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ServiceNow CIS-CSM Exam
Certified Implementation Specialist - Customer Service Management (Page 8 )

Updated On: 30-Jan-2026
Page 8 of 47
PDF with 284 Questions

What are the advantages of leading indicators over lagging indicators? (Choose two.)

  1. Hard to influence
  2. Prospective
  3. Retrospective
  4. Easy to influence

Answer(s): B,D



Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?

  1. Customer case manager (sn_customerservice.customer_case_manager)
  2. Customer account manager (sn_customerservice.customer_account_manager)
  3. Customer admin (sn_customerservice.customer_admln)
  4. Customer (sn_customerservice.customer)

Answer(s): C



What is knowledge article versioning?

  1. A content tracker for knowledge articles
  2. A knowledge article publishing guide
  3. The ability to manage and track article updates
  4. A knowledge article numbering guide

Answer(s): C



Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?

  1. Individuals
  2. Partners
  3. Contacts
  4. Accounts

Answer(s): A



When configuring email in Communication Channels, how many outgoing email addresses are supported?

  1. One
  2. Two
  3. Three
  4. Unlimited

Answer(s): A



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Viewing questions 36 - 40 out of 284 questions



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