Free ServiceNow CIS-CSM Exam Questions

Become ServiceNow Certified with updated CIS-CSM exam questions and correct answers

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Total 260 Questions | Updated On: Nov 12, 2026

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Question 1

Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can: Options are :

A : Escalate the chat to virtual agent

B : Create a record, such as an incident or a case

C : Escalate the chat to another agent

D : Respond to questions

Answer: B,C,D

Question 2

Articles can provide the following: (Choose three.)

A : Document current and known issues

B : Provide answers and responses to common issues or questions

C : Information about customer’s service contract

D : Share product information

Answer: A,B,D

Question 3

True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace. Options are :

A : False

B : True

Answer: B

Question 4

What does viewing a customer’s install base enable customer service agents to do? (Choose two.)

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 : Trace information provided m a case to the right product or service to which it relates

D : Close an upsell of related products and services not yet purchased by a customer

Answer: A,C

Question 5

Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?

A : Set the Agent Experience

B : Define Assignment Rules

C : Define Work Item Queues

D : Configure Service Channels

Answer: B

Page: 1 / 52

Total 260 Questions | Updated On: Nov 12, 2026

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