specific task prefix just existing TASK prefix