ServiceNow CIS-CSM Practice Exams
Last updated on Oct 23,2026- Exam Code: CIS-CSM
- Exam Name: Specialist - Customer Service Management Exam
- Certification Provider: ServiceNow
- Latest update: Oct 23,2026
What benefits does scoping an application bring? (Choose three.)
- A . CSM teams can move at their desired pace, independent of IT
- B . Provides CSM teams autonomy and control
- C . CSM application data and business logic is protected from changes by other applications
- D . Account records can be changed only while in the CSM scope
- E . Changes in different scopes can be addressed in a single update set
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
- A . Service Analytics
- B . In-form Analytics Most Voted
- C . Case Spotlight
- D . CSM Prediction Results
A contact can submit a self-registration request from the customer portal with a registration code.
Which of the following roles can approve the request? (Choose three.)
- A . Customer service manager (sn_customerservice_manager)
- B . System administrator (admin) Most Voted
- C . Customer administrator (sn_customerservice.customer_admin) Most Voted
- D . Partner administrator [sn_customerservice.partner_admon] Most Voted
- E . Service organization administrator (sn_customerservice.service_organization_admin)
A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer.
Given this scenario, what is the chronological order of case states used to manage this case?
- A . New > Work in Progress > On Hold > Work in Progress > Resolved > Closed
- B . Open > Pending > Work in Progress > Resolved > Closed
- C . New > Open > Work in Progress > Solution Proposed > Closed
- D . New > Open > Awaiting Info > Open > Resolved > Closed
What does viewing a customer’s install base enable customer service agents to do? (Choose two.)
- A . See the detailed configurations of the products and services deployed for a customer to determine me action needed
- B . Monitor alerts for operational services and configuration items that affect service health
- C . Trace information provided m a case to the right product or service to which it relates
- D . Close an upsell of related products and services not yet purchased by a customer
From what places in SN can an agent create a case? (Choose three.)
- A . Customer Service Application
- B . Contact
- C . Account
- D . Chat
Which knowledge records can be configured with User Criteria?
- A . Knowledge Base
- B . Knowledge Base and Category
- C . Knowledge Base, Category and Article
- D . Knowledge Base and Article
In the Customer Service Management space, what does the term asset management mean?
- A . Financial, contractual and inventory information of assets
- B . A set of business activities and processes used to track assets
- C . Tables in the Asset application
- D . Tracking products or services customers are using
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A . Entering question in portal only
- B . Record Producer only
- C . Both portal question entry and Record Producer
- D . None of the above
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
- A . False
- B . True