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
When working with case types, what is the lowest level in the case type hierarchy called?
- A . Leaf-level
- B . Decision-level
- C . Base-level
- D . Sub-level
Out-of-the-box. cases are automatically closed after how many days?
- A . 3 days
- B . 5 days
- C . 10 days
- D . Cases are not automatically closed by default
Information in the Case Field ‘Contact’ is copied to which Incident Field?
- A . Contact
- B . User
- C . Customer
- D . Caller
What will be the state of a case after a customer rejects the solution proposed by an agent?
- A . In Progress
- B . Open Most Voted
- C . New
- D . Solution Rejected
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
- A . Open an incident
- B . Viewing knowledge articles
- C . Live chat
- D . Consumer self-registration
Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades.
How many sequential project phases and exit gates are there in the Now Create Methodology?
- A . Four
- B . Three
- C . Six
- D . Five
In the Customer Service Management space what defines the term asset?
- A . A physical item
- B . A specific product instance supported for a customer
- C . A product that a company supports
- D . A resource that allows a business service
What functionality is required to automatically close resolved cases if customers do not respond within a specified time?
- A . Auto Close Resolved Cases Workflow
- B . Auto Close Resolved Cases Flow Designer Flow
- C . Auto Close Resolved Cases Business Rule
- D . Auto Close Resolved Cases Scheduled Job
Which combination of roles is restricted for security purposes?
- A . snc_internal and sn_customerservice.partner_admin
- B . snc_internal and sn_customerservice.consumer_agent
- C . snc_external and sn_customerservice customer
- D . snc_internal and sn_customerservice__agent
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
- A . Cases
- B . Related parties
- C . Assets
- D . Social profiles
- E . Sold products