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: Sep 24, 2026

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Question 1

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 2

Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)

A : Special handing notes

B : Lookup and verify

C : Related search

D : Agent assist

Answer: B,D

Question 3

When working with communication channels, what inbound email flows are available by default? (Choose two.)

A : eate case for product

B : eate case for asset

C : date case from forward email

D : eate case from email

E : date case using reply

Answer: A,D

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 role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?

A : nsumer (sn_customservice.consumer)

B : tomer (sn_suctomservice.customer)

C : ternal (snc_external

D : oxy Contact (sn_customservice.proxy_contact)

Answer: D

Page: 1 / 52

Total 260 Questions | Updated On: Sep 24, 2026

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