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ServiceNow CIS-CSM Exam
Certified Implementation Specialist - Customer Service Management (Page 3 )

Updated On: 30-Jan-2026
Page 3 of 47
PDF with 284 Questions

Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?

  1. The field is not based of the customers profile time zone
  2. The field is active in the base form
  3. The field is always based on the system time zone
  4. Agents can use the field to identify if it is the right time to contact customer

Answer(s): D



Which of the following roles can update a consumer's record? (Choose two.)

  1. Consumer Support Agent {sn_customerservice.consumer_agent)
  2. Customer Service Manager (sn_customerservice_manager)
  3. Customer Service Agent (sn_customerservice_agent)
  4. Customer (sn_customerservice.customer)

Answer(s): A,B



Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

  1. Contextual Search
  2. Agent Assist
  3. Dynamic Related Records
  4. Record Information

Answer(s): C



With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer0

  1. After 3 days
  2. After 5 days
  3. After 1 day
  4. After 7 days

Answer(s): B



The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?

  1. Customer Service Manager (sn_customerservice_manager)
  2. System administrator (admin)
  3. Service organization administrator (sn_customerservice.service_organization_admin)
  4. Customer admin (sn_customerservice.customer_admin)

Answer(s): B



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