ServiceNow CSM CIS Exam (Orlando)| Questions and
answers | 2025/2026
Which of the following are channels? Answer: B, C - Web & Chat
o A. Contacts
o B. Web
o C. Chat
o D. Article
What is required to enable the Follow the Answer: D - The value property on the form must be set to
sun field on the Customer Service Case true and the field added to the case form
form?
o A. Nothing, it is a standard field https://docs.servicenow.com/bundle/paris-
o B. The value property on the form must customer-service-
be set to true management/page/product/customer-
o C. The plugin service-
'com.snc.csm_time_recording' needs to be management/task/t_CreateACaseFromCustSe
activated rvApp.html
o D. The value property on the form
must be set to true and the field
added to the case form
How many outbound email accounts are Answer: One
supported?
https://docs.servicenow.com/bundle/paris-servicenow-
platform/page/administer/notification/concept/c_EmailAccount
s.html
How many open frame configurations can Answer: Unlimited
you have?
https://docs.servicenow.com/bundle/paris-
customer-service-
management/page/product/customer-
service-
management/concept/c_OpenFrameOverv
,iew.html
,What should be emphasized when Answer: A, B, C
designing solutions? (Choose three.) Minimize
o A. Minimize customizations customizations
o B. Focus Out-of-the-box functionality Focus Out-of-the-box
functionality Design for
o C. Design for Scalability
Scalability
o D. Mobile friendly functionality
What do blue circles in the timeline of a Answer: B - State
case form represent?
o A. Note
https://docs.servicenow.com/bundle/paris-
o B. State customer-service-
o C. Activity management/page/product/customer-
o D. Comment service-
management/reference/r_CustomerServiceCa
seTimeline.html
Predictive Intelligence improves Case Answer: D - Predicting Case values without manual
management by: intervention
A. Predicting what values should have
gone into empty fields in historical See pg. 95 of workbook
records https://docs.servicenow.com/bundle/orlando-
B. Reducing the number of records customer-service-
needed to accurately predict a value management/page/product/customer-service-
C. Replacing legacy routing rules management/task/agent- intelligence-csm-
D. Predicting Case values without manual use.html
intervention
What are default channels from the portal? Answer: Web, Chat, Email
o Web
o Chat https://docs.servicenow.com/bundle/orlando-customer-
o Email service- management/page/product/customer-service-
management/concept/configure- csm-omni-
o Social
channel.html
Which social media channels are NOT Answer: D - All of the Above
available out-of- box?
A. Facebook
You can implement any of them, but none are
, B. Twitter set up by default. Verified in portal.
C. LinkedIn
D. All of the above
E. None of the above
Predictive Intelligence improves triage Answer: C, D - Case Categorization & Case Prioritization
quality by eliminating the guesswork.
Predictive Intelligence supports which of
https://docs.servicenow.com/bundle/paris-
the following decisions? (Choose two.)
performance-analytics-and-
A. Case Escalation
reporting/page/administer/predictive-
B. Case State intelligence/concept/predictive- intelligence.html
C. Case Categorization
D. Case Prioritization
What is the purpose of a Catalog Item Answer: D - Allows the consumer to qualify their answer
variable?
A. Allows the customer to ask a question
B. Provides hint to the user on the field
C. Opens a chat session with customer
support
D. Allows the customer or
consumer to qualify their answer
answers | 2025/2026
Which of the following are channels? Answer: B, C - Web & Chat
o A. Contacts
o B. Web
o C. Chat
o D. Article
What is required to enable the Follow the Answer: D - The value property on the form must be set to
sun field on the Customer Service Case true and the field added to the case form
form?
o A. Nothing, it is a standard field https://docs.servicenow.com/bundle/paris-
o B. The value property on the form must customer-service-
be set to true management/page/product/customer-
o C. The plugin service-
'com.snc.csm_time_recording' needs to be management/task/t_CreateACaseFromCustSe
activated rvApp.html
o D. The value property on the form
must be set to true and the field
added to the case form
How many outbound email accounts are Answer: One
supported?
https://docs.servicenow.com/bundle/paris-servicenow-
platform/page/administer/notification/concept/c_EmailAccount
s.html
How many open frame configurations can Answer: Unlimited
you have?
https://docs.servicenow.com/bundle/paris-
customer-service-
management/page/product/customer-
service-
management/concept/c_OpenFrameOverv
,iew.html
,What should be emphasized when Answer: A, B, C
designing solutions? (Choose three.) Minimize
o A. Minimize customizations customizations
o B. Focus Out-of-the-box functionality Focus Out-of-the-box
functionality Design for
o C. Design for Scalability
Scalability
o D. Mobile friendly functionality
What do blue circles in the timeline of a Answer: B - State
case form represent?
o A. Note
https://docs.servicenow.com/bundle/paris-
o B. State customer-service-
o C. Activity management/page/product/customer-
o D. Comment service-
management/reference/r_CustomerServiceCa
seTimeline.html
Predictive Intelligence improves Case Answer: D - Predicting Case values without manual
management by: intervention
A. Predicting what values should have
gone into empty fields in historical See pg. 95 of workbook
records https://docs.servicenow.com/bundle/orlando-
B. Reducing the number of records customer-service-
needed to accurately predict a value management/page/product/customer-service-
C. Replacing legacy routing rules management/task/agent- intelligence-csm-
D. Predicting Case values without manual use.html
intervention
What are default channels from the portal? Answer: Web, Chat, Email
o Web
o Chat https://docs.servicenow.com/bundle/orlando-customer-
o Email service- management/page/product/customer-service-
management/concept/configure- csm-omni-
o Social
channel.html
Which social media channels are NOT Answer: D - All of the Above
available out-of- box?
A. Facebook
You can implement any of them, but none are
, B. Twitter set up by default. Verified in portal.
C. LinkedIn
D. All of the above
E. None of the above
Predictive Intelligence improves triage Answer: C, D - Case Categorization & Case Prioritization
quality by eliminating the guesswork.
Predictive Intelligence supports which of
https://docs.servicenow.com/bundle/paris-
the following decisions? (Choose two.)
performance-analytics-and-
A. Case Escalation
reporting/page/administer/predictive-
B. Case State intelligence/concept/predictive- intelligence.html
C. Case Categorization
D. Case Prioritization
What is the purpose of a Catalog Item Answer: D - Allows the consumer to qualify their answer
variable?
A. Allows the customer to ask a question
B. Provides hint to the user on the field
C. Opens a chat session with customer
support
D. Allows the customer or
consumer to qualify their answer
