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 agents can use Agent Assist to search for information from an interaction.
BY DEFAULT, what are the available search sources? (Choose three.)
- A . Knowledge articles
- B . Service catalog
- C . Communities
- D . Consumer service portal
- E . Customer service portal
What must a system administrator configure to define a different approval workflow for an escalation request?
- A . Escalation Decision
- B . Escalation Rule
- C . Escalation Reason
- D . Escalation Template
Which of the following are benefits of customer access management? (Choose two.)
- A . It increases security by automatically granting access to cases based on access to sold product.
- B . It defaults the responsibility for access management to the customer.
- C . It defaults the responsibility for access management to the customer service agent.
- D . It improves the customer experience by enabling related parties to track and collaborate on cases.
Which roles can propose a case as a Major Case candidate? (Choose three.)
- A . Proxy contact (sn_customerservice.proxy_contact)
- B . Customer case manager (sn_customerservice.customer_case_manager)
- C . Customer service manager (sn_customerservice_manager) Most Voted
- D . Customer service agent (sn_customerservice_agent) Most Voted
- E . Major issue manager (sn_majorissue_mgt.major_issue_manager)
Which of the following best describes how the CSM application uses the Asset table?
- A . CSM uses the Product table instead of the ITSM Asset table
- B . Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM
- C . ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields
- D . CSM uses the Product Model table instead of the ITSM Asset table
When are child cases updated from the parent case?
- A . Clicking on the Child Sync UI
- B . Scheduled Job
- C . Automatically upon update of parent
- D . When the Sync scheduled job runs
Service providers use business models to support their various customers.
What type of customer is supported with the Business-to-Consumer (B2C) model?
- A . Individuals
- B . Partners
- C . Contacts
- D . Accounts
What are the types of units used to measure entitlements? (Choose two.)
- A . Hours
- B . Contract
- C . Cost
- D . Case
What are the advantages of leading indicators over lagging indicators? (Choose two.)
- A . Hard to influence
- B . Prospective Most Voted
- C . Retrospective
- D . Easy to influence
To which recipient types can targeted communications (publications) be sent? (Choose two.)
- A . Outsourced Service Providers
- B . Contacts
- C . Internal users
- D . Households