ServiceNow CIS-CSM Exam Practice Questions, practice question pack
SERVICENOW · CIS-CSM

ServiceNow CIS-CSM Exam Practice Questions

284 questionsPDF by emailUpdated September 2026

US$39

Try 10 questions free

Card, Apple Pay or Google Pay. Your PDF is sent by email as soon as you check out.

Pass or your money backFail the exam after using this pack and we refund it. How the guarantee works
Category:
TRY BEFORE YOU BUY

Three of the 284 questions in this pack

Question 1

Agents and managers cannot create knowledge articles from Community questions.

  1. True
  2. False
Show answer and explanation

Correct answer: B. False

Agents and managers can create knowledge articles from community questions. Community questions serve as a valuable source for identifying gaps in knowledge management and creating articles that address common customer inquiries. This capability helps organizations build their knowledge base from real customer interactions.

Why the other options are wrong

  • A. Agents and managers have the ability to create knowledge articles from community questions, making this statement false.

Question 2

Information about a customer’s service contract is found in Knowledge.

  1. False
  2. True
Show answer and explanation

Correct answer: A. False

Information about a customer's service contract is not found in Knowledge. Service contract details are stored in the service contract management system or CRM records, not in the Knowledge base. The Knowledge base is designed to store informational articles for self-service and agent reference, not transactional contract data.

Why the other options are wrong

  • B. Service contract information is stored in contract management systems, not in Knowledge articles.

Question 3

From what places in SN can an agent create a case? (Choose three.)

  1. Customer Service Application
  2. Contact
  3. Account
  4. Chat
Show answer and explanation

Correct answer: A, B, C

A. Customer Service Application B. Contact C. Account Agents can create a case from the Customer Service Application, from a Contact record, and from an Account record. These three locations provide natural entry points in the CRM system where customer or account information is visible, making it convenient for agents to initiate case creation while working with customer data. Chat is a communication channel but not a primary location for case creation in the traditional sense.

Why the other options are wrong

  • D. Chat is a communication channel used to interact with customers but is not a standard location where agents create cases in the system.

See all 10 free questions Get the full pack, US$39

284 practice questions for ServiceNow Certified Implementation Specialist: Customer Service Management (CIS-CSM), with full explanations.

Every question comes with the correct answer, the reasoning behind it, and a short note on why each wrong option is wrong. Work through it once with the answers, then again with the questions-only copy under exam conditions.

  • 284 questions across all five CIS-CSM exam domains
  • Answers and explanations for every question, including the wrong options
  • A questions-only PDF for timed practice runs
  • Instant delivery by email the moment you check out
  • Free monthly updates for as long as the exam is live
  • Pass or your money back

A CIS-CSM attempt costs US$450. This pack is US$39, paid once.

Try 10 questions free before you buy.

Last updated September 2026 · 284 questions

What makes the CIS-CSM hard

CIS-CSM is the implementation specialist exam for ServiceNow’s Customer Service Management application, and it is currently written against the Zurich release. ServiceNow re-cuts the mainline exam with each release and then requires annual delta exams to keep the certification current, so the version matters: a question bank from the Washington or Xanadu era gets Configurable Workspace, Communities and the newer case types wrong. The format is 60 multiple-choice and multiple-select questions in 90 minutes.

CSM Configuration is the largest domain at 38%: setup and guided setup, roles and personas, case routing and assignment through the assignment workbench, Advanced Work Assignment and matching rules, case types and case templates, and the communication channels (chat, email, phone, social and the Virtual Agent). CSM Foundational Data Model follows at 27%: the business models (B2B, B2C, B2B2C and B2B2E) and the tables behind them (accounts, contacts, consumers, households and partners), product models, install base and sold products, and the contracts and entitlements that control who can open a case for what.

Case Management sits at 17%: case state flows, major issue management with parent and child cases, case digests, the CSM workspace, and case actions, tasks and escalations. The remaining marks split between Best Practices and Knowledge Management (10%) and Workspace, Portals and Analytics (8%).

About the exam

CIS-CSM (Certified Implementation Specialist: Customer Service Management) certifies the ability to implement ServiceNow Customer Service Management: the CSM data model and business models, CSM configuration, routing and channels, case management, workspaces and portals, and implementation best practices. ServiceNow recommends the CSM Fundamentals and CSM Implementation courses.

Exam domains

  • CSM Foundational Data Model: 27%
  • CSM Configuration: 38%
  • Case Management: 17%
  • Workspace, Portals and Analytics: 8%
  • Best Practices and Knowledge Management: 10%

60 multiple-choice and multiple-select questions, 90 minutes. ServiceNow does not publish a passing score for this exam. US$450 per attempt (instructor-led training includes one free attempt), taken at a Pearson VUE test centre or OnVUE online proctored, kept current with annual delta exams and the yearly Certification Maintenance Program fee.

Reviews

There are no reviews yet.

Only logged in customers who have purchased this product may leave a review.

Questions before you buy

What do I get when I buy the ServiceNow CIS-CSM pack?

284 practice questions as a PDF, each with the correct answer, a full explanation and a note on why the other options are wrong, plus a separate questions-only PDF for timed practice.

How quickly do I receive it?

Your PDF is prepared and sent to your email address after checkout, and you get a confirmation as soon as it is on its way.

Is there a free sample?

Yes. Ten questions from this pack, with answers and explanations, are free on this page and as a PDF, so you can judge the quality before you pay.

Are updates included?

Yes. The pack is updated every month for as long as the exam is live, and updates are free for everyone who has bought it.

What if I fail the exam?

We refund the pack. Sit the exam 7 to 30 days after buying, then send your official score report within 7 days of the exam date, as set out in the refund policy.

Can I share it with colleagues?

Each purchase is licensed to one person. For a team, school or training organisation, email support@certstash.com for a licence that fits.

Related products