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ServiceNow CIS-CSM Exam Questions

Exam Name: Certified Implementation Specialist - Customer Service Management
Exam Code: CIS-CSM
Related Certification(s): ServiceNow Certified Implementation Specialist Certification
Certification Provider: ServiceNow
Number of CIS-CSM practice questions in our database: 257 (updated: Jun. 30, 2025)
Expected CIS-CSM Exam Topics, as suggested by ServiceNow :
  • Topic 1: CSM Foundational Data Model: This section evaluates the understanding of Configuration Specialists regarding core CSM data structures. It covers business models, product models, install base management, and contract/entitlement handling essential for underpinning ServiceNow CSM.
  • Topic 2: Customer Service Management System Setup and Configuration: This section assesses the configuration expertise of ServiceNow Consultants in setting up the CSM application. It focuses on enabling ServiceNow CSM, defining routing and assignment rules, configuring case types and communication channels, and customizing CSM workspace behavior.
  • Topic 3: Case Management: This part of the exam measures the operational proficiency of Configuration Specialists in managing case lifecycles. It examines knowledge of case states and flows, major issue handling, service definition and digest setup, CSM workspace tools, and the creation of case actions, tasks, and escalations.
  • Topic 4: CSM Portal, Knowledge Management, Service Catalog, Communities, and Performance Analytics This section evaluates the capabilities of ServiceNow Consultants to extend CSM beyond core case handling. It includes knowledge of CSM portal configuration, service catalog setup, SLAs and targeted communications, community engagement, and using performance analytics for reporting and insights.
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Sharen

23 days ago
Just became a Certified Implementation Specialist. Pass4Success, you rock!
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Daisy

2 months ago
ServiceNow CSM exam conquered! Pass4Success made it possible with their focused content.
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Glenn

3 months ago
Passed my CSM cert today. Pass4Success, your prep materials were worth every penny.
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Lashon

4 months ago
Nailed the ServiceNow CSM exam. Pass4Success, you're the real MVP!
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Elza

5 months ago
Thanks Pass4Success! Your materials helped me pass the CSM exam in record time.
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Alesia

6 months ago
I passed the ServiceNow CSM exam, and the Pass4Success practice questions were a great help. There was a tricky question on Knowledge Management, asking how to configure knowledge article templates for different departments. I wasn't completely confident, but I managed to pass.
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Josefa

6 months ago
ServiceNow CSM certified! Pass4Success, your questions were right on target.
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Helaine

7 months ago
Thrilled to have passed the ServiceNow CSM exam! The practice questions from Pass4Success were invaluable. One question that caught me off guard was about configuring the CSM System Setup, specifically how to set up case management for different customer segments. I wasn't entirely sure, but I passed.
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Sunny

7 months ago
Tough exam, but Pass4Success practice tests made all the difference. Passed with flying colors!
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Merri

7 months ago
I successfully passed the ServiceNow CSM exam, and Pass4Success practice questions played a big role. There was a question on Customer Service Management Integration, asking how to integrate CSM with an external CRM system. I had to think hard about the integration points, but I managed to pass.
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Carlota

8 months ago
Excited to announce that I passed the ServiceNow CSM exam! Pass4Success practice questions were very helpful. One question that puzzled me was about Engagement Methodology and Project Planning, asking how to create a project plan for a CSM implementation. I wasn't sure about all the steps, but I still passed.
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Audrie

8 months ago
CSM cert achieved! Pass4Success made exam prep quick and painless.
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Gianna

8 months ago
I passed the ServiceNow CSM exam, thanks to the practice questions from Pass4Success. There was a question on setting up Communities and Performance Analytics, specifically about configuring dashboards to display community engagement metrics. I found it quite challenging but managed to pass.
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Nan

9 months ago
Happy to share that I passed the ServiceNow CSM exam! The practice questions from Pass4Success were a lifesaver. One challenging question was about creating a Service Catalog item that triggers a workflow for customer requests. I wasn't completely confident in my answer, but it worked out in the end.
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Shawn

9 months ago
Aced the ServiceNow Certified Implementation Specialist exam. Pass4Success materials were a lifesaver!
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Lai

9 months ago
CSM certification achieved! Pass4Success was a great resource. Key topic: Mobile Experience. Be prepared for questions on configuring the CSM mobile app. Study mobile-specific features and offline capabilities.
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Tambra

