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

Updated On: 24-Feb-2026
Page 4 of 47
PDF with 284 Questions

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

  1. Apply Role by Customer
  2. Auto Assessment
  3. Change Update to Close
  4. Update Case Entitlement

Answer(s): B,D



What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

  1. Define the Business Pain Points
  2. Provide consistent service to customers
  3. Have a clear understanding of the use cases
  4. Define the number of hours needed to develop the associated requirements
  5. Implementation is only as good as the underlying process

Answer(s): A,B,C,E



What should be emphasized when designing solutions? (Choose three.)

  1. Minimize customizations
  2. Focus Out-of-the-box functionality
  3. Design for Scalability
  4. Mobile friendly functionality

Answer(s): A,B,C



What role does the Engagement Manager play before the Workshop? (Choose two.)

  1. Project Manager
  2. Acts as intermediary
  3. Provides answers to technical problems
  4. Assists with technical requirements

Answer(s): A,D



What should be part of the pre-engagement collateral?

  1. Frequently Asked Questions (FAQ)
  2. Scoping Guide
  3. Customer Service roles template
  4. Stock Keeping Unit (SKU) and pricing sheet

Answer(s): B






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