ServiceNow CIS-CSM Specialist – Customer Service Management Exam Online Training
ServiceNow CIS-CSM Online Training
The questions for CIS-CSM were last updated at Feb 18,2025.
- Exam Code: CIS-CSM
- Exam Name: Specialist - Customer Service Management Exam
- Certification Provider: ServiceNow
- Latest update: Feb 18,2025
What are features of Customer Service Management? (Choose four.)
- A . Timed Audits
- B . Service Entitlements
- C . Demand Management
- D . Service Prospecting
- E . Real-time SLAs
- F . Service Contracts
- G . Skills-based routing
What are the Forum User Types? (Choose three.)
- A . Admin
- B . Registered
- C . Public
- D . Custom
- E . Moderator
Which of the following are true regarding the Community Portal application? (Choose two.)
- A . It is available to any customer with a Community license
- B . It is available by default with the Support and Service portals
- C . It is only available to CSM license holders
- D . Most of the configuration does not require System Administrator role
If only one user reports a content for moderation, the content will be hidden.
- A . True
- B . False
The available case types are: (Choose two.)
- A . Product Support
- B . Order
- C . Product
- D . Support
What is required to enable the Follow the sun field on the Customer Service Case form?
- A . Nothing, it is a standard field
- B . The value property on the form must be set to true
- C . The plugin ‘com.snc.csm_time_recording’ needs to be activated
- D . The value property on the form must be set to true and the field added to the case form
In the Customer Service Management space, what does the term asset management mean?
- A . Financial, contractual and inventory information of assets
- B . A set of business activities and processes used to track assets
- C . Tables in the Asset application
- D . Tracking products or services customers are using
Which of the following roles cannot update a consumer’s record?
- A . sn_customerservice_agent
- B . sn_customerservice_manager
- C . sn_customerservice.consumer_agent
- D . admin
Major Issue Management uses which one of the following capabilities?
- A . Governance Risk and Control
- B . Targeted Communications
- C . Asset management
- D . Record producers
What is required to synchronize fields from a parent to a child case(s)?
- A . The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- B . Major Issue Management needs to be installed and certain properties enabled
- C . No action required, this is a standard Customer Service Management feature
- D . The role of sn_customerservice.customer_case_manager must be assigned
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