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
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
- A . webDAV-compilant
- B . Web-based
- C . WebDAV-versioned
- D . Web-configurable
In ServiceNow’s CSM Application, what is an interaction?
- A . Any configuration item that has been made accessible to customers
- B . A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer
- C . A binding agreement between two parties
- D . A request for assistance made through a chat, phone call, or walk-up
For security purposes certain roles cannot be assigned to a group or individual at the same time.
Which of me following two roles would be restricted?
- A . snc_intemai and snc_external
- B . snc_internal and sn_customerservice.consumer_agent
- C . snc_internal and sn_customerservice_agent
- D . snc_external and sn_customerservice.customer
What are available matching criteria for case assignment in Customer Service Management? Choose 3 answers
- A . Assigned Cases
- B . Distance
- C . Partner Hours
- D . Certifications
- E . Matching Skills
- F . Availability Today
Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type.
Which of these are these affinity types? Choose 3 answers
- A . Skill seniority
- B . Account team responsibility
- C . Related task
- D . Historical
- E . Product expertise
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms.
What do you recommend to your customer?
- A . Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true
- B . Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms Most Voted
- C . Create an Access control to hide the unnecessary CIs from the itil users
- D . Make a show/hide UI action to show only the desired CIs to the itil users
An account is a supported external customer and a contact is a user who is an employee of an account.
How many accounts can a contact be associated with?
- A . One
- B . Two
- C . Three
- D . Multiple
Which of the following are true regarding integrating a ServiceNow Knowledge base with external
content? (Choose two.)
- A . Imported external articles appear as attachments in ServiceNow
- B . Only applications that allow WebDAV connections can be integrated
- C . The imported article will have the same category it had in the source knowledge base
- D . SharePoint blocks this integration
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
- A . Reduces call volume
- B . Makes it easier for Agents to manage case volume
- C . Allows access to Knowledge Articles that are related to products owned by a customer
- D . Information about customer’s service contract
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
- A . Account
- B . Incident
- C . Customer Service Application
- D . Special Handling Note
- E . Chat