ServiceNow CIS CSM Exam Prep
SERVICENOW CIS CSM EXAM PREP NEWEST 2026/2027
ACTUAL EXAM COMPLETE 200 QUESTIONS AND CORRECT
DETAILED ANSWERS (VERIFIED ANSWERS) |ALREADY GRADED
A+||BRAND NEW VERSION!!
What is the default value in the Channel field when a new case is opened by a
customer in the Service Catalog, using the Customer Service Portal?
A. Web
B. Catalog
C. Portal
D. Virtual Agent
A. Web
When activating the Customer Service Management Demo Data plugin, which
case type is available besides product case?
A. Order
B. Contract
C. FAQ
D. Monitoring
E. Request
F. Billing
A. Order
What's the purpose of the Deactivate Special Handling Notes Scheduled Job?
A. Runs at the end of the month and deactivates all Special Handling notes more
than 30 days old
B. Runs weekly and must have the Active checkbox unchecked in order for Special
Handling notes to be deleted by the end of the week
C. Runs on demand by the System Admin who must set specific weekly schedules
and set only those that are priority 1-critical to be deactivated
1|Page
, ServiceNow CIS CSM Exam Prep
D. Runs daily at midnight, checks all active alerts and sets the status to Expired for
those that have reached their expiration dates
D. Runs daily at midnight, checks all active alerts and sets the status to Expired for
those that have reached their expiration dates
What does the Agent Whisper function do?
A. Lets agents and chat supervisors have a conversation without the requester
knowing
B. Lets the chat supervisors have a conversation with the requester without the
agent knowing
C. Lets agents have chat conversations with other agents without the requester
knowing
D. Lets agents and requesters have a conversation without the chat supervisor
knowing
A. Lets agents and chat supervisors have a conversation without the requester
knowing
Upon self-registration through the Consumer Service Portal, a record is created in:
(Choose two.)
A. Contact (customer_contact)
B. Consumer User (csm_consumer-user)
C. Consumer (csm_consumer)
D. CSM User (csm_user)
B. Consumer User (csm_consumer-user)
C. Consumer (csm_consumer)
Who can create a customer service case from a community discussion? (Choose
two.)
A. Customer service agent (sn_customerservice_agent)
B. Proxy case creator (sn_customerservice.proxy_case_creator)
C. Partner (sn_customerservice.partner)
D. Case Viewer (sn_customerservice.case_viewer)
2|Page
, ServiceNow CIS CSM Exam Prep
A. Customer service agent (sn_customerservice_agent)
B. Proxy case creator (sn_customerservice.proxy_case_creator)
The assignment workbench uses configurable matching criteria to evaluate agents
in a selected group and provide an overall ranking. What are the different types of
criteria available for the assignment workbench? (Choose three.)
A. Correlation
B. Availability
C. Scripted
D. Simple Match
E. Aggregate
C. Scripted
D. Simple Match
E. Aggregate
Asset classes are defined to allow for logical grouping of assets. There are five
asset classes provided to group assets, each Asset class provides unique
functionality for that group of Assets in the platform. Which of the following are
the asset classes used? (Choose five.)
A. Hardware assets
B. Facility assets
C. Configuration assets
D. Software licenses assets
E. Enterprise Software assets
F. Network assets
G. Consumables assets
A. Hardware assets
B. Facility assets
D. Software licenses assets
E. Enterprise Software assets
G. Consumables assets
3|Page
, ServiceNow CIS CSM Exam Prep
Which of the following best describes how the CSM application uses the Asset
table?
A. CSM uses the Product table instead of the ITSM Asset table
B. CSM uses the Product Model table instead of the ITSM Asset table
C. ServiceNow uses the same Asset table for both CSM and ITSM, however CSM
has a different subset of fields
D. Because CSM Assets are managed differently from ITSM Assets ServiceNow
uses different Asset Tables for CSM than it does for ITSM
C. ServiceNow uses the same Asset table for both CSM and ITSM, however CSM
has a different subset of fields
A consumer service agent receives and accepts a case which was created by a
consumer. The agent needs and requests more information from the consumer.
After receiving the information, the agent proposes a solution that is accepted by
the consumer. Given this scenario, what is the chronological order of case states
used to manage this case?
A. New > Work in Progress > On Hold > Work in Progress > Resolved > Closed
B. New > Open > Work in Progress > Solution Proposed > Closed
C. Open > Pending > Work in Progress > Resolved > Closed
D. New > Open > Awaiting Info > Open > Resolved > Closed
D. New > Open > Awaiting Info > Open > Resolved > Closed
What are the types of matching criteria for Customer Service? (Choose four.)
