Free ServiceNow CIS-CSM Exam 2026 Practice Materials Collection
CIS-CSM Exam Info and Free Practice Test All-in-One Exam Guide Feb-2026
ServiceNow CIS-CSM (ServiceNow Certified Implementation Specialist - Customer Service Management) Certification Exam is an industry-recognized certification that validates the knowledge and skills of professionals in customer service management using the ServiceNow platform. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is aimed at individuals who are interested in implementing ServiceNow’s customer service management solutions for their organization.
ServiceNow CIS-CSM certification exam covers a range of topics related to the CSM module, including service level agreements, case management, knowledge management, customer service analytics, and the integration of CSM with other ServiceNow modules. Candidates who pass the exam demonstrate their ability to configure and customize the CSM module to meet the specific needs of their organization. They also understand how to leverage the platform's capabilities to drive customer satisfaction and improve service delivery.
NEW QUESTION # 68
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer's Twitter profile details?
- A. Social Profile
- B. Consumer
- C. Account
- D. Personnel File
- E. Not supported
Answer: A
NEW QUESTION # 69
Entitlements are counted using two types of units:
- A. Cases and products
- B. Days and assets
- C. SLAs and contracts
- D. Hours and cases
Answer: D
NEW QUESTION # 70
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
- A. Can edit information or roles for existing contacts
- B. Can assign the roles to other contacts in the same account
- C. Can research questions issues, or problems, and create view and edit cases for only their own accounts
- D. Can view assets belonging to their account
Answer: C,D
NEW QUESTION # 71
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
- A. Contextual Search
- B. Dynamic Related Records
- C. Record Information
- D. Agent Assist
Answer: B
NEW QUESTION # 72
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
- A. Yes
- B. No
- C. I don't know
- D. Maybe
Answer: A
NEW QUESTION # 73
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
- A. Product Model
- B. Contact
- C. Service Contract
- D. Account
- E. Install Base Item
Answer: A,B,D
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/c_OnScreenAlerts.html
NEW QUESTION # 74
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
- A. Customer Service Case Data Collection
- B. Customer Service Initial Data Collection
- C. Customer Service Historic Data Collection
- D. Customer Service Daily Data Collection
Answer: C
NEW QUESTION # 75
Which of the following are channels? (Choose two.)
- A. Article
- B. Web
- C. Contacts
- D. Chat
Answer: B,D
Explanation:
Reference:
customer-service-management/concept/configure-csm-omni-channel.html
NEW QUESTION # 76
What attribute/field is employed to construct the hierarchy of Install Base Items in a system?
- A. Parent Install Base Item
- B. Root Install Base Item
- C. Child Install Base Item
- D. Configurable Attributes
Answer: A
NEW QUESTION # 77
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. Service organization administrator (sn_customerservice.service_organization_admin)
- B. System administrator (admin)
- C. Customer Service Manager (sn_customerservice_manager)
- D. Customer admin (sn_customerservice.customer_admin)
Answer: C
NEW QUESTION # 78
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. User
- B. Contact
- C. Caller
- D. Customer
Answer: B
Explanation:
Explanation
NEW QUESTION # 79
Which of the following roles can update a consumer's record? (Choose two.)
- A. Consumer Support Agent {sn_customerservice.consumer_agent)
- B. Customer (sn_customerservice.customer)
- C. Customer Service Manager (sn_customerservice_manager)
- D. Customer Service Agent (sn_customerservice_agent)
Answer: A,B
NEW QUESTION # 80
What is a household entity?
- A. Group of people that usually share a common address and use services as a group
- B. Group of users that usually share a common address and use services as a group
- C. Group of consumers that usually share a common address and use services as a group
- D. Group of customers that usually share a common address and use services as a group
Answer: C
NEW QUESTION # 81
From what places in SN can an agent create a case? (Choose three.)
- A. Contact
- B. Customer Service Application
- C. Account
- D. Chat
Answer: A,B,C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html
NEW QUESTION # 82
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
- A. The role then becomes a child responsibility
- B. The role then becomes a parent responsibility
- C. Ensure there is a dedicated account manager for that account
- D. Prevent the same role being used on different customer accounts
Answer: A
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/t_CreateAResponsibilityDefinition.html
NEW QUESTION # 83
Which roles are considered external? (Choose two.)
- A. Customer Admin (sn_customerservice.customer_admin) Most Voted
- B. Consumer Support Agent (sn_customerservice.consumer_agent)
- C. Partner Admin (sn_customerservice.partner_admin) Most Voted
- D. Customer Service Agent (sn_customerservice_agent)
Answer: A,C
NEW QUESTION # 84
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. False
- B. True
Answer: B
NEW QUESTION # 85
What action is required to enable agents to create an incident record for a case?
- A. They must be assigned with the snc_intemal role
- B. They must be assigned with the read role for incident
- C. They must be assigned with the itil role
- D. They must be assigned with the sn_customerservice.itsm_contributor role
Answer: C
NEW QUESTION # 86
Which of the following are true regarding the Community Portal application? (Choose two.)
- A. Most of the configuration does not require System Administrator role
- B. It is only available to CSM license holders
- C. It is available by default with the Support and Service portals
- D. It is available to any customer with a Community license
Answer: B,D
NEW QUESTION # 87
What is the benefit of a phased release approach?
- A. Working across multiple systems of record
- B. More time to develop stories
- C. Delivery of core functionality quickly
- D. Team members schedules are able to synchronize
Answer: C
NEW QUESTION # 88
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
- A. Case Spotlight
- B. In-form Analytics Most Voted
- C. Service Analytics
- D. CSM Prediction Results
Answer: B
NEW QUESTION # 89
Which of the following is a condition for matching rules?
- A. Assignment
- B. Switching
- C. Agent domain
- D. Specific case attributes
Answer: A
NEW QUESTION # 90
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