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

Updated On: 30-Jan-2026
Page 6 of 47
PDF with 284 Questions

User criteria records may be applied to which knowledge items?

  1. Knowledge Base and Category
  2. Knowledge Base Category and Article
  3. Knowledge Base and Article
  4. Knowledge Base

Answer(s): C



What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

  1. Service Monitoring
  2. Service Reporting
  3. Service-Aware CMDB
  4. Service-Aware Install Base
  5. Proactive Case
  6. Proactive Prevention

Answer(s): A,D,E



What are the three out-of-the-box playbooks for CSM? (Choose three.)

  1. Case playbook for Onboarding
  2. Case playbook for Billing
  3. Case playbook for Accounts
  4. Case playbook for Product Support
  5. Case playbook for Complaints

Answer(s): A,D,E



Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance? (Choose two.)

  1. XML unloads
  2. Plugins
  3. Store Apps
  4. Update Sets

Answer(s): B,C



What are available matching criteria for case assignment in Customer Service Management? (Choose three.)

  1. Partner Hours
  2. Matching Skills
  3. Distance
  4. Certifications
  5. Assigned Cases
  6. Availability Today

Answer(s): B,E,F



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Viewing questions 26 - 30 out of 284 questions



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