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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
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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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
What does viewing a customer’s install base enable customer service agents to do? (Choose two.)
Select 2
Options
A See the detailed configurations of the products and services deployed for a customer to determine me action needed
B Monitor alerts for operational services and configuration items that affect service health
C Close an upsell of related products and services not yet purchased by a customer
D Trace information provided m a case to the right product or service to which it relates
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4
Question
Information in the Case Field ‘Contact’ is copied to which Incident Field?
Options
A Caller
B Contact
C User
D Customer
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5
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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