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CIS-CSM Exam Questions & Answers

Certified Implementation Specialist - Customer Service Management  •  ServiceNow

257 Questions 130 min Updated Sep 2026 99% Pass Rate
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Sample CIS-CSM Questions

Practice with real exam-style questions, each with the verified correct answer and explanation.

Q1 MultipleChoice

When working with case types, what is the lowest level in the case type hierarchy called?

Correct Answer: A
Q2 MultipleChoice

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

Correct Answer: D
Explanation:

customer-service-management/reference/r_CustomerServiceCaseForm.html

Q3 MultipleChoice

Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?

Correct Answer: D
Explanation:

https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/major-candidate-child-case-types.html

Q4 MultipleChoice

Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

Correct Answer: C
Explanation:

https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/156

Q5 MultipleChoice

User criteria records may be applied to which knowledge items?

Correct Answer: C
Explanation:

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/knowledge-management/task/t_SelectUserCriteria.html

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Frequently Asked Questions

The CIS-CSM (Certified Implementation Specialist - Customer Service Management) is a ServiceNow certification that validates expertise in implementing and configuring the Customer Service Management module. It is designed for implementation consultants, system administrators, and IT professionals who work with ServiceNow CSM solutions.

There are no strict formal prerequisites, but ServiceNow recommends having hands-on experience with ServiceNow platform and the Customer Service Management module. It is beneficial to have completed relevant ServiceNow training courses and have practical implementation experience before attempting the exam.

The CIS-CSM exam typically consists of 60 multiple-choice questions and must be completed within 90 minutes. You need to achieve a passing score of approximately 70% to successfully obtain the certification.

The exam covers key CSM implementation topics including case management, customer service operations, knowledge management integration, service level agreements, and CSM configuration best practices. It also includes questions on data models, workflow automation, and customization within the ServiceNow CSM module.

You can register for the exam through the official ServiceNow certification portal or Pearson VUE testing centers. The exam fee is typically around $150 USD, though prices may vary by region and it is advisable to check the official ServiceNow certification website for current pricing and registration details.
Exam Details
  • Exam CodeCIS-CSM
  • VendorServiceNow
  • Total Questions257
  • Duration130 min
  • LanguageEnglish
  • Last UpdatedSep 4, 2026
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