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
Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)
- A . Assist customers with questions, issues and problems
- B . Create cases
- C . Propose major cases
- D . View, edit, and work on cases
- E . Approve customer contacts
- F . Manage customer entitlements
What are the characteristics of Knowledge Categories?
- A . Shareable across KBs: Yes; Multi-Level: No
- B . Shareable across KBs: No; Multi-Level: Yes
- C . Shareable across KBs: No; Multi-Level: No
- D . Shareable across KBs: Yes; Multi-Level: Yes
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A . True
- B . False
The available case types are: (Choose two.)
- A . Product Support
- B . Order
- C . Product
- D . Support
As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case.
Which action is required to create the knowledge gap?
- A . Document the knowledge gap in the case worn notes and escalate the case
- B . Use Related Links on the case form to report a knowledge gap
- C . Post a question in one of the various Customer Service Management knowledge bases
- D . Use the Create Knowledge button on the case form to report a knowledge gap
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
- A . Web
- B . Catalog
- C . Portal
- D . Virtual Agent
What are features of Customer Service Management? (Choose four.)
- A . Timed Audits
- B . Service Entitlements
- C . Demand Management
- D . Service Prospecting
- E . Real-time SLAs
- F . Service Contracts
- G . Skills-based routing
Which roles are considered external? Choose 2 answers
- A . Partner Admin (sn_customerservice. partner_admin)
- B . Customer Admin (sn_cuslomerservlce.customet_admin)
- C . Customer Service Agent (sn_customerservice_agent)
- D . Consumer Support Agent (sn_customerservice.consumer_agent)
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
- A . After 3 days
- B . After 5 days
- C . After 1 day
- D . After 7 days