CSM Exam Questions and Answers Latest Updated 2025

CSM Exam Questions and Answers Latest Updated 2025 1. While working on a case, the search does not find related cases that are useful to solve the issue. What are the steps to report a knowledge gap? a) Create a community question; b) Click Create Knowledge button; c) Something else; d) Go to the related list for Knowledge Gaps and add an entry d) 2. Benefits of proactive customer service operations include? a) Resolve Issues Faster; b) Lower Inbound Call Volume; c) Proactively create a case after identifying service disruptions; d) Associate outage information to a case to improve customer visibility; e) All of the above e) 3. When does UAT testing usually happen? a) A week before Go-Live; b) A week after Go-Live; c) 2-3 weeks before Go-Live; d) 4-6 weeks before Go-Live d) 4. When installing virtual agent, NLU is activated but what needs to be done to enable it for use? (Select 2) a) Configure NLU Intent; b) Configure NLU Entity; c) Enable it for use; d) Select NLU Provider c) , d) 5. Special handling notes can be assigned to what? (Select 3) a) Accounts; b) Products; c) Contacts; d) Customers; e) Consumers a), b), c) 6. A Major Issue has been reported. What state will this get? a) Major; b) Moderate; c) High; d) Critical; e) None of these e) 7. In the Customer Service Management space, what does the term asset management mean? a) Financial, contractual and inventory information of assets; b) A set of business activities and processes used to track assets; c) Tables in the Asset application; d) Tracking products or services customers are using a) Bobi answered d) 8. Who utilizes special handling notes? a) Consumers; b) Agents; c) Customers b) 9. When on the asset form and adding an asset contact, you can choose from the following contacts (select 3). a) Proxy contact list; b) External database; c) Contacts from the account; d) Contacts from account relationship; e) Partner contacts c), d), e) 10. Record in which table is created when a consumer submits a self-registration request? (Select 2) a) csm_consumer; b) csm_consumer_user; c) consumer_contact; a), b) 11. What field must be enabled to include the case type selection feature on CSM Workspace? a) Available in Workspace; b) Case Type Form a) To make a case type available for selection with the Create Case UI action in the CSM workspaces requires one additional configuration step. The system administrator must enable the Available in Workspace field on the Case Type form. Note: This field applies only to the CSM workspaces. All case types are available for selection in the platform interface regardless of the setting in the Available in Workspace field. 12. What criteria can be used to determine when a new inbound case should be opened? a) When a new customer is created; b) When an internal problem occurs; c) When a customer has a question or issue to resolve; d) When we have new marketing material for a customer c) 13. What do blue circles in the timeline of a case form represent? a) Note; b) State; c) Activity; d) Comment b) 14. Which is true about Contact Local Time Zone? a) Existing cases have it updated from customer profile; b) Customer can override; c) It is not based on customer profile a) 15. What is required to enable the Follow the sun field on the Customer Service Case form? a) Nothing, it is a standard field; b) The value property on the form must be set to true; c) The plugin '_time_recording' needs to be activated; d) The value property on the form must be set to true and field added to the case form d) A check box to indicate that a case should be handed-off for global follow-up. If a customer enters additional comments on a Priority 1 - Critical or a Priority 2 - High case, or if the case is escalated, the flag is automatically selected. You can also manually select the check box. The activity stream on the case form is updated with any changes. Note: Enable the Follow the sun check box on the Customer Service case form by setting the value of the property sn_customerservice.FTS_flag_enabled to true. Configure the form layout to add this field to the Case form. 16. What types of integrations are available for Customer Service Management? a) Data; b) Program; c) SOAP; d) SyncQ a) The third-party data integration feature enables you to retrieve data from third-party applications and display the data in Agent Workspace for CSM without having to store it in your ServiceNow instance. 17. How many NLU (Natural Language Understanding) processing engines are allowed? One 18. What role is required when integrating with other systems? a) Admin; b) IT; c) Security a) 19. What is available to a customer (sn_mer) by default on portal? (Choose 4) a) Knowledgebase; b) Search; c) View Contacts; d) Case; e) Community a), b), d), e) 20. What are the Forum User Types? (Choose three.) a) Admin; b) Registered; c) Public; d) Custom; e) Moderator b), c), e) Viki checked b), c), d) - all types are Public, Registered, Custom, Membership 21. If the Create Problem UI is not available as a case option for an agent, what could be the reason? a) Agents cannot create problems from a case; b) A problem has already been reported; c) An incident has already been reported; d) The case is already a Major Case a) Viki thinks b) Integration with the Problem Management application enables customer service agents to create problem records from cases or associate existing problem records to cases. A case can be associated with one problem. If a case is already associated with a problem, the Create Problem item does not appear on the Additional Actions menu. The following roles enable customer service agents to view and create problems for customer service cases. sn_problem_read sn_problem_write 22. What are the key self-service functions of the Consumer Service Portal? (Choose three.) a) Community; b) Knowledge Base; c) Open An Incident; d) Service Catalog; e) Something else was here a), b), d)