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
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter.
What CSM entity would you recommend ACME to store the customer’s Twitter profile details?
- A . Account
- B . Not supported
- C . Consumer
- D . Social Profile
- E . Personnel File
Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager.
What happens to the major case candidate?
- A . The major case candidate is closed and a new major case is created
- B . The major case candidate becomes the major case
- C . The major case candidate requires an approval from the major issue manager
- D . A new major case is created and the major case candidate Is added as a child to the major case
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
- A . Allows access to knowledge articles that are related to entitlements owned by a customer
- B . Allows access to multi-product line knowledge articles
- C . Allows access to knowledge articles that are related to products owned by a customer
- D . Allows access to knowledge articles based on customer’s security access
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
- A . Create Contact
- B . Check Case Status Most Voted
- C . Close Case
- D . Get Help with an Order Most Voted
- E . Get Help with an Asset
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
- A . Knowledge Article
- B . Accounts
- C . Chat
- D . Case
Which of the following statements is correct when the ‘Contact Local Time’ field is enabled in a case form?
- A . The field is not based of the customers profile time zone
- B . The field is active in the base form
- C . The field is always based on the system time zone
- D . Agents can use the field to identify if it is the right time to contact customer
Which of the following is a required field in the Resolution Information tad in order to close a case?
- A . Cause
- B . Closed
- C . Resolution notes
- D . Closed by
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
- A . Escalate a case on the add-m panel of Outlook
- B . Register the sender of an email as contact
- C . As the Microsoft Outlook user, register yourself as self-contributor
- D . Create cases using email content in Outlook for the customer contact
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow’s CSM application? Choose 2 answers
- A . A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver, and support them on their behalf.
- B . A partner will own the relationship with their customer
- C . A partner and a third party are the same in ServiceNow’s CSM application.
- D . A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering.
- E . A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization.
Which social media channels are NOT available out-of-box?
- A . Facebook
- B . Twitter
- C . LinkedIn
- D . All of the above
- E . None of the above