ServiceNow CIS - CSM (Customer Service Management) Questions and Correct Answers 2026/2027

ServiceNow CIS - CSM (Customer Service Management) Questions and Correct Answers 2026/2027 Requirements from workshops - Correct Answer are initially documented as stories which creates the product backlog The product backlog is sorted into - Correct Answer sprints Three options for logging stories - Correct Answer Centralized services portal, customer production instance, stand-alone engagement instance Normal Configuration - Correct Answer Applies to customer that says the want the system as-is Low Configuration - Correct Answer Applies to customers that wants to make minor changes to the base instance Major Configuration - Correct Answer Applies to any customer that wants to make significant changes to the base instance (large employee populations, varied business units) with custom integrations or language translations Drastic Configuration - Correct Answer Applies to any customer who suggests they would need exorbitant changes. Often have huge employee population, complex org structures, custom integrations or language translations. Customer kickoff (Initiate phase) - Correct Answer Should be done 2 weeks before workshops begin, should be 2-4 hours in length Releases are designed in the following ways - Correct Answer Release 1: build the foundation, organizational alignment, and knowledge Release 2 and subsequent: Expand scopre and/or capability Final implementation