CIS-CSM Exam Preparation – Dumps, Practice Tests & 2026 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 2026 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

26. What features are included with the Customer Service Portal? (Choose three.)

1. The ability to create new accounts

2. Links to marketing promotions and product coupons

3. Search feature to get information from several repositories

4. Header with links for different customer activities such as creating a case

5. Links to information sources such as the knowledge base, community and customer support

27. Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

1. False

2. True

28. What is the purpose of a Catalog Item variable?

1. Allows the customer or consumer to qualify their answer

2. Opens a wizard to help a customer fill in a case form

3. Guides a customer by providing hints on case forms

4. Grants the customer the opportunity to ask a question

29. Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)

1. Customer service portal

2. Communities

3. Consumer service portal

4. Knowledge articles

5. Service catalog

30. Which roles can propose a case as a Major Case candidate? (Choose three.)

1. Customer case manager (sn_customerservice.customer_case_manager)

2. Major issue manager (sn_majorissue_mgt.major_issue_manager)

3. Customer service agent (sn_customerservice_agent)

4. Proxy contact (sn_customerservice.proxy_contact)

5. Customer service manager (sn_customerservice_manager)

31. What are the different resource matching methods on the Matching Rule form? (Choose four.)

1. Advanced

2. Scripted

3. Simple

4. Skill

5. Selection Criteria

6. Affinity

32. Which of the following is correct regarding the social med a channel?

1. Cases cannot be created from any of the social channels

2. Cases are NOT created automatically from any of the social channels

3. Cases can be created automatically depending on which social channel is used

4. Cases are created automatically from all of the social channels

33. Installing the Customer Service Management plugin activates:

1. Only one other plugin - Field Service Management Plugin

2. No other Plugins

3. Many other plugins at the same time

4. Only two other plugins - Portal and Case Management

34. Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

1. Manage cases

2. Manage requests

3. Execute assigned tasks

4. Manage assets

5. Close work orders

35. What are the advantages of leading indicators over lagging indicators? (Choose two.)

1. Retrospective

2. Hard to influence

3. Easy to influence

4. Prospective

36. Where should non-configurable attributes be stored?

1. Free text

2. Product Model Tables

3. Case Tables

4. Contract Table

37. What does a red highlight on a Case's Action status field indicate?

1. The case has been escalated and the priority increased

2. The SLA is nearly breached on the Case

3. The Case is blocked by other tasks or waiting for customer feedback

4. The case needs attention or is waiting for input / review

38. Agents and managers cannot create knowledge articles from Community questions.

1. False

2. True

39. Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)

1. Customer service manager (sn_customerservice_manager)

2. Customer service agent (sn_customerservice_agent)

3. Partner (sn_customerservice.partner)

4. Customer administrator (sn_customerservice.customer_admin)

40. Matching rules enhance assignment capability by ____________________.

1. Providing dynamic matching of cases to groups or individuals

2. Determining if account is a customer or partner

3. Matching best agent by availability

4. Matching best agent by skill

41. User criteria records may be applied to which knowledge items?

1. Knowledge Base and Article

2. Knowledge Base

3. Knowledge Base and Category

4. Knowledge Base Category and Article

42. What attribute/field is employed to construct the hierarchy of Install Base Items in a system?

1. Child Install Base Item

2. Configurable Attributes

3. Parent Install Base Item

4. Root Install Base Item

43. Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)

1. See the detailed configurations of the products and services deployed for a customer to determine the action needed

2. Monitor related operational services and configuration items that affect service health

3. Close an upsell of related products and services not yet purchased by a customer

4. Trace Information provided in a case to the right product or service to which it relates

44. What is required to enable the Follow the sun field on the Customer Service Case form?

1. The plugin ‘com.snc.csm_time_recording’ needs to be activated

2. The value property on the form must be set to true and the field added to the case form

3. The value property on the form must be set to true

4. Nothing, it is a standard field

45. From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)

1. Special Handling Note

2. Customer Service Application

3. Incident

4. Account

5. Chat

46. Which of the following is a required field in the Resolution Information tad in order to close a case?

1. Cause

2. Closed by

3. Closed

4. Resolution notes

47. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

1. Service Reporting

2. Service Monitoring

3. Proactive Case

4. Proactive Prevention

5. Service-Aware Install Base

6. Service-Aware CMDB

48. What is KCS (Knowledge Centered Services)?

1. An application that helps agents and managers to create cases from Knowledge articles

2. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

3. A dashboard with specific visualization of the different knowledge bases and categories

4. A documented methodology to provide a set of best practices for creating and maintaining knowledge

49. When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

1. FAQ

2. Request

3. Order

4. Contract

5. Monitoring

6. Billing

50. What does the case action status use to automatically determine the action status for Cases?

1. Case SLA

2. Case flows

3. Case task state

4. Case state

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

1. Customer Service Application

2. Contact

3. Account

4. Chat

52. Information in the Case Field ‘Contact’ is copied to which Incident Field?

1. Caller

2. User

3. Contact

4. Customer

53. After an assignment group is chosen, which mandatory step in Advanced Work Assignment (AWA) ensures the work is allocated to the appropriate agent?

