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
Major Issue Management uses which one of the following capabilities?
- A . Governance Risk and Control
- B . Targeted Communications
- C . Asset management
- D . Record producers
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance.
Which of the following defines Asset Management in CSM?
- A . The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner
- B . A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle
- C . Asset management has different use cases for tracking specific products or services customers are using Most Voted
- D . It includes all of the data crucial to support customers as efficiently as possible
Out-of-box, which functionality handles state transitioning for case management?
- A . Business Rules
- B . Flows
- C . Workflows
- D . State Flows
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
- A . Case Performance
- B . Case Analytics
- C . Case Digest
- D . Case Spotlight
What is the most efficient way to get cases to be dosed automatically after a few days?
- A . Set the property glide.auto.close.cases resolved to true
- B . Create a workflow associated with cases with a timer that changes the state after a few days
- C . Create a Scheduled job that looks at the resolved_at date
- D . Activate the Auto Close Resolved Cases flow
What is a supported external customer that, in turn, sells to and supports one or more customers?
- A . Partner
- B . Account
- C . Contact
- D . Consumer
Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow’s and enable organizations to notify customers whose services or products are impacted by an outage or issue.
What are the three main components that make up Proactive Customer Service Operations? (Choose three.)
- A . Proactive Prevention
- B . Service-Aware Install Base Most Voted
- C . Service Reporting
- D . Proactive Case Most Voted
- E . Service-Aware CMDB
- F . Service Monitoring
Which roles are responsible for maintaining account team membership? (Choose two.)
- A . Customer Admin [sn_customerservice.customer.admin]
- B . Customer Case Manager [sn_customerservice.customer_case_manager]
- C . System Administrator [admin]
- D . Customer Service Manager [sn_customerservice_manager]
Which of the following are benefits that may be gained from using communities? Choose 3 answers
- A . Reduce support costs
- B . Engagement with Customers
- C . Get product feedback
- D . Reduce cost per sales
- E . Increase marketing effectiveness
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
- A . Contact (customer_contact)
- B . Consumer User (csm_consumer-user)
- C . Consumer (csm_consumer)
- D . CSM User (csm_user)