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Free ServiceNow CIS-CSM Practice Exam with Questions & Answers | Set: 2

Questions 11

In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

Options:
A.

Routes the chat towards another group

B.

Uses response templates to Insert as text in a conversation

C.

Rolls up the current chat history towards an existing case

D.

Rejects an incoming chat and moves it automatically to the general queue

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Questions 12

Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

Options:
A.

Partner Service

B.

Customer Service

C.

Consumer Service

D.

Product Service

Questions 13

Why does the implementation team need to deliver core functionality to the customer as quickly as possible?

Options:
A.

To expand the technical reach

B.

To facilitate the requirement gathering during the workshops

C.

To complete any complex customizations early enough

D.

To realize near-term ROI (Return on Investment)

Questions 14

What does the Agent Whisper function do?

Options:
A.

Lets agents and chat supervisors have a conversation without the requester knowing

B.

Lets the chat supervisors have a conversation with the requester without the agent knowing

C.

Lets agents have chat conversations with other agents without the requester knowing

D.

Lets agents and requesters have a conversation without the chat supervisor knowing

Questions 15

Which entity represents specific versions of products being sold to and supported for customers?

Options:
A.

Portfolio Products

B.

Product Categories

C.

Product Models

D.

Sold Products

Questions 16

Partner admin contacts have access to the data of both their partner accounts and customer accounts.

Options:
A.

True

B.

False

Questions 17

Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?

Options:
A.

External (snc_external)

B.

Account Contact (sn_cusiometservice.accouni_contactf

C.

Cusiomer(sn_customerservice.customer)

D.

Case Creator (sn_customer service, case creator)

Questions 18

In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?

Options:
A.

The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner

B.

A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle

C.

Asset management has different use cases for tracking specific products or services customers are using Most Voted

D.

It includes all of the data crucial to support customers as efficiently as possible

Questions 19

External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?

Options:
A.

Change Records and Request Records

B.

Request Records and Escalations

C.

Problem Records and Incident Records

D.

Problem Records and Escalations

Questions 20

To which entities can Special Handling Notes be applied out of the box?

Options:
A.

Consumer

B.

Entitlement

C.

Sold Product

Exam Code: CIS-CSM
Certification Provider: ServiceNow
Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Last Update: Jul 16, 2025
Questions: 257

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