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ServiceNow CIS-CSM Exam
Certified Implementation Specialist - Customer Service Management (Page 5 )

Updated On: 30-Jan-2026
Page 5 of 47
PDF with 284 Questions

What are the types of units used to measure entitlements? (Choose two.)

  1. Hours
  2. Contract
  3. Cost
  4. Case

Answer(s): A,D



How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)

  1. Store Apps
  2. Update Sets
  3. Through private scopes
  4. Plugins

Answer(s): A,D



Which of the following statements is correct regarding product models in CSM?

  1. Products models can only contain digital (logical) items
  2. Product models can contain either physical items or digital (logical) items but not both in the same model
  3. Product models can only contain physical items
  4. Product models can contain both physical items and digital (logical) items in the same mode

Answer(s): D



Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

  1. The create contact (consumer) feature is available in all CSM Workspaces
  2. The create contact (consumer) feature is not available in any of the CSM Workspaces
  3. The create contact (consumer) feature is only available in the CSM Configurable Workspace
  4. The create contact (consumer) feature is only available in the Agent Workspace

Answer(s): C



Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?

  1. The form header's secondary values can only he displayed above the ribbon components
  2. The form header's primary values can be displayed in the contextual side panes instead of above the ribbon components
  3. The form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components
  4. The form header for the case form can display five levels of field values from the case table

Answer(s): C



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