A. Matching Skills
B. Last Assigned
C. Certifications
D. Distance
E. Assigned Cases
F. Availability Today
G. Partner Hours
A. Matching Skills
B. Last Assigned
4|Page
SERVICENOW CIS CSM EXAM PREP NEWEST 2026/2027
ACTUAL EXAM COMPLETE 200 QUESTIONS AND CORRECT
DETAILED ANSWERS (VERIFIED ANSWERS) |ALREADY GRADED
A+||BRAND NEW VERSION!!
What is the default value in the Channel field when a new case is opened by a
customer in the Service Catalog, using the Customer Service Portal?
A. Web
B. Catalog
C. Portal
D. Virtual Agent
A. Web
When activating the Customer Service Management Demo Data plugin, which
case type is available besides product case?
A. Order
B. Contract
C. FAQ
D. Monitoring
E. Request
F. Billing
A. Order
What's the purpose of the Deactivate Special Handling Notes Scheduled Job?
A. Runs at the end of the month and deactivates all Special Handling notes more
than 30 days old
B. Runs weekly and must have the Active checkbox unchecked in order for Special
Handling notes to be deleted by the end of the week
C. Runs on demand by the System Admin who must set specific weekly schedules
and set only those that are priority 1-critical to be deactivated
1|Page
, ServiceNow CIS CSM Exam Prep
D. Runs daily at midnight, checks all active alerts and sets the status to Expired for
those that have reached their expiration dates
D. Runs daily at midnight, checks all active alerts and sets the status to Expired for
those that have reached their expiration dates
What does the Agent Whisper function do?
A. Lets agents and chat supervisors have a conversation without the requester
knowing
B. Lets the chat supervisors have a conversation with the requester without the
agent knowing
C. Lets agents have chat conversations with other agents without the requester
knowing
D. Lets agents and requesters have a conversation without the chat supervisor
knowing
A. Lets agents and chat supervisors have a conversation without the requester
knowing
Upon self-registration through the Consumer Service Portal, a record is created in:
(Choose two.)
A. Contact (customer_contact)
B. Consumer User (csm_consumer-user)
C. Consumer (csm_consumer)
D. CSM User (csm_user)
B. Consumer User (csm_consumer-user)
C. Consumer (csm_consumer)
Who can create a customer service case from a community discussion? (Choose
two.)
A. Customer service agent (sn_customerservice_agent)
B. Proxy case creator (sn_customerservice.proxy_case_creator)
C. Partner (sn_customerservice.partner)
D. Case Viewer (sn_customerservice.case_viewer)
2|Page
, ServiceNow CIS CSM Exam Prep
A. Customer service agent (sn_customerservice_agent)
B. Proxy case creator (sn_customerservice.proxy_case_creator)
The assignment workbench uses configurable matching criteria to evaluate agents
in a selected group and provide an overall ranking. What are the different types of
criteria available for the assignment workbench? (Choose three.)
A. Correlation
B. Availability
C. Scripted
D. Simple Match
E. Aggregate
C. Scripted
D. Simple Match
E. Aggregate
Asset classes are defined to allow for logical grouping of assets. There are five
asset classes provided to group assets, each Asset class provides unique
functionality for that group of Assets in the platform. Which of the following are
the asset classes used? (Choose five.)
A. Hardware assets
B. Facility assets
C. Configuration assets
D. Software licenses assets
E. Enterprise Software assets
F. Network assets
G. Consumables assets
A. Hardware assets
B. Facility assets
D. Software licenses assets
E. Enterprise Software assets
G. Consumables assets
3|Page
, ServiceNow CIS CSM Exam Prep
Which of the following best describes how the CSM application uses the Asset
table?
A. CSM uses the Product table instead of the ITSM Asset table
B. CSM uses the Product Model table instead of the ITSM Asset table
C. ServiceNow uses the same Asset table for both CSM and ITSM, however CSM
has a different subset of fields
D. Because CSM Assets are managed differently from ITSM Assets ServiceNow
uses different Asset Tables for CSM than it does for ITSM
C. ServiceNow uses the same Asset table for both CSM and ITSM, however CSM
has a different subset of fields
A consumer service agent receives and accepts a case which was created by a
consumer. The agent needs and requests more information from the consumer.
After receiving the information, the agent proposes a solution that is accepted by
the consumer. Given this scenario, what is the chronological order of case states
used to manage this case?
A. New > Work in Progress > On Hold > Work in Progress > Resolved > Closed
B. New > Open > Work in Progress > Solution Proposed > Closed
C. Open > Pending > Work in Progress > Resolved > Closed
D. New > Open > Awaiting Info > Open > Resolved > Closed
D. New > Open > Awaiting Info > Open > Resolved > Closed
What are the types of matching criteria for Customer Service? (Choose four.)
A. Matching Skills
B. Last Assigned
C. Certifications
D. Distance
E. Assigned Cases
F. Availability Today
G. Partner Hours
A. Matching Skills
B. Last Assigned
4|Page
