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ServiceNow Certified Implementation Specialist - Customer Service Management : CIS-CSM Exam Questions
- 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 Certified Implementation Specialist - Customer Service Management Exam Braindumps
The customer is primary — our unshakable principle. The ServiceNow Certified Implementation Specialist - Customer Service Management test prep from VCEPrep proves it: 261 practice questions for the CIS-CSM exam, built with our researchers' whole wisdom.
ServiceNow CIS-CSM Exam Overview:
| Certification Vendor: | ServiceNow |
|---|---|
| Exam Name: | ServiceNow Certified Implementation Specialist - Customer Service Management |
| Exam Number: | CIS-CSM |
| Available Languages: | Japanese, English |
| Passing Score: | Pass or Fail |
| Certificate Validity Period: | Requires renewal through ServiceNow delta exams each release cycle |
| Real Exam Qty: | 60 |
| Exam Duration: | 90 minutes |
| Exam Format: | Multiple Select, Multiple Choice |
| Exam Price: | USD $450 |
| Related Certifications: | Customer Service Management Implementation ServiceNow Certified System Administrator (CSA) |
| Sample Questions: |  |
| Exam Way: | Online proctored exam or onsite testing through Pearson VUE |
| Pre Condition: | ServiceNow recommends completing Customer Service Management Fundamentals and Customer Service Management Implementation training. ServiceNow Certified System Administrator (CSA) knowledge is highly recommended. |
| Official Syllabus URL: | https://learning.servicenow.com/lxp/en/credentials/certified-implementation-specialist-customer-service-management |
ServiceNow CIS-CSM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Case Management | 17% | - Case State Flows
|
| CSM Foundational Data Model | 27% | - Install Base Management
|
| CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Special Handling Notes, SLAs, and Targeted Communications
|
| CSM Configuration | 38% | - Routing and Assignment
|
| CSM Best Practices and Knowledge Management | 10% | - CSM Best Practices
|
ServiceNow Certified Implementation Specialist - Customer Service Management Exam FAQ — High-Efficiency Answers
USD $450 per attempt, Pass or Fail to pass. A failed retake costs the full fee again — prepare efficiently with the 261 practice questions for the CIS-CSM exam at VCEPrep.
The ServiceNow Certified Implementation Specialist - Customer Service Management is ServiceNow's certification exam for CIS-Customer Service Management, at the Specialist level. Certification is how workers face new challenges and seize promotion chances. Related credentials include ServiceNow Certified System Administrator (CSA), Customer Service Management Implementation.
Yes — new customers get a free ServiceNow Certified Implementation Specialist - Customer Service Management demo, and regular customers enjoy constant promotions and membership discounts. Purchases include 365 days of free updates by email; renew afterward at 50% off.
The ServiceNow Certified Implementation Specialist - Customer Service Management blueprint spans 5 domains — including CSM Workspace, Portals, Service Catalog, Analytics, and Reporting (8%), CSM Configuration (38%), CSM Foundational Data Model (27%). Concentrate effort where the weight sits; the complete outline above lists every subtopic.
ServiceNow recommends completing Customer Service Management Fundamentals and Customer Service Management Implementation training. ServiceNow Certified System Administrator (CSA) knowledge is highly recommended. Eligibility rules change over time, so verify the current requirements on the official page (official CIS-CSM exam page) before registering.
90 minutes for 60 questions. Efficient preparation — steady timed practice with the VCEPrep engine — makes the real clock feel generous.
Upon successful payment, our system emails the ServiceNow Certified Implementation Specialist - Customer Service Management material to your mailbox automatically within about a minute — every transaction is secure, and strict private policies protect your information. If nothing arrives within 2 hours, check spam and contact our 24/7 service center. If you fail the corresponding CIS-CSM exam within 60 days of purchase, we refund in full: 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. Or exchange for two equal-value products free.
ServiceNow Certified Implementation Specialist - Customer Service Management Sample Questions:
Question #1
What are benefits of me Conversation History feature? (Choose two.)
- A. Better language management by flagging key words and alerting chat managers when agents use one or more of those words
- B. A customized admin chat toolbar with emojis for agents to use in chat messages
- C. Improved customer satisfaction as agents can respond to and resolve customer issues faster
- D. Shorter calls for agents by reducing the time to search for information
Correct Answer: C,D 🗳️
Question #2
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
- A. Uses response templates to Insert as text in a conversation
- B. Routes the chat towards another group
- C. Rejects an incoming chat and moves it automatically to the general queue
- D. Rolls up the current chat history towards an existing case
Correct Answer: A 🗳️
Question #3
What are features of Customer Service Management? (Choose four.)
- A. Service Entitlements
- B. Demand Management
- C. Real-time SLAs
- D. Service Prospecting
- E. Skills-based routing
- F. Timed Audits
- G. Service Contracts
Correct Answer: A,B,C,E 🗳️
Question #4
Which feature provides easy-to-configure integrations between the Now Platform and third-party Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) tools or platforms?
- A. Integration Hub
- B. Active Directory
- C. Web Services
- D. Import Sets
Correct Answer: A 🗳️
Question #5
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 we have new marketing material for a customer
- D. When a customer has a question or issue to resolve
Correct Answer: D 🗳️
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