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
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 of the following are correct for parent/child synchronization? (Choose two.)
- A . Multiple child cases can be managed from a parent case as in Major Issue Management
- B . The Administrator can choose which fields to synchronize from parent to child cases
- C . Parent to child cases can be synchronized regardless of which state the case is in
- D . The property to synchronize parent to child cases is automatically enabled
When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?
- A . Social Channels
- B . Social Profiles
- C . Social Logs
- D . Work notes
- E . Additional comments
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
What are the types of units used to measure entitlements? (Choose two.)
- A . Hours
- B . Contract
- C . Cost
- D . Case
Which of the following roles can update a consumer’s record? (Choose two.)
- A . Consumer Support Agent {sn_customerservice.consumer_agent)
- B . Customer Service Manager (sn_customerservice_manager)
- C . Customer Service Agent (sn_customerservice_agent)
- D . Customer (sn_customerservice.customer)
Which of the following statements is correct when the ‘Contact Local Time’ field is enabled in a case form?
- A . The field is not based of the customers profile time zone
- B . The field is active in the base form
- C . The field is always based on the system time zone
- D . Agents can use the field to identify if it is the right time to contact customer
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)
Regarding Account Teams, what is the purpose of marking a role as ‘unique’?
- A . The role then becomes a child responsibility
- B . Ensure there is a dedicated account manager for that account
- C . The role then becomes a parent responsibility
- D . Prevent the same role being used on different customer accounts
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
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