2025 Valid CIS-CSM test answers & ServiceNow Exam PDF
Free ServiceNow CIS-CSM Exam Questions and Answer from Training Expert Exam4Labs
ServiceNow CIS-CSM Exam Syllabus Topics:
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ServiceNow CIS-CSM Exam is a comprehensive exam that requires extensive preparation and study. CIS-CSM exam consists of 60 multiple-choice questions, and candidates have 90 minutes to complete it. The passing score for the exam is 70%, and candidates can retake the exam if they fail to pass it on the first attempt.
NEW QUESTION # 48
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. Only applications that allow WebDAV connections can be integrated
- B. Imported external articles appear as attachments in ServiceNow
- C. SharePoint blocks this integration
- D. The imported article will have the same category it had in the source knowledge base
Answer: A,D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/concept/knowledge-external-content-integration.html
NEW QUESTION # 49
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
- A. Request
- B. Order
- C. Billing
- D. FAQ
- E. Contract
- F. Monitoring
Answer: B
NEW QUESTION # 50
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Contact
- B. Customer
- C. Caller
- D. User
Answer: A
NEW QUESTION # 51
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application?
Choose 2 answers
- A. A partner and a third party are the same in ServiceNow's CSM application.
- B. A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering.
- C. A partner will own the relationship with their customer
- D. A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization.
- E. A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver, and support them on their behalf.
Answer: D,E
NEW QUESTION # 52
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
- A. Number and type of support tools available
- B. Number of customer service portals used
- C. Number of agents required
- D. Languages spoken by agents
- E. Knowledge and skills required for agents
- F. Geographical location of customer
Answer: A,C,D,E
NEW QUESTION # 53
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Contact
- B. Customer
- C. Caller
- D. User
Answer: A
Explanation:
Explanation
NEW QUESTION # 54
Which of the following are true regarding the Community Portal application? (Choose two.)
- A. Most of the configuration does not require System Administrator role
- B. It is only available to CSM license holders
- C. It is available to any customer with a Community license
- D. It is available by default with the Support and Service portals
Answer: B,C
NEW QUESTION # 55
What does Major issue Management use to identify all other customers impacted by a major case?
- A. Notify lists
- B. Account lists
- C. Customer Product lists
- D. Recipient lists
Answer: D
NEW QUESTION # 56
What are the Forum User Types? (Choose three.)
- A. Moderator
- B. Admin
- C. Custom
- D. Registered
- E. Public
Answer: A,D,E
Explanation:
Reference:
customer-communities/concept/communities-permissions.html
NEW QUESTION # 57
Matching rules enhance assignment capability by ____________________.
- A. Matching best agent by skill
- B. Providing dynamic matching of cases to groups or individuals
- C. Matching best agent by availability
- D. Determining if account is a customer or partner
Answer: A
NEW QUESTION # 58
What are the different resource matching methods on the Matching Rule form?
Choose 3 answers
- A. Skill
- B. Selection Criteria
- C. Scripted
- D. Simple
- E. History
Answer: B,C,D
NEW QUESTION # 59
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
- A. Allows access to knowledge articles that are related to products owned by a customer
- B. Allows access to knowledge articles that are related to entitlements owned by a customer
- C. Allows access to knowledge articles based on customer's security access
- D. Allows access to multi-product line knowledge articles
Answer: A
NEW QUESTION # 60
What does the Agent Whisper function do?
- A. Lets agents and requesters have a conversation without the chat supervisor knowing
- B. Lets the chat supervisors have a conversation with the requester without the agent knowing
- C. Lets agents have chat conversations with other agents without the requester knowing
- D. Lets agents and chat supervisors have a conversation without the requester knowing
Answer: D
NEW QUESTION # 61
Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?
- A. The major case candidate becomes the major case
- B. The major case candidate requires an approval from the major issue manager
- C. A new major case is created and the major case candidate Is added as a child to the major case
- D. The major case candidate is closed and a new major case is created
Answer: C
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/major-candidate-child-case-types.html
NEW QUESTION # 62
Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?
- A. A multi-step process consisting of a series of questions answers, and guidance Most Voted
- B. A set of steps used to define a complex process
- C. A step-by-step methodology for creating and solving different case types
- D. A detailed check list for customer service teams
Answer: A
NEW QUESTION # 63
Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?
- A. Contacts
- B. Individuals
- C. Partners
- D. Accounts
Answer: B
NEW QUESTION # 64
What is required to synchronize fields from a parent to a child case(s)?
- A. No action required, this is a standard Customer Service Management feature
- B. The role of sn_customerservice.customer_case_manager must be assigned
- C. Major Issue Management needs to be installed and certain properties enabled
- D. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
Answer: A
Explanation:
Reference:
customer-service-management/task/config-major-case-synchronization.html
NEW QUESTION # 65
Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
- A. Move Resolved Cases to Closed
- B. Auto Close Resolved Cases Most Voted
- C. Close Cases in Resolved state
- D. Resolved to Close State
Answer: B
NEW QUESTION # 66
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?
- A. Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true
- B. Make a show/hide UI action to show only the desired CIs to the itil users
- C. Create an Access control to hide the unnecessary CIs from the itil users
- D. Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms Most Voted
Answer: D
NEW QUESTION # 67
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