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: Jul 28, 2025

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Question 1

Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?

A : Service Analytics

B : In-form Analytics Most Voted

C : Case Spotlight

D : CSM Prediction Results

Answer: B

Question 2

Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)

A : Knowledge Product Entitlements

B : Data Policy

C : ACL

D : User Criteria

Answer: A

Question 3

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

Question 4

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

Answer: C,D

Question 5

What will be the state of a case after a customer rejects the solution proposed by an agent?

A : In Progress

B : Open

C : New

D : Solution Rejected

Answer: B

Page: 1 / 52

Total 260 Questions | Updated On: Jul 28, 2025

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