ServiceNow CIS CSM
Exam Study Guide 2026 |
Practice Questions,
Answers & Customer
Service Management
Certification Prep
2026) | Graded A+ |
Guaranteed success|
Updated 2026 Questions and Answers
100% Verified Exam Prep and Comprehensive
Rationales
Included
,What should be emphasized when designing solutions? Answer: A, B, C
(Choose three.) Minimize customizations
o A. Minimize customizations Focus Out-of-the-box functionality
o B. Focus Out-of-the-box functionality Design for Scalability
o C. Design for Scalability
o D. Mobile friendly functionality
What do blue circles in the timeline of a case form Answer: B - State
represent?
o A. Note https://docs.servicenow.com/bundle/paris-customer-service-
o B. State management/page/product/customer-service-
o C. Activity management/reference/r_CustomerServiceCaseTimeline.html
o D. Comment
Predictive Intelligence improves Case management by: Answer: D - Predicting Case values without manual intervention
A. Predicting what values should have gone into empty
fields in historical records See pg. 95 of workbook
B. Reducing the number of records needed to accurately https://docs.servicenow.com/bundle/orlando-customer-service-
predict a value management/page/product/customer-service-management/task/agent-
C. Replacing legacy routing rules intelligence-csm-use.html
D. Predicting Case values without manual intervention
What are default channels from the portal? Answer: Web, Chat, Email
o Web
o Chat https://docs.servicenow.com/bundle/orlando-customer-service-
o Email management/page/product/customer-service-management/concept/configure-
o Social csm-omni-channel.html
Which social media channels are NOT available out-of- Answer: D - All of the Above
box?
A. Facebook You can implement any of them, but none are set up by default.
B. Twitter
C. LinkedIn Verified in portal.
D. All of the above
E. None of the above
Predictive Intelligence improves triage quality by Answer: C, D - Case Categorization & Case Prioritization
eliminating the guesswork. Predictive Intelligence
supports which of the following decisions? (Choose two.) https://docs.servicenow.com/bundle/paris-performance-analytics-and-
A. Case Escalation reporting/page/administer/predictive-intelligence/concept/predictive-
B. Case State intelligence.html
C. Case Categorization
D. Case Prioritization
What is the purpose of a Catalog Item variable? Answer: D - Allows the consumer to qualify their answer
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
, In the Customer Service Management space, what does Answer: A - Financial, contractual and inventory information of assets
the term asset management mean?
A. Financial, contractual and inventory information of https://docs.servicenow.com/bundle/paris-it-service-
assets management/page/product/asset-
B. A set of business activities and processes used to track management/concept/c_AssetManagement.html
assets
C. Tables in the Asset application
D. Tracking products or services customers are using
What should be part of the pre-engagement collateral? Answer: B, Scoping Guide
A. Frequently Asked Questions (FAQ)
B. Scoping Guide See pg. 265 in workbook
C. Customer Service roles template
D. Stock Keeping Unit (SKU) and pricing sheet
What are the key self-service functions of the Customer Answer: A, B, D - Community, Knowledge Base, Service Catalog
Support Portal? (Choose three.)
A. Community https://docs.servicenow.com/bundle/paris-customer-service-
B. Knowledge Base management/page/product/customer-service-management/task/use-the-
C. Open An Incident customer-portal.html
D. Service Catalog
E. Something else was here
Users with the sn_customerservice.proxy_contact role can Answer: B, D - Create cases on behalf of customers & Create requests on behalf
do which of the following? (Choose two.) of customers
A. Manage cases on behalf of customer service agents
B. Create cases on behalf of customers https://docs.servicenow.com/bundle/paris-customer-service-
C. Manage requests on behalf of customer service management/page/product/customer-service-management/concept/employee-
agents create-case-for-customer.html
D. Create requests on behalf of customers
E. Manage major incident communication on behalf of a
customer service manager
What are the conditions that matching rules are based Answer: A, D - Agent resources best suited to work on a case & Specific case
on? (Choose two.) attributes
A. Agent resources best suited to work on a case
B. Specific routing rules https://docs.servicenow.com/bundle/geneva-customer-service-
C. Filters set up in advanced work assignment management/page/product/customer_service_management/concept/c_CaseRouti
D. Specific case attributes ng.html
What cannot be done from FSM mobile while offline? Answer: C - Open Work Orders
A. Manage Assets
B. Track Time Stamp of Updated Tasks See pg. 251 in workbook
C. Open Work Orders https://docs.servicenow.com/bundle/paris-field-service-
D. Close Work Orders management/page/product/field-service-management/concept/work-offline-
E. Complete Work Order Tasks fieldservice-mobile.html
Exam Study Guide 2026 |
Practice Questions,
Answers & Customer
Service Management
Certification Prep
2026) | Graded A+ |
Guaranteed success|
Updated 2026 Questions and Answers
100% Verified Exam Prep and Comprehensive
Rationales
Included
,What should be emphasized when designing solutions? Answer: A, B, C
(Choose three.) Minimize customizations
o A. Minimize customizations Focus Out-of-the-box functionality
o B. Focus Out-of-the-box functionality Design for Scalability
o C. Design for Scalability
o D. Mobile friendly functionality
What do blue circles in the timeline of a case form Answer: B - State
represent?