1. Set up Skills for Agents

2. Set the Agent Experience

3. Define Assignment Rules

4. Configure Work Item Queues

54. Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

1. Create requests on behalf of customers

2. Create cases on behalf of customers

3. Manage cases on behalf of customer service agents

4. Manage requests on behalf of customer service agents

5. Manage major incident communication on behalf of a customer service manager

55. What is required to synchronize fields from a parent to a child case(s)?

1. The role of sn_customerservice.customer_case_manager must be assigned

2. Major Issue Management needs to be installed and certain properties enabled

3. No action required, this is a standard Customer Service Management feature

4. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

56. On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)

1. Partner admin

2. Customer contact

3. Partner contact

4. Customer admin

57. What determines how an escalation request is processed?

1. Escalation Severity

2. Escalation Justification

3. Escalation Rule

4. Escalation Template

58. Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

1. Define Work Item Queues (Where to route)

2. Define Assignment Rules (How to assign work items)

3. Set the Agent Experience (What agents see in their Workspace inbox)

4. Configure Service Channels (What to route)

59. What are the recommended good practices when running implementation workshops? (Choose three.)

1. Any financial implication of a decision should be handled by the delivery and sales team

2. Give the customers the data they need so they can make an informed decision

3. Enforce customers to adapt their processes towards the baseline processes

4. Engage with customers to gain deep understanding of their organization

5. Guide the customer toward industry best practices

60. Why would a customer service manager system administrator create want tabs on a dashboard?

1. Reports must be categorized by role on each dashboard

2. To better organize reports and widgets, and make it easier to share widgets

3. There's a finite number of widgets allowed per dashboard

4. Reports must be categorized by type on each dashboard

61. Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?

1. Auto-Responder

2. Self-Service Analytics

3. Proactive Customer Service Operations

4. Trending Topics

62. Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades. How many sequential project phases and exit gates are there in the Now Create Methodology?

1. Three

2. Five

3. Six

4. Four

63. Which of the following best describes how the CSM application uses the Asset table?

1. Because CSM Assets are managed differently from ITSM Assets ServiceNow uses different Asset Tables for CSM than it does for ITSM

2. CSM uses the Product table instead of the ITSM Asset table

3. CSM uses the Product Model table instead of the ITSM Asset table

4. ServiceNow uses the same Asset table for both CSM and ITSM, however CSM has a different subset of fields

64. What is a limitation regarding synchronization between a case and its associated work order?

1. When creating a work order from a case only the Account field on the work order form is filed in but not the Company field

2. If information changes on the Case form it is not updated on the Work Order form

3. The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized

4. Updates on a case or work order will only synchronize after the work order is approved

65. In the Customer Service Management space, what does the term asset management mean?

1. Financial, contractual and inventory information of assets

2. Tables in the Asset application

3. Tracking products or services customers are using

4. A set of business activities and processes used to track assets

66. Once a major case candidate is approved a major case is created. What then happens to the customer case?

1. The customer case becomes the parent case of the major case

2. The customer case will automatically be related to a problem

3. The customer case will be automatically closed

4. The customer case becomes a child case of the major case

67. During which Now Create stage are workshops conducted?

1. Close

2. Deliver

3. Execute

4. Initiate

5. Plan

68. Which data model should be employed to track a household where group of consumers share a common address?

1. Household with Consumer

2. Household with Customer Access Management

3. Consumer with Organizational

4. Consumer with Customer Access Management

69. What is included in an account relationship record? (Choose three.)

1. A source account

2. A target account

3. Parent/Child related records

4. The account relationship type that this relationship record is based on

5. Primary contact

70. What is the benefit of a phased release approach?

1. Delivery of core functionality quickly

2. Team members schedules are able to synchronize

3. More time to develop stories

4. Working across multiple systems of record

71. What should be done if an attribute about an Install Base item is merely for informational purposes?

1. Create an Install Base custom field

2. Document it in the product manual

3. Track it as an Install Base characteristic

4. Include it in the entitlement details

72. Which social media channels are NOT available out-of-box?

1. All of the above

2. None of the above

3. LinkedIn

4. Twitter

5. Facebook

73.  The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?

1. Customer admin (sn_customerservice.customer_admin)

2. Service organization administrator (sn_customerservice.service_organization_admin)

3. System administrator (admin)

4. Customer Service Manager (sn_customerservice_manager)

74. What do blue circles in the timeline of a case form represent?

1. Triggered SLAs

2. Activity updates

3. Customer comments

4. State changes

75. What are the three out-of-the-box playbooks for CSM? (Choose three.)

1. Case playbook for Complaints

2. Case playbook for Accounts

3. Case playbook for Billing

4. Case playbook for Product Support

5. Case playbook for Onboarding

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.