Home→Practice Questions→CIS-CSM

CIS-CSM Practice Questions

Certified Implementation Specialist - Customer Service Management

60 practice questions across 5 topics • 15 free

Exam Overview

60
Exam Questions
90 min
Duration
70%
Passing Score
$315
Exam Cost
60+
Practice Questions
15
Free Questions

Practice Questions

60 questions from 5 topics
1
knowledge

Which business model should be used when a company sells products or services directly to individual consumers without involving intermediaries?

AB2B
BB2C
CB2B2C
DB2B2E

👆 Click an option above to select your answer

2
knowledge

In the B2B business model, which table is used to store information about companies that receive services?

AConsumer [csm_consumer]
BCustomer Account [customer_account]
CCustomer Contact [customer_contact]
DUser [sys_user]

👆 Click an option above to select your answer

3
understanding

Which plugin must be activated before installing Customer Data Models for B2B2C?

ACustomer Service Management [com.sn_customerservice]
BCustomer Service Install Base Management [com.snc.install_base]
CAdvanced Work Assignment [com.snc.awa]
DCase Management [com.snc.case]

👆 Click an option above to select your answer

4
knowledge

What is the purpose of CSM Guided Setup?

ATo provide interactive tutorials for end users
BTo guide administrators through the configuration of CSM features in a structured sequence
CTo automatically configure CSM based on industry templates
DTo generate customer service reports

👆 Click an option above to select your answer

5
knowledge

What role is required to configure case routing and assignment in CSM?

Asn_customerservice_agent
Bitil
Cadmin
Dsn_customerservice_user

👆 Click an option above to select your answer

6
understanding

What are matching rules used for in CSM case routing?

ATo match customers with their previous cases
BTo identify case attributes and the agent resources best suited to handle those cases
CTo match duplicate cases for consolidation
DTo match case descriptions with knowledge articles

👆 Click an option above to select your answer

7
knowledge

What is the primary purpose of major case management in CSM?

ATo handle cases from major customers only
BTo manage communication and resolution for issues affecting multiple customers
CTo escalate cases to senior management
DTo track major system outages in IT

👆 Click an option above to select your answer

8
understanding

What is the relationship between a case and an interaction in CSM?

ACases and interactions are the same record
BAn interaction captures the communication channel, while a case tracks the issue resolution
CCases automatically create interactions when closed
DInteractions replace cases in the latest CSM version

👆 Click an option above to select your answer

9
knowledge

What are case tasks used for in CSM?

ATo replace the main case record
BTo break down case work into manageable pieces that can be assigned to different people
CTo automatically close cases after a time period
DTo schedule recurring customer follow-ups

👆 Click an option above to select your answer

10
knowledge

What are special handling notes used for in CSM?

ATo document technical troubleshooting steps
BTo bring important customer information to an agent's attention during case handling
CTo record agent performance feedback
DTo store case resolution templates

👆 Click an option above to select your answer

11
understanding

What is the purpose of targeted communications in CSM?

ATo send marketing emails to potential customers
BTo proactively reach out to customers affected by known issues
CTo target specific agents for training
DTo communicate only with premium customers

👆 Click an option above to select your answer

12
knowledge

How can customers create cases through the Service Catalog in CSM?

ABy calling the service desk
BBy submitting catalog items that are configured to create cases
CBy emailing the system administrator
DService Catalog cannot create cases in CSM

👆 Click an option above to select your answer

13
knowledge

What is the 'Better Together' principle in ServiceNow CSM implementation?

AA team collaboration framework for agents
BIntegrating CSM with other ServiceNow applications like ITSM for end-to-end processes
CA customer loyalty program
DA training methodology for new agents

👆 Click an option above to select your answer

14
knowledge

What is Article Quality Index (AQI) in ServiceNow Knowledge Management?

AA measure of how long articles take to write
BA score that measures knowledge article quality based on feedback and usage metrics
CAn index of all available articles
DA ranking of article authors

👆 Click an option above to select your answer

15
understanding

What are knowledge blocks used for in CSM?

ATo block access to sensitive knowledge articles
BTo create reusable content that can be shared across multiple knowledge articles
CTo organize articles into categories
DTo schedule knowledge article publications

👆 Click an option above to select your answer

Practice by Topic

Focus on specific areas to strengthen your weak points

CSM Foundational Data Model16 QCSM Configuration23 QCase Management10 QWorkspace, Portals & Analytics5 QBest Practices & Knowledge Management6 Q

Exam Domains

CSM Foundational Data Model

27%

Business models (B2B, B2C, B2B2C), product models, install base management, and contracts/entitlements

CSM Configuration

38%

CSM setup in ServiceNow, routing and assignment, case types, and communication channels

Case Management

17%

Case state flows, major issue management, case digests, CSM workspace, case actions, tasks, and escalations

Workspace, Portals & Analytics

8%

CSM Workspace, portals, Service Catalog, special handling notes, SLAs, targeted communications, and reporting

Best Practices & Knowledge Management

10%

ServiceNow architecture best practices, end-to-end processes, project scope, knowledge functionality, AQI, and knowledge blocks

More Study Resources

Explore additional materials to boost your exam preparation

Certification DetailsView Exam Prep