Practice CIS-CSM Exam Online

Question 1

True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace. Options are :

A : False

B : True

Answer: B

Question 2

What does viewing a customer’s install base enable customer service agents to do? (Choose two.)

A :

See the detailed configurations of the products and services deployed for a customer to determine me action needed

B : Monitor alerts for operational services and configuration items that affect service health

C : Trace information provided m a case to the right product or service to which it relates

D : Close an upsell of related products and services not yet purchased by a customer

Answer: A,C

Question 3

Which table must be extended when creating a new case type?

A : Case (sn_customerservice_case)

B : Case Task (sn_customerservice_case_task)

C : Task (task)

D : Case Type (sn_case_type)

Answer: A

Question 4

What are the Forum User Types? (Choose three.)

A : Admin

B : Registered

C : Public

D : Custom

E : Moderator

Answer: B,C,E

Question 5

When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

A : Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)

B : Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)

C : Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)

D : Activation of the Customer Service plugin (com.sn_customerservice)

Answer: B

Name:	Certified Implementation Specialist - Customer Service Management
Exam Code:	CIS-CSM
Certification:	Certified Implementation Specialist
Vendor:	ServiceNow
Total Questions:	260
Last Updated:	Feb 10, 2026

ServiceNow CIS-CSM Answers