©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
ServiceNow CSM CIS Exam Questions
and Answers 100% Pass
Which of the following are channels?
o A. Contacts
o B. Web
o C. Chat
o D. Article - ✔✔Answer: B, C - Web & Chat
What is required to enable the Follow the sun field on the Customer
Service Case form?
o A. Nothing, it is a standard field
o B. The value property on the form must be set to true
o C. The plugin 'com.snc.csm_time_recording' needs to be activated
o D. The value property on the form must be set to true and the field added
to the case form - ✔✔Answer: D - The value property on the form must be
set to true and the field added to the case form
,©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
https://docs.servicenow.com/bundle/paris-customer-service-
management/page/product/customer-service-
management/task/t_CreateACaseFromCustServApp.html
How many outbound email accounts are supported? - ✔✔Answer: One
https://docs.servicenow.com/bundle/paris-servicenow-
platform/page/administer/notification/concept/c_EmailAccounts.html
How many open frame configurations can you have? - ✔✔Answer:
Unlimited
https://docs.servicenow.com/bundle/paris-customer-service-
management/page/product/customer-service-
management/concept/c_OpenFrameOverview.html
What should be emphasized when designing solutions? (Choose three.)
o A. Minimize customizations
o B. Focus Out-of-the-box functionality
o C. Design for Scalability
o D. Mobile friendly functionality - ✔✔Answer: A, B, C
Minimize customizations
,©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
Focus Out-of-the-box functionality
Design for Scalability
What do blue circles in the timeline of a case form represent?
o A. Note
o B. State
o C. Activity
o D. Comment - ✔✔Answer: B - State
https://docs.servicenow.com/bundle/paris-customer-service-
management/page/product/customer-service-
management/reference/r_CustomerServiceCaseTimeline.html
Predictive Intelligence improves Case management by:
A. Predicting what values should have gone into empty fields in historical
records
B. Reducing the number of records needed to accurately predict a value
C. Replacing legacy routing rules
D. Predicting Case values without manual intervention - ✔✔Answer: D -
Predicting Case values without manual intervention
, ©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
See pg. 95 of workbook
https://docs.servicenow.com/bundle/orlando-customer-service-
management/page/product/customer-service-management/task/agent-
intelligence-csm-use.html
What are default channels from the portal?
o Web
o Chat
o Email
o Social - ✔✔Answer: Web, Chat, Email
https://docs.servicenow.com/bundle/orlando-customer-service-
management/page/product/customer-service-
management/concept/configure-csm-omni-channel.html
Which social media channels are NOT available out-of-box?
A. Facebook
B. Twitter
C. LinkedIn
D. All of the above
E. None of the above - ✔✔Answer: D - All of the Above
ServiceNow CSM CIS Exam Questions
and Answers 100% Pass
Which of the following are channels?
o A. Contacts
o B. Web
o C. Chat
o D. Article - ✔✔Answer: B, C - Web & Chat
What is required to enable the Follow the sun field on the Customer
Service Case form?
o A. Nothing, it is a standard field
o B. The value property on the form must be set to true
o C. The plugin 'com.snc.csm_time_recording' needs to be activated
o D. The value property on the form must be set to true and the field added
to the case form - ✔✔Answer: D - The value property on the form must be
set to true and the field added to the case form
,©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
https://docs.servicenow.com/bundle/paris-customer-service-
management/page/product/customer-service-
management/task/t_CreateACaseFromCustServApp.html
How many outbound email accounts are supported? - ✔✔Answer: One
https://docs.servicenow.com/bundle/paris-servicenow-
platform/page/administer/notification/concept/c_EmailAccounts.html
How many open frame configurations can you have? - ✔✔Answer:
Unlimited
https://docs.servicenow.com/bundle/paris-customer-service-
management/page/product/customer-service-
management/concept/c_OpenFrameOverview.html
What should be emphasized when designing solutions? (Choose three.)
o A. Minimize customizations
o B. Focus Out-of-the-box functionality
o C. Design for Scalability
o D. Mobile friendly functionality - ✔✔Answer: A, B, C
Minimize customizations
,©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
Focus Out-of-the-box functionality
Design for Scalability
What do blue circles in the timeline of a case form represent?
o A. Note
o B. State
o C. Activity
o D. Comment - ✔✔Answer: B - State
https://docs.servicenow.com/bundle/paris-customer-service-
management/page/product/customer-service-
management/reference/r_CustomerServiceCaseTimeline.html
Predictive Intelligence improves Case management by:
A. Predicting what values should have gone into empty fields in historical
records
B. Reducing the number of records needed to accurately predict a value
C. Replacing legacy routing rules
D. Predicting Case values without manual intervention - ✔✔Answer: D -
Predicting Case values without manual intervention
, ©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
See pg. 95 of workbook
https://docs.servicenow.com/bundle/orlando-customer-service-
management/page/product/customer-service-management/task/agent-
intelligence-csm-use.html
What are default channels from the portal?
o Web
o Chat
o Email
o Social - ✔✔Answer: Web, Chat, Email
https://docs.servicenow.com/bundle/orlando-customer-service-
management/page/product/customer-service-
management/concept/configure-csm-omni-channel.html
Which social media channels are NOT available out-of-box?
A. Facebook
B. Twitter
C. LinkedIn
D. All of the above
E. None of the above - ✔✔Answer: D - All of the Above
