ServiceNow CIS-CSM Exam Practice Questions
US$39
Every question with the correct answer and why the other options are wrong.
Card, Apple Pay, Google Pay or PayPal. Your PDF is prepared and emailed to you after checkout, usually within a few hours.
Passed today in France. Pass score is 968. The pack is very valid. Just use it and if you want you can use course material you have to understand the theory. Many thanks.
Three of the 284 questions in this pack
Question 1
Agents and managers cannot create knowledge articles from Community questions.
Show answer and explanation
Correct answer: B. False
Agents and managers can create knowledge articles from Community questions. This is a standard feature in ServiceNow that allows support staff to convert common customer inquiries into reusable knowledge base articles, improving self-service capabilities and reducing duplicate work.
Why the other options are wrong
- A. Agents and managers have the capability to create knowledge articles from Community questions as part of their standard permissions.
Question 2
Information about a customer’s service contract is found in Knowledge.
Show answer and explanation
Correct answer: A. False
Information about a customer's service contract is not found in the Knowledge base. Service contract details are stored in contract management records and customer account information, not in Knowledge articles which typically contain procedural guidance, troubleshooting steps, and general reference information.
Why the other options are wrong
- B. Service contract information is maintained in contract records and account data, not in the Knowledge application.
Question 3
From what places in SN can an agent create a case? (Choose three.)
Show answer and explanation
Correct answer: A, B, C. Customer Service Application; Contact; Account
Agents can create cases from three primary locations: the Customer Service Application, from a Contact record, and from an Account record. These are the standard entry points in ServiceNow where case creation is enabled to ensure cases are properly associated with customers and their accounts.
Why the other options are wrong
- D. Chat is not a standard location for case creation; cases may be created as a result of chat interactions but not directly from the Chat module itself.
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How much of the ServiceNow CIS-CSM bank is free?
284 questions in the bankEach step includes the one before, so buying only adds new questions.
- You are here10questionsFree sampleThree on this page, all ten as a PDF.Download the sample
- 7125% of the bankPractice pageFree on the site, every answer explained.Go to the practice page
- 12544% of the bankHalf PackFree by email, as one PDF, every answer explained.Get the Half Pack
- 284100%, the whole bankFull pack, US$39Plus the questions-only PDF, monthly updates, refund if you fail.Get the full pack
What’s in the ServiceNow CIS-CSM pack
- 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
- Delivered by email shortly after checkout
- 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.
What makes the CIS-CSM hard
CIS-CSM is the implementation specialist exam for ServiceNow's Customer Service Management application. 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 Customer Service Management Essentials and Customer Service Management Best Practices for Implementation courses.
Questions before you buy
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.
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, or swap it for any other pack if you would rather keep studying. 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.
What is your pass rate?
99% of customers who prepare with a CertStash pack pass. If you do not, we refund the pack, or swap it for another pack.
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.
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Parker –
Passed today in France. Pass score is 968. The pack is very valid. Just use it and if you want you can use course material you have to understand the theory. Many thanks.