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
The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook.
How could this feature positively affect customer experience?
- A . As email is being used fewer agents would be required to create cases so service costs would go down
- B . It is easier to report on data in emails which means managers would be better placed to track performance
- C . It can lead to taster resolution of customer issues and faster response to customer inquiries Most Voted
- D . It would guarantee less wait time for customers who chose to call the customer service center
Name a security benefit gained from using scoped applications:
- A . Prevents changes to tables without explicit permission from IT
- B . Prevents third party Integrations
- C . Limits the number of update sets that can be applied
- D . Limits accessibility to other applications in the Instance
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
- A . Special handing notes
- B . Lookup and verify
- C . Related search
- D . Agent assist
External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals.
What can they approve in relation to cases via the portals?
- A . Change Records and Request Records
- B . Request Records and Escalations
- C . Problem Records and Incident Records
- D . Problem Records and Escalations
Based on which out-of-box attributes can Special Handling Notes be applied to cases? Choose 3 answers
- A . Product Model
- B . Account
- C . Service Contract
- D . Contact
- E . Install Base Item
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
- A . Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)
- B . Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)
- C . Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)
- D . Activation of the Customer Service plugin (com.sn_customerservice)
What should be part of the pre-engagement collateral?
- A . Frequently Asked Questions (FAQ)
- B . Scoping Guide
- C . Customer Service roles template
- D . Stock Keeping Unit (SKU) and pricing sheet
Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)
- A . Close an upsell of related products and services not yet purchased by a customer Most Voted
- B . See the detailed configurations of the products and services deployed for a customer to determine the action needed Most Voted
- C . Trace Information provided in a case to the right product or service to which it relates
- D . Monitor related operational services and configuration items that affect service health
What is a household entity?
- A . Group of users that usually share a common address and use services as a group
- B . Group of people that usually share a common address and use services as a group
- C . Group of customers that usually share a common address and use services as a group
- D . Group of consumers that usually share a common address and use services as a group
What does NLU stand for?
- A . Natural-Learning Userability
- B . Natural-Language Understanding Most Voted
- C . Natural-Learning URL
- D . Natural-Language URL