ServiceNow CIS-CSM Practice Exams
Last updated on Oct 23,2026- Exam Code: CIS-CSM
- Exam Name: Specialist - Customer Service Management Exam
- Certification Provider: ServiceNow
- Latest update: Oct 23,2026
What are the ways the Customer Portal Locale feature can be used? Choose 2 answers
- A . Ensure only authenticated users can choose a language/locale on a customer service portal
- B . Forward authenticated and guest users to a translated customer service portal
- C . Restrict access to a customer service portal based on where a user is physically located
- D . Allow authenticated and guest users to choose a language/locale on a customer service portal
Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?
- A . Trending Topics
- B . Auto-Responder
- C . Proactive Customer Service Operations
- D . Self-Service Analytics
What is knowledge article versioning?
- A . A content tracker for knowledge articles
- B . A knowledge article publishing guide
- C . The ability to manage and track article updates Most Voted
- D . A knowledge article numbering guide
What are the three out-of-the-box playbooks for CSM? Choose 3 answers
- A . Case Playbook for product Support
- B . Case playbook for Onboarding
- C . Case playbook for Billing
- D . Case playbook for Accounts
- E . Case playbook for Complaints
From a security perspective, scoping brings several benefits: (Choose two.)
- A . Improves instance security by limiting accessibility to other applications on the instance
- B . Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals
- C . IT can manage and control the pace of the CSM teams because dependencies have been put in place
- D . The scope holds the records and acts as a container for the desired Customer Service Management Applications
What types of escalation templates can be created? Choose 2 answers
- A . Account
- B . Sold Product
- C . Consumer
- D . Case
In the ‘Action Status’ column on a case list what could a red indicator dot mean? (Choose two.)
- A . Blocked by approval
- B . Blocked by case task
- C . Blocked internally and by customer
- D . Blocked by internally
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A . Apply Role by Customer
- B . Auto Assessment
- C . Change Update to Close
- D . Update Case Entitlement
What is required to synchronize fields from a parent to a child case(s)?
- A . The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- B . Major Issue Management needs to be installed and certain properties enabled
- C . No action required, this is a standard Customer Service Management feature
- D . The role of sn_customerservice.customer_case_manager must be assigned
Which application must be activated to enable customers to check in on-line for future appointments?
- A . Business Location
- B . Walk-Up Experience
- C . Field Service Management
- D . Service Organization