Free Practice ServiceNow CIS-CSM Exam Questions 2025

Stay ahead with 100% Free Certified Implementation Specialist - Customer Service Management CIS-CSM Dumps Practice Questions

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Total 225 Questions | Updated On: Apr 21, 2025

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Question 1

Service-aware Install Base consists of which entities? (Choose three.)

A : Installed Products

B : Install Base Items

C : Assets

D : Sold Products

E : Configuration Items

Answer: A,B,D

Question 2

What are common types of application record data that are imported during a CSM data migration? (Choose two.)

A : Knowledge Article

B : Accounts

C : Chat

D : Case

Answer: B,D

Question 3

Which of the following are true regarding the Community Portal application? (Choose two.)

A : It is available to any customer with a Community license

B : It is available by default with the Support and Service portals

C : It is only available to CSM license holders

D : Most of the configuration does not require System Administrator role

Answer: A,C

Question 4

What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?

A : Consumer (sn_customservice.consumer)

B : Customer (sn_suctomservice.customer)

C : External (snc_external

D : Proxy Contact (sn_customservice.proxy_contact)

Answer: D

Question 5

As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?

A : Document the knowledge gap in the case work notes and escalate the case

B : Post a question in one of the various Customer Service Management knowledge bases

C : Use Related Links on the case form to report a knowledge gap

D : Use the Create Knowledge button on the case form to report a knowledge gap

Answer: C

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Total 225 Questions | Updated On: Apr 21, 2025

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