SERVICENOW CSM EXAM QUESTIONS
WITH VERIFIED ANSWERS. A+ GRADE
2025/2026.
From where can an agent create a CSM Case - ANS Chat
How many sequential projects phases and exit gates are there in the now create methodology -
ANS five
How can multiple service catalogs be made available on the customer service portal -
ANS include them in the list of service catalogs on the customer service portal record
What happens to a case whenever the state of one of the associated IT Service Management
record is updated - ANS the case work notes are updated automatically
as an agent you can report a knowledge gap. if you cannot find relevant articles that could help
resolve a case. which action is required to create the knowledge gap - ANS use related links
on the case form to report a knowledge gap
based on which out-of-box attribute can special handling notes be applied to cases -
ANS product, account, contact
external customers can view the problem, change and request records associate their customer
service cases from the customer service portal .which can approve in relation via the portal -
ANS change records and request records
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
, the default configuration automatically closes resolved cases after how many days -
ANS cases are not automatically closed by default
which roles are considered external - ANS customer
admin[sn_customerservice.customer_admin], partner
admin[sn_customerservice.partner_admin]
in advanced work assignment what does the overflow assignment capability do if defined -
ANS when one support group reaches capacity the work item is automatically routed to
another group
the csm application has a feature that can be used to filter records in csm-related table which
are accessible by users with csm roles. this feature makes it unnecessary to create business
logic for those persona access the data. what is this feature - ANS csm query rules
what are different work assignment affinity types - ANS account team responsibility,
historical, related task
when implementing knowledge product entitlements, what is enabled when activating the
enable access control knowledge article system property - ANS allows access to knowledge
articles that are related to products owned by a customer
what are the types of matching criteria for customer service - ANS matching skills, last
assigned, assigned cases, availability today
when proactive customer service operations is implemented which additional fields could be
used - ANS install base item, sold product
when the virtual agent plugin is installed NLU is activated but is not available for use until what
two configurations are completed - ANS chooses the NLU service provider, enable NLU in
virtual agents
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
WITH VERIFIED ANSWERS. A+ GRADE
2025/2026.
From where can an agent create a CSM Case - ANS Chat
How many sequential projects phases and exit gates are there in the now create methodology -
ANS five
How can multiple service catalogs be made available on the customer service portal -
ANS include them in the list of service catalogs on the customer service portal record
What happens to a case whenever the state of one of the associated IT Service Management
record is updated - ANS the case work notes are updated automatically
as an agent you can report a knowledge gap. if you cannot find relevant articles that could help
resolve a case. which action is required to create the knowledge gap - ANS use related links
on the case form to report a knowledge gap
based on which out-of-box attribute can special handling notes be applied to cases -
ANS product, account, contact
external customers can view the problem, change and request records associate their customer
service cases from the customer service portal .which can approve in relation via the portal -
ANS change records and request records
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
, the default configuration automatically closes resolved cases after how many days -
ANS cases are not automatically closed by default
which roles are considered external - ANS customer
admin[sn_customerservice.customer_admin], partner
admin[sn_customerservice.partner_admin]
in advanced work assignment what does the overflow assignment capability do if defined -
ANS when one support group reaches capacity the work item is automatically routed to
another group
the csm application has a feature that can be used to filter records in csm-related table which
are accessible by users with csm roles. this feature makes it unnecessary to create business
logic for those persona access the data. what is this feature - ANS csm query rules
what are different work assignment affinity types - ANS account team responsibility,
historical, related task
when implementing knowledge product entitlements, what is enabled when activating the
enable access control knowledge article system property - ANS allows access to knowledge
articles that are related to products owned by a customer
what are the types of matching criteria for customer service - ANS matching skills, last
assigned, assigned cases, availability today
when proactive customer service operations is implemented which additional fields could be
used - ANS install base item, sold product
when the virtual agent plugin is installed NLU is activated but is not available for use until what
two configurations are completed - ANS chooses the NLU service provider, enable NLU in
virtual agents
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
