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ServiceNow CIS-CSM Exam Questions : ServiceNow Certified Implementation Specialist - Customer Service Management Exam
- Exam Code: CIS-CSM
- Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
- Updated: Sep 23, 2026
- Q&As: 261 Questions and Answers
About ServiceNow CIS-CSM Exam braindumps
Our IT experts update the ServiceNow Certified Implementation Specialist - Customer Service Management preparation labs regularly with the latest professional knowledge. Get 261 practice questions for the CIS-CSM exam at VCEPrep — current in 2026.
ServiceNow CIS-CSM Exam Overview:
| Certification Vendor: | ServiceNow |
|---|---|
| Exam Name: | ServiceNow Certified Implementation Specialist - Customer Service Management Exam |
| Exam Number: | CIS-CSM |
| Exam Format: | Multiple Select (multiple answers), Multiple Choice (single answer) |
| Certificate Validity Period: | 1 year, requires annual maintenance |
| Related Certifications: | ServiceNow Certified System Administrator (CSA) |
| Available Languages: | English |
| Real Exam Qty: | 60 |
| Exam Price: | $315 USD |
| Passing Score: | Predetermined cut score, approximately 70% |
| Exam Duration: | 90 minutes |
| Recommended Training: | ServiceNow Administration Fundamentals Customer Service Management Essentials |
| Exam Registration: | Official Exam Registration |
| Sample Questions: |  |
| Exam Way: | Online proctored (OnVUE) or onsite at Pearson VUE test centers |
| Pre Condition: | ServiceNow Certified System Administrator (CSA) certification required; recommended 6–12 months hands-on CSM implementation experience |
| Official Syllabus URL: | https://learning.servicenow.com/lxp/en/credentials/certified-implementation-specialist-customer-service-management?id=kb_article_view&sys_kb_id=3593762683fcf6100593bcffeeaad31a |
ServiceNow CIS-CSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Customer portals and service catalog setup - Platform analytics and reporting tools - Special handling notes, SLAs, and targeted communications |
| CSM Best Practices and Knowledge Management | 10% | - Article quality and search - CSM implementation best practices - Knowledge management functionality |
| CSM configuration | 38% | - Routing and assignment rules - Case types configuration - Supported communication channels - CSM application setup |
| Case management | 17% | - Major issue management - Case state flows and lifecycle - Case digests and service definitions - Case actions, tasks, and escalations - CSM workspace usage |
| CSM foundational data model | 27% | - Contracts and entitlements - Install base management - Product models - Business models |
CIS-CSM Exam FAQ — No Limits
The ServiceNow Certified Implementation Specialist - Customer Service Management blueprint spans 5 domains — including CSM foundational data model (27%), Case management (17%), CSM Workspace, Portals, Service Catalog, Analytics, and Reporting (8%). Work the domains in order of weight; the complete outline above lists every subtopic.
Yes — download the free ServiceNow Certified Implementation Specialist - Customer Service Management demo and experience the brand-new learning format before paying. Purchases include 365 days of free updates by email; renew afterward at 50% off.
90 minutes for 60 questions. The VCEPrep PC dumps' simulated test environment builds the pacing you need — practice without limits on time or place.
Through the vendor's official registration channels:
The ServiceNow Certified Implementation Specialist - Customer Service Management is delivered Online proctored (OnVUE) or onsite at Pearson VUE test centers — pick the arrangement that suits you when booking.
The ServiceNow Certified Implementation Specialist - Customer Service Management is ServiceNow's certification exam for Certified Implementation Specialist - Customer Service Management, at the Implementation Specialist level. It's harder than a driver's license test — but brand-new learning ways make it manageable. Related credentials include ServiceNow Certified System Administrator (CSA).
ServiceNow Certified System Administrator (CSA) certification required; recommended 6–12 months hands-on CSM implementation experience Eligibility rules change over time, so verify the current requirements on the official page (official CIS-CSM exam page) before registering.
Yes:
After any course, master the important skills with the 261 practice questions for the ServiceNow Certified Implementation Specialist - Customer Service Management — every answer expert-verified.
$315 USD per attempt, Predetermined cut score, approximately 70% to pass. Retakes cost the full fee, so prepare thoroughly — the 261 practice questions for the CIS-CSM exam at VCEPrep work as your personal think tank.
Upon successful payment, our system emails the ServiceNow Certified Implementation Specialist - Customer Service Management material automatically within about a minute — download the PDF at your convenience right away, with 24/7 help if nothing arrives within 2 hours. If you fail the corresponding CIS-CSM exam within 60 days of purchase, we return all money: send a scanned enrollment slip plus the official Score Report PDF within 2 days of the exam, processed within 7 days. Excluded: exams within 3 days of purchase, candidate names that don't match the payer, and free or expired products. Prefer a swap? Exchange for two equal-value dumps free. No hassle money.
ServiceNow Certified Implementation Specialist - Customer Service Management Sample Questions:
Question #1
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A. Auto Assessment
- B. Update Case Entitlement
- C. Apply Role by Customer
- D. Change Update to Close
Correct Answer: A,B 🗳️
Explanation: Only visible for VCEPrep members. You can sign-up / login (it's free).
Question #2
The default configuration automatically closes resolved Cases after how many days?
- A. 5 days
- B. Cases are not automatically closed by default Most Voted
- C. 10 days
- D. 3 days
Correct Answer: B 🗳️
Question #3
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application?
Choose 2 answers
- A. A partner and a third party are the same in ServiceNow's CSM application.
- B. A partner will own the relationship with their customer
- C. A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization.
- D. A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver, and support them on their behalf.
- E. A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering.
Correct Answer: C,D 🗳️
Question #4
Which roles can propose a case as a Major Case candidate? (Choose three.)
- A. Customer service agent (sn_customerservice_agent) Most Voted
- B. Proxy contact (sn_customerservice.proxy_contact)
- C. Major issue manager (sn_majorissue_mgt.major_issue_manager)
- D. Customer case manager (sn_customerservice.customer_case_manager)
- E. Customer service manager (sn_customerservice_manager) Most Voted
Correct Answer: A,C,E 🗳️
Question #5
Information about a customer's service contract is found in Knowledge.
- A. True
- B. False
Correct Answer: B 🗳️
Explanation: Only visible for VCEPrep members. You can sign-up / login (it's free).
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