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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
An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used? Choose 2 answers
Select 2
Options
A Business Service
B Configuration item
C Sold product
D Contact
E Install base Item
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2
Question
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
Select 3
Options
A Contracts
B Contacts
C Assets Most Voted
D Publications Most Voted
E Products Most Voted
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3
Question
Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?
Options
A A new major case is created and the major case candidate Is added as a child to the major case
B The major case candidate is closed and a new major case is created
C The major case candidate becomes the major case
D The major case candidate requires an approval from the major issue manager
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4
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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5
Question
What determines how an escalation request is processed?
Options
A Escalation Justification
B Escalation Template
C Escalation Rule
D Escalation Severity
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