ServiceNow Certified Implementation Specialist – Customer Service Management Exam (CIS-CSM) - Servicenow

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Sample CIS-CSM Exam Questions & Explanations

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Question #3 Verified Q&A
From what places in SN can an agent create a case? (Choose three.)
A Customer Service Application
B Contact
C Account
D Chat
Correct Answer: Customer Service Application, Account, Chat
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.htmlc
Question #4 Verified Q&A
What are the conditions that matching rules are based on? (Choose two.)
A Agent resources best suited to work on a case
B Specific routing rules
C Specific case attributes
D Filters set up in advanced work assignment
Correct Answer: Agent resources best suited to work on a case, Specific case attributes
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/ customer-service-management/concept/c_CaseRouting.html
Question #5 Verified Q&A
Matching rules enhance assignment capability by ____________________.
A Matching best agent by skill
B Providing dynamic matching of cases to groups or individuals
C Matching best agent by availability
D Determining if account is a customer or partner
Correct Answer: Matching best agent by skill
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/ customer-service-management/concept/c_CaseRouting.html
Question #6 Verified Q&A
Special Handling Notes can apply to which one of the following based on specific attributes?
A Domain
B VIP
C Contact
D Holiday
Correct Answer: Contact
Explanation:
https://killexams.com/demo-download/Servicenow-CIS-CSM
Question #7 Verified Q&A
Predictive Intelligence improves Case management by:
A Predicting Case values without manual intervention
B Reducing the number of records needed to accurately predict a value
C Predicting what values should have gone into empty fields in historical records
D Replacing legacy routing rules
Correct Answer: Predicting Case values without manual intervention

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Common questions about the Servicenow CIS-CSM certification practice test

How many questions are in the Servicenow CIS-CSM practice exam on ExamsQA?
Our CIS-CSM (ServiceNow Certified Implementation Specialist – Customer Service Management Exam) practice question bank currently includes 240 verified questions with comprehensive explanations.
Are the CIS-CSM exam practice questions up to date for 2026?
Yes, all Servicenow CIS-CSM practice questions are regularly updated and verified against current exam objectives.
Will the CIS-CSM practice questions help me pass on my first attempt?
The CIS-CSM (ServiceNow Certified Implementation Specialist – Customer Service Management Exam) question bank is built to mirror the real exam's format and topics, with detailed explanations for every answer so you understand the reasoning — not just memorize responses.
Is there a free demo available for CIS-CSM ServiceNow Certified Implementation Specialist – Customer Service Management Exam?
Yes, ExamsQA offers free demo questions for the CIS-CSM exam so you can test the interface and question quality before purchasing full access.