New 2026 CIS-CSM Dumps for CIS-Customer Service Management Certified Exam Questions and Answer
Realistic Verified CIS-CSM exam dumps Q&As - CIS-CSM Free Update
NEW QUESTION # 144
What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?
- A. Catalog item
- B. Record Producer
- C. Request Item
- D. Service Catalog Request
Answer: B
Explanation:
https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/service-catalog-management/concept/c_RecordProducer.html
NEW QUESTION # 145
Which feature enables employees to request support for themselves and for external customers?
- A. Contributor Users
- B. Responsibility Definitions
- C. Account Management
- D. Business Locations
Answer: A
NEW QUESTION # 146
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Social
- B. Email
- C. Chat
- D. Web
Answer: B,D
NEW QUESTION # 147
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. User
- B. Caller
- C. Customer
- D. Contact
Answer: D
Explanation:
Explanation
NEW QUESTION # 148
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
- A. Viewing knowledge articles
- B. Live chat
- C. Consumer self-registration
- D. Open an incident
Answer: C
Explanation:
Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html
NEW QUESTION # 149
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?
- A. The case displays a special handling note highlighting the update
- B. The case action status changes to Related Task Updated
- C. The case work notes are updated automatically
- D. The case escalates to an assignment group as defined in the default escalation template
Answer: C
Explanation:
https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/product/problem-management/concept/sync-btwn-inci-prob.html
NEW QUESTION # 150
Articles can provide the following: (Choose three.)
- A. Document current and known issues
- B. Information about customer's service contract
- C. Share product information
- D. Provide answers and responses to common issues or questions
Answer: A,C,D
Explanation:
Explanation
NEW QUESTION # 151
What should be part of the pre-engagement collateral?
- A. Scoping Guide
- B. Customer Service roles template
- C. Frequently Asked Questions (FAQ)
- D. Stock Keeping Unit (SKU) and pricing sheet
Answer: B
NEW QUESTION # 152
What types of escalation templates can be created?
Choose 2 answers
- A. Sold Product
- B. Case
- C. Account
- D. Consumer
Answer: B,C
NEW QUESTION # 153
What are the types of units used to measure entitlements? (Choose two.)
- A. Case
- B. Cost
- C. Hours
- D. Contract
Answer: A,C
Explanation:
Entitlements are counted on a per unit basis. The Unit field on the Service Entitlement form defines the unit type, either cases or hours.
Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/configure-csm-entitlements.html
NEW QUESTION # 154
What are the Forum User Types? (Choose three.)
- A. Registered
- B. Admin
- C. Custom
- D. Public
- E. Moderator
Answer: A,D,E
Explanation:
Explanation
NEW QUESTION # 155
Agents and managers cannot create knowledge articles from Community questions.
- A. True
- B. False
Answer: B
Explanation:
Explanation
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
NEW QUESTION # 156
What is required to synchronize fields from a parent to a child case(s)?
- A. Major Issue Management needs to be installed and certain properties enabled
- B. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- C. No action required, this is a standard Customer Service Management feature
- D. The role of sn_customerservice.customer_case_manager must be assigned
Answer: C
Explanation:
Reference:
customer-service-management/task/config-major-case-synchronization.html
NEW QUESTION # 157
Service-aware Install Base consists of which entities? (Choose three.)
- A. Installed Products
- B. Configuration Items
- C. Assets
- D. Sold Products
- E. Install Base Items
Answer: A,D,E
NEW QUESTION # 158
In ServiceNow's CSM Application, what is an interaction?
- A. A binding agreement between two parties
- B. Any configuration item that has been made accessible to customers
- C. A request for assistance made through a chat, phone call, or walk-up
- D. A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer
Answer: C
NEW QUESTION # 159
What are Special Handling Notes used for?
- A. Help agents identify in which time zone a contact is located
- B. Bring important information about individual records to an agent's attention
- C. For agents to view articles an attach them to a case
- D. To ensure customers get the service they are entitled to receive
Answer: B
NEW QUESTION # 160
A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)
- A. Hide the Knowledge Base from the Knowledge Base Portal
- B. Can Read user criteria
- C. Whitelist all other groups from the Knowledge Base
- D. Cannot Contribute user criteria
Answer: B,D
NEW QUESTION # 161
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice.consumer_agent
- B. admin
- C. sn_customerservice_agent
- D. sn_customerservice_manager
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/create-a-consumer-record.html
NEW QUESTION # 162
From a security perspective, scoping brings several benefits: (Choose two.)
- A. Improves instance security by limiting accessibility to other applications on the instance
- B. Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals
- C. IT can manage and control the pace of the CSM teams because dependencies have been put in place
- D. The scope holds the records and acts as a container for the desired Customer Service Management Applications
Answer: A,D
NEW QUESTION # 163
What are the conditions that matching rules are based on? (Choose two.)
- A. Agent resources best suited to work on a case
- B. Filters set up in advanced work assignment
- C. Specific routing rules
- D. Specific case attributes
Answer: A,D
NEW QUESTION # 164
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