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 are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- A . Define the Business Pain Points
- B . Provide consistent service to customers
- C . Have a clear understanding of the use cases
- D . Define the number of hours needed to develop the associated requirements
- E . Implementation is only as good as the underlying process
Which of the following are channels? (Choose two.)
- A . Contacts
- B . Web
- C . Chat
- D . Article
What should be emphasized when designing solutions? (Choose three.)
- A . Minimize customizations
- B . Focus Out-of-the-box functionality
- C . Design for Scalability
- D . Mobile friendly functionality
Configure chat for Agent Workspace so that agents can interact with their customers.
From a chat, agents can:
- A . Escalate the chat to virtual agent
- B . Create a record, such as an incident or a case
- C . Escalate the chat to another agent
- D . Respond to questions
What are the three main components that make up Proactive Customer Service Operations? Choose 3 answers
- A . proactive Case
- B . Service-Aware Install Base
- C . Service-Aware CMDB
- D . Proactive Prevention
- E . Service Reporting
- F . Service Monitoring
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 . Zboot the instance
- B . Disable the Case Interceptor
- C . Remove the Demo Data via a HI Request
- D . Clone back to this instance from a valid instance
What is a limitation regarding synchronization between a case and its associated work order?
- A . If information changes on the Case form it is not updated on the Work Order form
- B . Updates on a case or work order will only synchronize after the work order is approved
- C . When creating a work order from a case only the Account field on the work order form is filed in but not the Company field
- D . The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A . Manage cases on behalf of customer service agents
- B . Create cases on behalf of customers
- C . Manage requests on behalf of customer service agents
- D . Create requests on behalf of customers
- E . Manage major incident communication on behalf of a customer service manager
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A . Community
- B . Knowledge Base
- C . Open An Incident
- D . Service Catalog
What module is used to create Case Record Producers?
- A . Case Record Producers
- B . Edit Records
- C . Record Producers
- D . Maintain Records