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

Last updated on July 22, 2026

97% Exam Compliance
240 Total Questions
1
Question
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
Options
A Agents can use the field to identify if it is the right time to contact customer
B The field is active in the base form
C The field is not based of the customers profile time zone
D The field is always based on the system time zone
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2
Question
Which roles are considered external? (Choose two.)
Select 2
Options
A Customer Service Agent (sn_customerservice_agent)
B Customer Admin (sn_customerservice.customer_admin) Most Voted
C Consumer Support Agent (sn_customerservice.consumer_agent)
D Partner Admin (sn_customerservice.partner_admin) Most Voted
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3
Question
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?

Options are :
Options
A I don't know
B No
C Maybe
D Yes
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4
Question
Based on which out-of-box attributes can Special Handling Notes be applied to cases? Choose 3 answers
Select 3
Options
A Install Base Item
B Contact
C Account
D Product Model
E Service Contract
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5
Question
What are the three main components that make up Proactive Customer Service Operations? Choose 3 answers
Select 3
Options
A Service Monitoring
B Service Reporting
C proactive Case
D Service-Aware Install Base
E Proactive Prevention
F Service-Aware CMDB
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