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
Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees.
What is a decision tree?
- A . A step-by-step methodology for creating and solving different case types
- B . A detailed check list for customer service teams
- C . A multi-step process consisting of a series of questions answers, and guidance Most Voted
- D . A set of steps used to define a complex process
What allows the implementation of phases and tasks to meet performance goals track progress and measure success?
- A . Performance Analytics Spotlight
- B . Scheduled Reporting
- C . Service Level Agreement Tasks
- D . Continual Improvement Management
What features are included with the Customer Service Portal? Choose 3 answers
- A . Header with links for different customer activities such as creating a case
- B . Search feature to get Information from several repositories
- C . Links to information sources such as the knowledge base, community and customer support
- D . Links to marketing promotions and product coupons
- E . The ability to create new accounts
How are Service Catalogs and Catalog Items related? (Choose two.)
- A . A catalog item can be associated with one or more service catalogs Most Voted
- B . Access to catalog items is determined by the service catalog’s assigned user criteria
- C . Service catalogs may contain multiple catalog items Most Voted
- D . A catalog item can only be associated with one service catalog
In the ‘Action Status’ column on a case list, what could a blue indicator dot mean?
- A . Needs attention
- B . Blocked internally
- C . Blocked externally
- D . Work in progress
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer.
Which of the following statements is correct for CIs and assets?
- A . The contract and entitlements of an asset dictate whether or not it is stored in the CMDB
- B . The CMDB only tracks CIs, assets cannot be CIs
- C . While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
- D . The CMDB tracks all assets as configuration items (CIs)
What does the Agent Whisper function do?
- A . Lets agents and chat supervisors have a conversation without the requester knowing
- B . Lets the chat supervisors have a conversation with the requester without the agent knowing
- C . Lets agents have chat conversations with other agents without the requester knowing
- D . Lets agents and requesters have a conversation without the chat supervisor knowing
Once a major case candidate is approved a major case is created.
What then happens to the customer case?
- A . The customer case becomes a child case of the major case
- B . The customer case will be automatically closed
- C . The customer case becomes the parent case of the major case
- D . The customer case will automatically be related to a problem
Which type of catalog item may be found in a Service Catalog?
- A . Requested Items
- B . Content Items Most Voted
- C . Categories
- D . Execution Plans
Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules.
Which out-of-the-box configurable criteria can be used? (Choose three.)
- A . Assigned Cases
- B . Agent Affinity
- C . Availability Today
- D . Matching Skills
- E . Agent History