ServiceNow cis-csm practice test

certified implementation specialist - customer service management

Last exam update: Aug 27 ,2025
Page 1 out of 24. Viewing questions 1-10 out of 235

Question 1

Which of the following is a required field in the Resolution Information tad in order to close a case?

  • A. Cause
  • B. Closed
  • C. Resolution notes
  • D. Closed by
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Answer:

c

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Sweta
11 months, 2 weeks ago

Resolution notes

0
azucena.trivino
5 months, 1 week ago

My Answer is C

0

Question 2

Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

  • A. Entering question in portal only
  • B. Record Producer only
  • C. Both portal question entry and Record Producer
  • D. None of the above
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Answer:

b

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Question 3

What action is required to enable agents to create an incident record for a case?

  • A. They must be assigned with the read role for incident
  • B. They must be assigned with the itil role
  • C. They must be assigned with the snc_intemal role
  • D. They must be assigned with the sn_customerservice.itsm_contributor role
Mark Question:
Answer:

c

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ypshinde
1 month ago

The correct answer is:

B. They must be assigned with the itil role

In ServiceNow, the itil role is the standard role that allows agents to create, update, and close incidents, problems, and requests. This role is essential for working with ITSM records like incidents and is commonly assigned to service desk agents and fulfillers.1

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Question 4

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?

  • A. The major case candidate becomes a major case
  • B. A new major case is created and the major case candidate is added as a child to the major case
  • C. The major case candidate requires an approval from the major issue manager
  • D. The major case candidate is closed and a new major case is created
Mark Question:
Answer:

b

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Question 5

What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

  • A. The case escalates to an assignment group as defined in the default escalation template
  • B. The case work notes are updated automatically
  • C. The case action status changes to Related Task Updated
  • D. The case displays a special handling note highlighting the update
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Answer:

b

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Question 6

From which one of the following can an agent create a CSM Case:

  • A. Human Resource Application
  • B. Incident Management
  • C. Chat
  • D. Special Handling Note
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Answer:

c

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Question 7

What is KCS (Knowledge Centered Services)?

  • A. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
  • B. A documented methodology to provide a set of best practices for creating and maintaining knowledge
  • C. A dashboard with specific visualization of the different knowledge bases and categories
  • D. An application that helps agents and managers to create cases from Knowledge articles
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Answer:

c

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Question 8

Which are the key self-service functions of the Customer Support Portal? (Choose three.)

  • A. Community
  • B. Knowledge Base
  • C. Open An Incident
  • D. Service Catalog
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Answer:

abd

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Question 9

For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?

  • A. snc_intemai and snc_external
  • B. snc_internal and sn_customerservice.consumer_agent
  • C. snc_internal and sn_customerservice_agent
  • D. snc_external and sn_customerservice.customer
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Answer:

a

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Question 10

Which social media channels are NOT available out-of-box?

  • A. Facebook
  • B. Twitter
  • C. LinkedIn
  • D. All of the above
  • E. None of the above
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Answer:

e

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