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Latest ServiceNow CIS-CSM Exam Questions and Answers, 2025 Update | SPOTO

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Question #1
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
A. APartner admin
B. BPartner contact
C. CCustomer admin
D. DCustomer contact
View answer
Correct Answer: AC
Question #2
Agents and managers cannot create knowledge articles from Community questions.
A. True
B. Falsecorrect
View answer
Correct Answer: B
Question #3
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. Can Read user criteria
B. Whitelist all other groups from the Knowledge Base
C. Hide the Knowledge Base from the Knowledge Base Portal
D. Cannot Contribute user criteria
View answer
Correct Answer: AD
Question #4
What should be emphasized when designing solutions? (Choose three.)
A. Minimize customizationscorrect
B. Focus Out-of-the-box functionalitycorrect
C. Design for Scalabilitycorrect
D. Mobile friendly functionalitycorrect
View answer
Correct Answer: ABCD
Question #5
Who can create a customer service case from a community discussion? (Choose two.)
A. Customer service agent (sn_customerservice_agent)correct
B. Proxy case creator (sn_customerservice
C. Partner (sn_customerservice
D. Case Viewer (sn_customerservice
View answer
Correct Answer: AB
Question #6
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
A. Maybe
B. No
C. Yescorrect
D. I don't know
View answer
Correct Answer: C
Question #7
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.)
A. Imported external articles appear as attachments in ServiceNowcorrect
B. Only applications that allow WebDAV connections can be integratedcorrect
C. The imported article will have the same category it had in the source knowledge basecorrect
D. SharePoint blocks this integration
View answer
Correct Answer: ABC
Question #8
What is the final state of a case?
A. Resolved
B. Resolution Accepted
C. Completed
D. Closed
View answer
Correct Answer: D
Question #9
What role does the Engagement Manager play before the Workshop? (Choose two.)
A. Project Managercorrect
B. Acts as intermediary
C. Provides answers to technical problems
D. Assists with technical requirementscorrect
View answer
Correct Answer: AD
Question #10
What are the conditions that matching rules are based on? (Choose two.)
A. Agent resources best suited to work on a case
B. Specific routing rules
C. Filters set up in advanced work assignment
D. Specific case attributes
View answer
Correct Answer: AD
Question #11
Special Handling Notes can apply to which one of the following based on specific attributes?
A. Domain
B. Contactcorrect
C. Holiday
D. VIP
View answer
Correct Answer: B
Question #12
Read the use case below to determine if the customer service relationship is B2B or B2C.Mary Contrary experiences a power outage and call the electrical company. The agent determines the outageis local to the customer and scheduled a technician to Mary's house.
A. B2C
B. B2B
View answer
Correct Answer: A
Question #13
What are the Forum User Types? (Choose three.)
A. Admincorrect
B. Registeredcorrect
C. Publiccorrect
D. Custom
E. Moderatorcorrect
View answer
Correct Answer: ABCE
Question #14
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
A. Knowledge Articlecorrect
B. Accountscorrect
C. Chat
D. Casecorrect
View answer
Correct Answer: ABD
Question #15
Major Issue Management uses which one of the following capabilities?
A. overnance Risk and Control
B. argeted Communications
C. sset management
D. ecord producers
View answer
Correct Answer: B
Question #16
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
A. Contact (customer_contact)correct
B. Consumer User (csm_consumer-user)correct
C. Consumer (csm_consumer)correct
D. CSM User (csm_user)
View answer
Correct Answer: ABC
Question #17
Which of the following is a condition for matching rules?
A. Agent domain
B. Assignment
C. Switching
D. Specific case attributescorrect
View answer
Correct Answer: D
Question #18
What is required to synchronize fields from a parent to a child case(s)?
A. The advanced plugin (com
B. Major Issue Management needs to be installed and certain properties enabledcorrect
C. No action required, this is a standard Customer Service Management feature
D. The role of sn_customerservice
View answer
Correct Answer: B
Question #19
Major Issue Management uses which one of the following capabilities?
A. Governance Risk and Control
B. Targeted Communicationscorrect
C. Asset management
D. Record producers
View answer
Correct Answer: B
Question #20
What should be part of the pre-engagement collateral?
A. Frequently Asked Questions (FAQ)
B. Scoping Guide
C. Customer Service roles templatecorrect
D. Stock Keeping Unit (SKU) and pricing sheet
View answer
Correct Answer: C
Question #21
What one of the following is optional when creating a Catalog workflow?
A. Publishing the workflow
B. Defining workflow activities
C. Approving the workflow
D. Managing workflow versionscorrect
View answer
Correct Answer: D
Question #22
Matching rules enhance assignment capability by ____________________.
A. Matching best agent by availability
B. Providing dynamic matching of cases to groups or individuals
C. Determining if account is a customer or partner
D. Matching best agent by skillcorrect
View answer
Correct Answer: D
Question #23
If only one user reports a content for moderation, the content will be hidden.
A. rue
B. alse
View answer
Correct Answer: B
Question #24
If only one user reports a content for moderation, the content will be hidden.
A. True
B. Falsecorrect
View answer
Correct Answer: B
Question #25
Which service catalogs are available in the base instance customer portals? Choose 2 answers
A. Consumer Service
B. Product Service
C. Partner Service
D. Customer Service
View answer
Correct Answer: AD
Question #26
What module is used to create Case Record Producers?
A. Case Record Producers
B. Edit Records
C. Record Producerscorrect
D. Maintain Records
View answer
Correct Answer: C
Question #27
What do blue circles in the timeline of a case form represent?
A. Triggered SLAs
B. State changescorrect
C. Customer comments
D. Activity updates
View answer
Correct Answer: B
Question #28
Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)
A. Knowledge Product Entitlementscorrect
B. Data Policy
C. ACL
D. User Criteria
View answer
Correct Answer: A
Question #29
What does the Agent Whisper function do?
A. Lets agents and chat supervisors have a conversation without the requester knowingcorrect
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
View answer
Correct Answer: A
Question #30
Articles can provide the following: (Choose three.)
A. Document current and known issuescorrect
B. Provide answers and responses to common issues or questionscorrect
C. Information about customer’s service contract
D. Share product informationcorrect
View answer
Correct Answer: ABD

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