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ServiceNow CIS-CSM Exam
Certified Implementation Specialist - Customer Service Management (Page 2 )

Updated On: 30-Jan-2026
Page 2 of 47
PDF with 284 Questions

Agents and managers cannot create knowledge articles from Community questions.

  1. True
  2. False

Answer(s): B



Why does the implementation team need to deliver core functionality to the customer as quickly as possible?

  1. To expand the technical reach
  2. To facilitate the requirement gathering during the workshops
  3. To complete any complex customizations early enough
  4. To realize near-term ROI (Return on Investment)

Answer(s): D



Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)

  1. Assigned Cases
  2. Agent Affinity
  3. Availability Today
  4. Matching Skills
  5. Agent History

Answer(s): A,C,D



Regarding Account Teams, what is the purpose of marking a role as 'unique'?

  1. The role then becomes a child responsibility
  2. Ensure there is a dedicated account manager for that account
  3. The role then becomes a parent responsibility
  4. Prevent the same role being used on different customer accounts

Answer(s): D



Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

  1. The contract and entitlements of an asset dictate whether or not it is stored in the CMDB
  2. The CMDB only tracks CIs, assets cannot be CIs
  3. While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
  4. The CMDB tracks all assets as configuration items (CIs)

Answer(s): C



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