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 10,2025.
- Exam Code: CIS-CSM
- Exam Name: Specialist - Customer Service Management Exam
- Certification Provider: ServiceNow
- Latest update: May 10,2025
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
- A . sn_shn.max_num_alerts
- B . sn_shn.note_preferences
- C . sn_shn.popup_width
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
- A . Maybe
- B . No
- C . Yes
- D . I don’t know
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
- A . False
- B . True
________________ 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]
What is the purpose of the Guided Decisions capability?
- A . Provide agents with an escalation guide
- B . Guide agents through account management
- C . Dynamically guide agents to help resolve complex cases
- D . Provide agents with a knowledge guide
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
During which Now Create stage are workshops conducted?
- A . Execute
- B . Initiate
- C . Deliver
- D . Plan
- E . Close
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
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
- A . Knowledge and skills required for agents
- B . Geographical location of customer
- C . Languages spoken by agents
- D . Number and type of support tools available
- E . Number of customer service portals used
- F . Number of agents required
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