ServiceNow cis-csm practice test

Customer Service Management

Last exam update: Nov 22 ,2025
Page 1 out of 18. Viewing questions 1-15 out of 257

Question 1

Agents and managers cannot create knowledge articles from Community questions.

  • A. True
  • B. False
Mark Question:
Answer:

B


Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members
and a
manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership
groups
can publish, edit, and retire knowledge articles that they are associated with.
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/task/create-knowledge-article.html

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Question 2

Information about a customer’s service contract is found in Knowledge.

  • A. False
  • B. True
Mark Question:
Answer:

A


Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html

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Question 3

From what places in SN can an agent create a case? (Choose three.)

  • A. Customer Service Application
  • B. Contact
  • C. Account
  • D. Chat
Mark Question:
Answer:

A, C, D


Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.htmlc

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Question 4

What are the conditions that matching rules are based on? (Choose two.)

  • A. Agent resources best suited to work on a case
  • B. Specific routing rules
  • C. Filters set up in advanced work assignment
  • D. Specific case attributes
Mark Question:
Answer:

A, D


Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html

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Question 5

Matching rules enhance assignment capability by ____________________.

  • A. Matching best agent by availability
  • B. Providing dynamic matching of cases to groups or individuals
  • C. Determining if account is a customer or partner
  • D. Matching best agent by skill
Mark Question:
Answer:

D


Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html

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Question 6

Special Handling Notes can apply to which one of the following based on specific attributes?

  • A. Domain
  • B. Contact
  • C. Holiday
  • D. VIP
Mark Question:
Answer:

B


Explanation:
https://killexams.com/demo-download/Servicenow-CIS-CSM

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Question 7

Predictive Intelligence improves Case management by:

  • A. Predicting what values should have gone into empty fields in historical records
  • B. Reducing the number of records needed to accurately predict a value
  • C. Replacing legacy routing rules
  • D. Predicting Case values without manual intervention
Mark Question:
Answer:

D


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Question 8

Which of the following is a condition for matching rules?

  • A. Agent domain
  • B. Assignment
  • C. Switching
  • D. Specific case attributes
Mark Question:
Answer:

D


Explanation:
Reference:
https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-rules.html

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Question 9

What do blue circles in the timeline of a case form represent?

  • A. Triggered SLAs
  • B. State changes
  • C. Customer comments
  • D. Activity updates
Mark Question:
Answer:

B


Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseTimeline.html

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Question 10

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence
supports which of the following decisions? (Choose two.)

  • A. Case Escalation
  • B. Case State
  • C. Case Categorization
  • D. Case Prioritization
Mark Question:
Answer:

C, D


Explanation:
Reference: https://www.servicenow.com/products/predictive-intelligence.html

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Question 11

Which Business Rules are part of the Customer Service Management baseline configuration?
(Choose two.)

  • A. Apply Role by Customer
  • B. Auto Assessment
  • C. Change Update to Close
  • D. Update Case Entitlement
Mark Question:
Answer:

B, D


Explanation:
Source:
https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/reference/r_BRIWCustomerService.html

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Question 12

What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

  • A. Define the Business Pain Points
  • B. Provide consistent service to customers
  • C. Have a clear understanding of the use cases
  • D. Define the number of hours needed to develop the associated requirements
  • E. Implementation is only as good as the underlying process
Mark Question:
Answer:

A, C, D, E


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Question 13

What should be emphasized when designing solutions? (Choose three.)

  • A. Minimize customizations
  • B. Focus Out-of-the-box functionality
  • C. Design for Scalability
  • D. Mobile friendly functionality
Mark Question:
Answer:

B, C, D


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Question 14

What role does the Engagement Manager play before the Workshop? (Choose two.)

  • A. Project Manager
  • B. Acts as intermediary
  • C. Provides answers to technical problems
  • D. Assists with technical requirements
Mark Question:
Answer:

A, D


Explanation:
Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI

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Question 15

What should be part of the pre-engagement collateral?

  • A. Frequently Asked Questions (FAQ)
  • B. Scoping Guide
  • C. Customer Service roles template
  • D. Stock Keeping Unit (SKU) and pricing sheet
Mark Question:
Answer:

C


Explanation:
Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-
type/data-sheet/dssim.pdf (2)

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