9 months ago
Just cleared the ServiceNow CSM exam, and Pass4Success was a great resource. There was a tricky question on Knowledge Management that asked how to set up knowledge blocks for different user groups. I had to think hard about the correct permissions and configurations, but I got through it.
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Arthur

10 months ago
Aced the CSM exam! Thanks to Pass4Success for the excellent prep. Focus on Upgrade Considerations. Expect questions on CSM-specific upgrade best practices. Understand feature parity and migration strategies between versions.
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Suzi

10 months ago
I recently passed the ServiceNow Certified Implementation Specialist - Customer Service Management exam, and I must say, the Pass4Success practice questions were incredibly helpful. One question that stumped me was about configuring the CSM Portal. It asked how to customize the portal's homepage to display specific knowledge articles based on user roles. I wasn't entirely sure of the steps, but I managed to pass the exam.
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William

10 months ago
Just passed the ServiceNow CSM exam! Thanks Pass4Success for the spot-on practice questions.
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Herminia

11 months ago
Passing the ServiceNow Certified Implementation Specialist - Customer Service Management exam was a great achievement for me, and I couldn't have done it without the help of Pass4Success practice questions. The exam covered topics like Team Responsibilities and Project Phases. One question that I found challenging was related to defining team roles and responsibilities for a customer service management project. I had to consider the different phases of the project and how team members' responsibilities may evolve over time. Despite my initial uncertainty, I was able to reason through the question and pass the exam successfully.
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Cherelle

12 months ago
My exam experience for the ServiceNow Certified Implementation Specialist - Customer Service Management exam was successful, thanks to Pass4Success practice questions. The exam included topics like Communities and Performance Analytics. One question that I remember was about setting up a community portal for customers to interact with each other and share knowledge. I had some doubts about the best practices for monitoring community engagement and measuring performance analytics, but I managed to answer the question correctly and pass the exam.
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Paris

12 months ago
Passed the ServiceNow CSM exam today! Be ready for questions on reporting and dashboards - know how to create and interpret them. Major Incident Management was another key area. Study the differences from regular incidents. Grateful to Pass4Success for providing relevant practice questions that made all the difference in my quick preparation!
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Wynell

12 months ago
ServiceNow CSM cert achieved! Watch out for questions on Knowledge Management - creating and managing articles is important. Customer Service Portal configuration came up a lot. Definitely review catalog items and record producers. Pass4Success practice exams were a lifesaver for last-minute prep!
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Donte

1 years ago
Just passed the ServiceNow CSM exam! Be ready for scenario-based questions on configuring Service Catalogs. Understanding how to set up and customize catalog items is crucial. Thanks to Pass4Success for their spot-on practice questions that helped me prepare quickly!
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Krissy

1 years ago
I recently passed the ServiceNow Certified Implementation Specialist - Customer Service Management exam with the help of Pass4Success practice questions. The exam covered topics like Migration of Historical Case Records and Working with Clients. One question that stood out to me was related to the process of migrating historical case records from a legacy system to ServiceNow. I was unsure of the best approach to ensure data integrity during the migration, but I was able to make an educated guess and still pass the exam.
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Sueann

1 years ago
Just passed the ServiceNow CSM exam! Key topic: Incident Management. Expect questions on SLAs and prioritization. Study the incident lifecycle and automation. Case Management is crucial too - focus on case types and workflows. Thanks to Pass4Success for the spot-on practice questions that helped me prepare quickly!
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Free ServiceNow CIS-CSM Exam Actual Questions

Note: Premium Questions for CIS-CSM were last updated On Jun. 30, 2025 (see below)

Question #1

Which ServiceNow products can be integrated out-of-the-box with CSM?

Choose 3 answers

Reveal Solution Hide Solution
Correct Answer: B, D, E

https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/integrate-csm-other-applics.html


Question #2

What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

Reveal Solution Hide Solution
Correct Answer: C

https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/product/problem-management/concept/sync-btwn-inci-prob.html


Question #3

Read the use case below to determine if the customer service relationship is B2B or B2C.

Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage

is local to the customer and scheduled a technician to Mary's house.

Reveal Solution Hide Solution
Correct Answer: A

Question #4

A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)

Reveal Solution Hide Solution
Correct Answer: A, D

Question #5

In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

Reveal Solution Hide Solution
Correct Answer: B

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