o A. Note https://docs.servicenow.com/bundle/paris-customer-service-
o B. State management/page/product/customer-service-
o C. Activity management/reference/r_CustomerServiceCaseTimeline.html
o D. Comment
Predictive Intelligence improves Case management by: Answer: D - Predicting Case values without manual intervention
A. Predicting what values should have gone into empty
fields in historical records See pg. 95 of workbook
B. Reducing the number of records needed to accurately https://docs.servicenow.com/bundle/orlando-customer-service-
predict a value management/page/product/customer-service-management/task/agent-
C. Replacing legacy routing rules intelligence-csm-use.html
D. Predicting Case values without manual intervention
What are default channels from the portal? Answer: Web, Chat, Email
o Web
o Chat https://docs.servicenow.com/bundle/orlando-customer-service-
o Email management/page/product/customer-service-management/concept/configure-
o Social csm-omni-channel.html
Which social media channels are NOT available out-of- Answer: D - All of the Above
box?
A. Facebook You can implement any of them, but none are set up by default.
B. Twitter
C. LinkedIn Verified in portal.
D. All of the above
E. None of the above
Predictive Intelligence improves triage quality by Answer: C, D - Case Categorization & Case Prioritization
eliminating the guesswork. Predictive Intelligence
supports which of the following decisions? (Choose two.) https://docs.servicenow.com/bundle/paris-performance-analytics-and-
A. Case Escalation reporting/page/administer/predictive-intelligence/concept/predictive-
B. Case State intelligence.html
C. Case Categorization
D. Case Prioritization
What is the purpose of a Catalog Item variable? Answer: D - Allows the consumer to qualify their answer
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
, In the Customer Service Management space, what does Answer: A - Financial, contractual and inventory information of assets
the term asset management mean?
A. Financial, contractual and inventory information of https://docs.servicenow.com/bundle/paris-it-service-
assets management/page/product/asset-
B. A set of business activities and processes used to track management/concept/c_AssetManagement.html
assets
C. Tables in the Asset application
D. Tracking products or services customers are using
What should be part of the pre-engagement collateral? Answer: B, Scoping Guide
A. Frequently Asked Questions (FAQ)
B. Scoping Guide See pg. 265 in workbook
C. Customer Service roles template
D. Stock Keeping Unit (SKU) and pricing sheet
What are the key self-service functions of the Customer Answer: A, B, D - Community, Knowledge Base, Service Catalog
Support Portal? (Choose three.)
A. Community https://docs.servicenow.com/bundle/paris-customer-service-
B. Knowledge Base management/page/product/customer-service-management/task/use-the-
C. Open An Incident customer-portal.html
D. Service Catalog
E. Something else was here
Users with the sn_customerservice.proxy_contact role can Answer: B, D - Create cases on behalf of customers & Create requests on behalf
do which of the following? (Choose two.) of customers
A. Manage cases on behalf of customer service agents
B. Create cases on behalf of customers https://docs.servicenow.com/bundle/paris-customer-service-
C. Manage requests on behalf of customer service management/page/product/customer-service-management/concept/employee-
agents create-case-for-customer.html
D. Create requests on behalf of customers
E. Manage major incident communication on behalf of a
customer service manager
What are the conditions that matching rules are based Answer: A, D - Agent resources best suited to work on a case & Specific case
on? (Choose two.) attributes
A. Agent resources best suited to work on a case
B. Specific routing rules https://docs.servicenow.com/bundle/geneva-customer-service-
C. Filters set up in advanced work assignment management/page/product/customer_service_management/concept/c_CaseRouti
D. Specific case attributes ng.html
What cannot be done from FSM mobile while offline? Answer: C - Open Work Orders
A. Manage Assets
B. Track Time Stamp of Updated Tasks See pg. 251 in workbook
C. Open Work Orders https://docs.servicenow.com/bundle/paris-field-service-
D. Close Work Orders management/page/product/field-service-management/concept/work-offline-
E. Complete Work Order Tasks fieldservice-mobile.html
