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
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
- A . Web
- B . Catalog
- C . Portal
- D . Virtual Agent
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
- A . Order
- B . Contract
- C . FAQ
- D . Monitoring
- E . Request
- F . Billing
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?
- A . Runs at the end of the month and deactivates all Special Handling notes more than 30 days old
- B . Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week
- C . Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated
- D . Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates
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
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
- A . Contact (customer_contact)
- B . Consumer User (csm_consumer-user)
- C . Consumer (csm_consumer)
- D . CSM User (csm_user)
Who can create a customer service case from a community discussion? (Choose two.)
- A . Customer service agent (sn_customerservice_agent)
- B . Proxy case creator (sn_customerservice.proxy_case_creator)
- C . Partner (sn_customerservice.partner)
- D . Case Viewer (sn_customerservice.case_viewer)
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
- A . Contextual Search
- B . Agent Assist
- C . Dynamic Related Records
- D . Record Information
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
- A . After 3 days
- B . After 5 days
- C . After 1 day
- D . After 7 days
The self-registration feature enables new customer contacts to submit registration requests from the customer portal.
Which role is responsible for creating the unique registration code for each account?
- A . Customer Service Manager (sn_customerservice_manager)
- B . System administrator (admin)
- C . Service organization administrator (sn_customerservice.service_organization_admin)
- D . Customer admin (sn_customerservice.customer_admin)
What action is required to enable agents to create an incident record for a case?
- A . They must be assigned with the read role for incident
- B . They must be assigned with the itil role
- C . They must be assigned with the snc_intemal role
- D . They must be assigned with the sn_customerservice.itsm_contributor role
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