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ServiceNow CIS-CSM Exam Questions
Certified Implementation Specialist - Customer Service Management (Page 9 )

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

What is required to enable the Follow the sun field on the Customer Service Case form?

  1. Nothing, it is a standard field
  2. The value property on the form must be set to true
  3. The plugin ‘com.snc.csm_time_recording’ needs to be activated
  4. The value property on the form must be set to true and the field added to the case form

Answer(s): D



In the Customer Service Management space, what does the term asset management mean?

  1. Financial, contractual and inventory information of assets
  2. A set of business activities and processes used to track assets
  3. Tables in the Asset application
  4. Tracking products or services customers are using

Answer(s): D



Which of the following roles cannot update a consumer’s record?

  1. sn_customerservice_agent
  2. sn_customerservice_manager
  3. sn_customerservice.consumer_agent
  4. admin

Answer(s): A



Major Issue Management uses which one of the following capabilities?

  1. Governance Risk and Control
  2. Targeted Communications
  3. Asset management
  4. Record producers

Answer(s): B



What is required to synchronize fields from a parent to a child case(s)?

  1. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
  2. Major Issue Management needs to be installed and certain properties enabled
  3. No action required, this is a standard Customer Service Management feature
  4. The role of sn_customerservice.customer_case_manager must be assigned

Answer(s): B



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