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ServiceNow CIS-CSM Exam
Certified Implementation Specialist - Customer Service Management (Page 4 )

Updated On: 30-Jan-2026
Page 4 of 47
PDF with 284 Questions

What action is required to enable agents to create an incident record for a case?

  1. They must be assigned with the read role for incident
  2. They must be assigned with the itil role
  3. They must be assigned with the snc_intemal role
  4. They must be assigned with the sn_customerservice.itsm_contributor role

Answer(s): B



In the ’Action Status' column on a case list what could a red indicator dot mean? (Choose two.)

  1. Blocked by approval
  2. Blocked by case task
  3. Blocked internally and by customer
  4. Blocked by internally

Answer(s): C,D



What is a household entity?

  1. Group of users that usually share a common address and use services as a group
  2. Group of people that usually share a common address and use services as a group
  3. Group of customers that usually share a common address and use services as a group
  4. Group of consumers that usually share a common address and use services as a group

Answer(s): D



Which of the following are correct for parent/child synchronization? (Choose two.)

  1. Multiple child cases can be managed from a parent case as in Major Issue Management
  2. The Administrator can choose which fields to synchronize from parent to child cases
  3. Parent to child cases can be synchronized regardless of which state the case is in
  4. The property to synchronize parent to child cases is automatically enabled

Answer(s): A,B



Once a major case candidate is approved a major case is created. What then happens to the customer case?

  1. The customer case becomes a child case of the major case
  2. The customer case will be automatically closed
  3. The customer case becomes the parent case of the major case
  4. The customer case will automatically be related to a problem

Answer(s): A



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