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ServiceNow CIS-CSM Exam
Certified Implementation Specialist - Customer Service Management (Page 16 )

Updated On: 30-Jan-2026
Page 9 of 47
PDF with 284 Questions

Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)

  1. sn_customerservice_agent
  2. sn_customerservice.customer_admm
  3. sn_customerservice.partner_admin
  4. sn_customerservice_manager
  5. admin

Answer(s): D,E



In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?

  1. The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner
  2. A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle
  3. Asset management has different use cases for tracking specific products or services customers are using
  4. It includes all of the data crucial to support customers as efficiently as possible

Answer(s): C



What is KCS (Knowledge Centered Services)?

  1. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
  2. A documented methodology to provide a set of best practices for creating and maintaining knowledge
  3. A dashboard with specific visualization of the different knowledge bases and categories
  4. An application that helps agents and managers to create cases from Knowledge articles

Answer(s): B



When creating or importing assets for CSM, model categories are used to: (Choose three.)

  1. Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa
  2. Group assets together
  3. Build a classification structure for product models
  4. Model the configuration options for each product model being sold to customers
  5. Define a link between Asset classes and Configuration Item (CI) classes

Answer(s): A,B,E



Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)

  1. Close an upsell of related products and services not yet purchased by a customer
  2. See the detailed configurations of the products and services deployed for a customer to determine the action needed
  3. Trace Information provided in a case to the right product or service to which it relates
  4. Monitor related operational services and configuration items that affect service health

Answer(s): A,B



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