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ServiceNow CIS-CSM Exam Questions
Certified Implementation Specialist - Customer Service Management (Page 6 )

Updated On: 9-Apr-2026
Page 6 of 47
PDF with 284 Questions

What are the characteristics of Knowledge Categories?

  1. Shareable across KBs: Yes ; Multi-Level: No
  2. Shareable across KBs: No ; Multi-Level: Yes
  3. Shareable across KBs: No ; Multi-Level: No
  4. Shareable across KBs: Yes ; Multi-Level: Yes

Answer(s): B



Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

  1. Manage cases on behalf of customer service agents
  2. Create cases on behalf of customers
  3. Manage requests on behalf of customer service agents
  4. Create requests on behalf of customers
  5. Manage major incident communication on behalf of a customer service manager

Answer(s): B,D



What is the purpose of a Catalog Item variable?

  1. Grants the customer the opportunity to ask a question
  2. Opens a wizard to help a customer fill in a case form
  3. Guides a customer by providing hints on case forms
  4. Allows the customer or consumer to qualify their answer

Answer(s): D



What one of the following is optional when creating a Catalog workflow?

  1. Publishing the workflow
  2. Defining workflow activities
  3. Approving the workflow
  4. Managing workflow versions

Answer(s): D



What module is used to create Case Record Producers?

  1. Case Record Producers
  2. Edit Records
  3. Record Producers
  4. Maintain Records

Answer(s): C



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