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: Dec 18, 2025

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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

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

Answer: A,B,D

Question 3

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin? Options are :

A : Maybe

B : No

C : Yes

D : I don't know

Answer: C

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

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

Answer: C

Page: 1 / 52

Total 260 Questions | Updated On: Dec 18, 2025

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