CIS-CSM Exam Preparation – Dumps, Practice Tests & 2025 Guide

Boost your success rate with updated CIS CSM dumps, designed for the Certified Implementation Specialist – Customer Service Management (CSM) certification exam. Our dumps cover real-world use cases, practice test questions, and ServiceNow-specific modules such as case management, entitlements, SLAs, and advanced work assignment. These expertly curated materials help you gain the confidence and skill set needed to pass the ServiceNow CSM certification exam in your first attempt. Whether you're a ServiceNow professional or a consultant looking to validate your expertise, this exam preparation set provides in-depth readiness for the 2025 ServiceNow CIS-CSM exam.

CIS-CSM Dumps & Sample Questions List :

1. What are the conditions that matching rules are based on? (Choose two.)

1. Filters set up in advanced work assignment

2. Specific routing rules

3. Agent resources best suited to work on a case

4. Specific case attributes

2. Who can manage Install Base entities? (Choose two.)

1. Data Analysts [data_admin]

2. Customer service manager [sn_customerservice_manager]

3. System administrator [admin]

4. Sales Managers [sn_sales_manager]

3. Which of the following child case states would cause parent - child case synchronization to fail? (Choose three.)

1. New

2. Cancelled

3. Resolved

4. In Progress

5. Awaiting Info

6. Closed

4. Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose three.)

1. Workload

2. Skills

3. Schedule

4. Experience

5. Products

5. When working with communication channels, what inbound email flows are available by default? (Choose two.)

1. Update case from forward email

2. Update case using reply

3. Create case from email

4. Create case for asset

5. Create case for product

6. What should be part of the pre-engagement collateral?

1. Stock Keeping Unit (SKU) and pricing sheet

2. Frequently Asked Questions (FAQ)

3. Scoping Guide

4. Customer Service roles template

7. From a service provider’s perspective, is the following a product or an asset? A cable modem model that the service provider sells.

1. Product

2. Asset

8. When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

1. Activation of the Customer Service plugin (com.sn_customerservice)

2. Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)

3. Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)

4. Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)

9. In case management, Parent Child Synchronization allows for which of the following:

1. Child cases to be separated from Parent cases and will not be synchronized automatically

2. Synchronization of all child cases as well as children of child cases on all levels

3. Parent cases to automatically generate child cases when all fields are filled out thus synchronized auto-population

4. Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case

10. A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)

1. The customer service agent is not assigned with the escalation requester role

2. The account already has an open escalation record

3. The parent account of the account to be escalated is not active

4. No escalation approval flow is configured

11. What are common types of application record data that are imported during a CSM data migration? (Choose two.)

1. Chat

2. Case

3. Knowledge Article

4. Accounts

12. What does the Agent Whisper function do?

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

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

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

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

13. For an implementation supporting a business and its customers, which business model should be used?

1. B2B2C

2. B2B

3. B2C

4. B2B2B

14. When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

1. Social Profiles

2. Social Logs

3. Additional comments

4. Social Channels

5. Work notes

15. Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)

1. Availability

2. Products

3. Skills

4. Experience

5. Shifts

6. Capacity

16. When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?

1. Allows access to multi-product line knowledge articles

2. Allows access to knowledge articles based on customer’s security access

3. Allows access to knowledge articles that are related to products owned by a customer

4. Allows access to knowledge articles that are related to entitlements owned by a customer

17. Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)

1. Can assign the roles to other contacts in the same account

2. Can research questions issues, or problems, and create view and edit cases for only their own accounts

3. Can edit information or roles for existing contacts

4. Can view assets belonging to their account

18. What functionality is required to automatically close resolved cases if customers do not respond within a specified time?

1. Auto Close Resolved Cases Scheduled Job

2. Auto Close Resolved Cases Workflow

3. Auto Close Resolved Cases Flow Designer Flow

4. Auto Close Resolved Cases Business Rule

19. What are Special Handling Notes used for?

1. Bring important information about individual records to an agent's attention

2. Help agents identify in which time zone a contact is located

3. To ensure customers get the service they are entitled to receive

4. For agents to view articles an attach them to a case

20. What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?

1. Proxy Contact (sn_customservice.proxy_contact)

2. Consumer (sn_customservice.consumer)

3. External (snc_external)

4. Customer (sn_suctomservice.customer)

21. What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

1. Languages spoken by agents

2. Number and type of support tools available

3. Number of agents required

4. Geographical location of customer

5. Knowledge and skills required for agents

6. Number of customer service portals used

22. What role do customer data models play in Service CSM from a technical perspective?

1. They facilitate integration with third-party systems

2. They track employee performance metrics

3. They support the implementation of various business models

4. They define the pricing structure for services

23. Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?

1. Response Templates

2. Templates

3. Quick Actions

4. Quick Messages

24. What is a household entity?

1. Group of customers that usually share a common address and use services as a group

2. Group of consumers that usually share a common address and use services as a group

3. Group of people that usually share a common address and use services as a group

4. Group of users that usually share a common address and use services as a group

25. Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

1. None of the above

2. Entering question in portal only

3. Both portal question entry and Record Producer

4. Record Producer only

FAQs

1. What is the ServiceNow Certified Implementation Specialist Customer Service Management (CIS-CSM) certification?

The ServiceNow CIS-CSM certification validates your ability to configure, implement, and manage the Customer Service Management (CSM) applications on the ServiceNow platform. It proves your expertise in improving customer experience through digital workflows.

2. How do I become a ServiceNow Certified Implementation Specialist in CSM?

You need to complete the ServiceNow CSM Fundamentals course and pass the CIS-CSM exam, which tests your knowledge of ServiceNow CSM configurations, integrations, and best practices.

3. What are the prerequisites for the ServiceNow CIS-CSM certification?

Candidates should have completed ServiceNow Fundamentals training and possess at least 6 months of hands-on experience implementing ServiceNow CSM solutions.

4. How much does the ServiceNow CIS-CSM certification exam cost?

The exam costs $300 USD, with a retake fee of $150 USD, excluding local taxes.

5. What topics are covered in the ServiceNow CIS-CSM exam?

The exam covers Case Management, Account Management, Entitlements, Knowledge Management, Agent Workspace, and Integrations within ServiceNow CSM.

6. How difficult is the ServiceNow Certified Implementation Specialist CSM exam?

The exam is moderately difficult and requires a clear understanding of CSM workflows, hands-on configuration practice, and familiarity with ServiceNow UI and data models.

7. How long does it take to prepare for the ServiceNow CIS-CSM certification?

On average, candidates need 4–6 weeks of preparation, depending on prior ServiceNow experience and study time commitment.

8. What is the passing score for the ServiceNow CIS-CSM exam?

You must score 70% or higher to pass the ServiceNow CIS-CSM certification exam.

9. Is the ServiceNow CIS-CSM certification worth it?

Yes. It enhances your career as a ServiceNow Consultant, Implementation Specialist, or CSM Developer, increasing job opportunities and salary potential.

10. What are the best resources to prepare for the ServiceNow Certified Implementation Specialist CSM exam?

Use ServiceNow’s official training and documentation for core concepts and CertiMaan’s dumps, practice tests, and guides for practical exam preparation.