Download Certified Implementation Specialist - Customer Service Management.CIS-CSM.ExamTopics.2026-04-12.265q.tqb

Vendor: ServiceNow
Exam Code: CIS-CSM
Exam Name: Certified Implementation Specialist - Customer Service Management
Date: Apr 12, 2026
File Size: 1 MB
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Demo Questions

Question 1
What attribute/field is employed to construct the hierarchy of Install Base Items in a system?
  1. Parent Install Base Item
  2. Configurable Attributes
  3. Root Install Base Item
  4. Child Install Base Item
Correct answer: A
Question 2
What are the types of units used in counting for entitlements in ServiceNow?
  1. Incidents and Problems
  2. Tasks and Projects
  3. Cases and Hours
  4. Requests and Changes
Correct answer: C
Question 3
In the base instance, cases are automatically closed after how many days?
  1. Cases are not automatically closed by default
  2. 5 days
  3. 3 days
  4. 10 days
Correct answer: A
Question 4
Which business model involves supporting an organization's private customers and their employees?
  1. B2B2B
  2. B2B2C
  3. B2C
  4. B2B
Correct answer: B
Question 5
What actions should be prioritized when storing Product Models with similar non-configurable attributes? (Choose two.)
  1. Group them in a baseline table
  2. Use custom tables
  3. Create separate tables for each attribute
  4. Modify each product's data model individually
  5. Ensure attributes match those of existing tables
Correct answer: A, E
Question 6
What does a red highlight on a Case's Action status field indicate?
  1. The SLA is nearly breached on the Case
  2. The Case is blocked by other tasks or waiting for customer feedback
  3. The case has been escalated and the priority increased
  4. The case needs attention or is waiting for input / review
Correct answer: D
Question 7
What is the purpose of a Case Task?
  1. Case tasks are only used only for Cases that have a Service Definition
  2. Case tasks document customer information on a Case
  3. Case tasks are used to assign work to the customer
  4. Case tasks document additional work that needs to be completed to resolve the Case
Correct answer: D
Question 8
What are examples of what Guided Setup provides? (Choose two.)
  1. Provisioning checklist and tasks necessary for setup
  2. Fixed timeline of activities that need to be completed
  3. List of tasks to be executed
  4. Automatic configuration of case form and portal content
Correct answer: A, C
Question 9
What role do customer data models play in Service CSM from a technical perspective?
  1. They support the implementation of various business models
  2. They track employee performance metrics
  3. They facilitate integration with third-party systems
  4. They define the pricing structure for services
Correct answer: A
Question 10
What feature allows an agent to provide updates to customers and internal stakeholders while a Case is in progress?
  1. Post Case Reviews
  2. Open Case Summary
  3. Case Action Summaries
  4. Active Case Update
Correct answer: C
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