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
Question #61
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?
- A . The case action status changes to Related Task Updated
- B . The case escalates to an assignment group as defined in the default escalation template
- C . The case work notes are updated automatically
- D . The case displays a special handling note highlighting the update
Question #62
Which of the following are best practice with regard to data imports? (Choose two.)
- A . When importing to multiple instances import to each instance separately.
- B . Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather
than in the legacy repository. - C . Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.
- D . Images embedded in Knowledge Articles should be uploaded separately
Question #63
Predictive Intelligence improves Case management by:
- A . Predicting what values should have gone into empty fields in historical records
- B . Reducing the number of records needed to accurately predict a value
- C . Replacing legacy routing rules
- D . Predicting Case values without manual intervention
Question #64
During which Now Create stage are workshops conducted?
- A . Execute
- B . Initiate
- C . Deliver
- D . Plan
- E . Close
Question #65
How many active OpenFrame configurations can you have on an instance?
- A . 2
- B . Unlimited
- C . 1
- D . 3
Question #66
________________ is a role for managing all of the cases in an account and any related child
accounts.
- A . Partner administrator [sn_customerservice.partner_admin]
- B . Consumer [sn_customerservice.consumer]
- C . Customer [sn_customerservice.customer]
- D . Partner [sn_customerservice.partner]
- E . Customer case manager [sn_customerservice.customer_case_manager]
- F . Customer administrator [sn_customerservice.customer_admin]
Question #67
When creating or importing assets for CSM, model categories are used to: (Choose three.)
- A . Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa Most Voted
- B . Group assets together Most Voted
- C . Build a classification structure for product models
- D . Model the configuration options for each product model being sold to customers
- E . Define a link between Asset classes and Configuration Item (CI) classes
Question #68
Special Handling Notes can apply to which one of the following based on specific attributes?
- A . Domain
- B . Contact
- C . Holiday
- D . VIP
Question #69
Question #70
Matching rules enhance assignment capability by ____________________.
- A . Matching best agent by availability
- B . Providing dynamic matching of cases to groups or individuals
- C . Determining if account is a customer or partner
- D . Matching best agent by skill