ServiceNow CIS-CSM Specialist – Customer Service Management Exam Online Training
ServiceNow CIS-CSM Online Training
The questions for CIS-CSM were last updated at May 09,2025.
- Exam Code: CIS-CSM
- Exam Name: Specialist - Customer Service Management Exam
- Certification Provider: ServiceNow
- Latest update: May 09,2025
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
- A . True
- B . False
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary’s house.
- A . B2C
- B . B2B
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)
- A . Zboot the instance
- B . Disable the Case Interceptor
- C . Remove the Demo Data via a HI Request
- D . Clone back to this instance from a valid instance
What criteria can be used to determine when a new inbound case should be opened?
- A . When a new customer is created
- B . When an internal problem occurs
- C . When a customer has a question or issue to resolve
- D . When we have new marketing material for a customer
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
- A . Product
- B . Asset
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A . True
- B . False
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
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A . True
- B . False
Configure chat for Agent Workspace so that agents can interact with their customers.
From a chat, agents can:
- A . Escalate the chat to virtual agent
- B . Create a record, such as an incident or a case
- C . Escalate the chat to another agent
- D . Respond to questions
_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
- A . Partner [sn_customerservice.partner]
- B . Agent [sn_customerservice_agent]
- C . Consumer Agent [sn_customerservice.consumer_agent]
- D . Agent manager [sn_customerservice_manager]
- E . Customer case manager [sn_customerservice.customer_case_manager]
- F . Customer administrator [sn_customerservice.customer_admin]
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