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ServiceNow CIS-CSM Exam
Certified Implementation Specialist - Customer Service Management (Page 7 )

Updated On: 30-Jan-2026
Page 7 of 47
PDF with 284 Questions

When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

  1. Social Channels
  2. Social Profiles
  3. Social Logs
  4. Work notes
  5. Additional comments

Answer(s): C



What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?

  1. Can view assets belonging to their partner accounts
  2. Can create, view, and edit cases for their partner accounts
  3. Can resolve cases reported by their partner accounts
  4. Can create and update contacts for their partner accounts

Answer(s): D



Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

  1. Set the Agent Experience (What agents see in their Workspace inbox)
  2. Define Assignment Rules (How to assign work items)
  3. Define Work Item Queues (Where to route)
  4. Configure Service Channels (What to route)

Answer(s): B



From a security perspective, scoping brings several benefits: (Choose two.)

  1. Improves instance security by limiting accessibility to other applications on the instance
  2. Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals
  3. IT can manage and control the pace of the CSM teams because dependencies have been put in place
  4. The scope holds the records and acts as a container for the desired Customer Service Management Applications

Answer(s): A,D



Which of the following are benefits of customer access management? (Choose two.)

  1. It defaults the responsibility for access management to the customer service agent.
  2. It increases security by automatically providing access to case information based on account hierarchy
  3. It increases automation by automatically granting access to cases based on access to sold product
  4. It improves the customer experience by enabling related parties to track and collaborate on cases.
  5. It defaults the responsibility for access management to the customer.

Answer(s): C,D



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