Free CIS-CSM: Certified Implementation Specialist - Customer Service Management Exam Questions and Answers
Certified Implementation Specialist - Customer Service Management is part of ServiceNow certification. ServiceNow uses no numeric exam codes: the credential is the code. CSA is the platform-wide base and the prerequisite for everything else, CAD covers application development, and CIS- plus a product name marks a Certified Implementation Specialist — the suffix always names a product, never a difficulty level, so every CIS exam sits at the same tier.
The first 10 questions on this page are free to read, answers included — no account and no card. A plan opens the rest of the bank, the full timed practice test and your weak-topic reporting.
Last updated: September 19, 2026
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Question #1
In ServiceNow’s CSM Application, what is an interaction?
Please select an optionIncorrectCorrect answer: D
An interaction is the record of a request for assistance received through chat, phone call, walk-up or another channel; it captures the contact and the question, often before a case exists.
Was this answer correct?Question #2
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
Select 2 answers.
Please select an optionIncorrectCorrect answer: A, C
Administrators see work orders across their whole company hierarchy, so the customer admin and partner admin personas have that visibility. Contacts only see their own records.
Was this answer correct?Question #3
Which roles are responsible for maintaining account team membership? (Choose two.)
Select 2 answers.
Please select an optionIncorrectCorrect answer: C, D
Account team membership is maintained by users with the customer service manager or system administrator role. Customer admins and customer case managers do not manage account teams.
Was this answer correct?Question #4
Which of the following are true regarding the Community Portal application? (Choose two.)
Select 2 answers.
Please select an optionIncorrectCorrect answer: A, D
- Licensed for the Customer Service Management application & licensed for HR Service Delivery, so c. is wrong, which makes a. a logical choice - "The roles required to define requirements and set up forums include sn_communities.admin or sn_communities.forum_admin." (d.) Source: - https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-communities/task/activate- communities.html (licensing) - https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-communities/reference/r_setup-communities- admin.html(
Was this answer correct?Question #5
What are Special Handling Notes used for?
Please select an optionIncorrectCorrect answer: A
Special handling notes bring important information about an individual record, such as warnings or preferences, to the attention of the agent working on it.
Was this answer correct?Question #6
Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)
Select 3 answers.
Please select an optionIncorrectCorrect answer: A, C, D
Assignment Workbench uses the out-of-the-box criteria matching skills, availability today and assigned cases. Agent affinity and agent history are not shipped criteria.
Was this answer correct?Question #7
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace. Options are :
Please select an optionIncorrectCorrect answer: B
True. Chat in Agent Workspace requires the Agent Chat plugin, which provides the chat client and creates the interaction records agents work from.
Was this answer correct?Question #8
Predictive Intelligence improves Case management by:
Please select an optionIncorrectCorrect answer: D
Predictive Intelligence uses historical case data to predict and populate field values automatically, so agents spend less time on manual triage and data entry.
Was this answer correct?Question #9
Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?
Please select an optionIncorrectCorrect answer: C
A decision tree is a multi-step flow of questions, answers and guidance that walks an agent through resolving a complex case type.
Was this answer correct?Question #10
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
Please select an optionIncorrectCorrect answer: A
A blue dot in the Action Status column flags a case that needs attention, for example a case updated by a customer or internal user and waiting for input or review.
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Other ServiceNow certifications
- CSA: ServiceNow Certified System Administrator (opens in a new tab)
- CIS-HAM: Certified Implementation Specialist – Hardware Asset Management (opens in a new tab)
- CIS-ITSM: Certified Implementation Specialist - IT Service Management (opens in a new tab)
- CIS-HR: Certified Implementation Specialist - Human Resources (opens in a new tab)
- CAD: ServiceNow Certified Application Developer (opens in a new tab)
- CIS-APM: Certified Implementation Specialist - Application Portfolio Management (opens in a new tab)
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FAQ
Learn More: https://www.servicenow.com/uk/services/training-and-certification.html
- Q1: What is the CIS-CSM: Certified Implementation Specialist - Customer Service Management exam?
- A: CIS-CSM: Certified Implementation Specialist - Customer Service Management is a ServiceNow certification exam. Judging by the questions in our bank, it concentrates on servicenow, knowledge, article, agents and chat.
- Q2: What topics does the CIS-CSM: Certified Implementation Specialist - Customer Service Management exam cover?
- A: Questions in our CIS-CSM: Certified Implementation Specialist - Customer Service Management bank cluster around servicenow, knowledge, article, agents, chat, agent, module and customers. Working through the full set is the quickest way to find which of these you are weakest on.
- Q3: How should I prepare for CIS-CSM: Certified Implementation Specialist - Customer Service Management?
- A: Work through the CIS-CSM: Certified Implementation Specialist - Customer Service Management practice questions here, checking your answer on each one, then sit the practice test to rehearse the exam under timed conditions before the real thing.
- Q4: Are these real CIS-CSM: Certified Implementation Specialist - Customer Service Management exam questions?
- A: They are drawn from officially released past questions and from community members who have sat CIS-CSM: Certified Implementation Specialist - Customer Service Management. Answers are verified and updated weekly.
- Q5: Where do I register for the CIS-CSM: Certified Implementation Specialist - Customer Service Management exam?
- A: Register through ServiceNow directly at https://www.servicenow.com/uk/services/training-and-certification.html. Exampractice is not affiliated with ServiceNow and does not administer the exam.
- Q6: Is there a free CIS-CSM: Certified Implementation Specialist - Customer Service Management sample?
- A: Yes. Every CIS-CSM: Certified Implementation Specialist - Customer Service Management page shows a free sample of real questions. Upgrading opens the full bank and the practice test.
- Q7: What are ServiceNow Certification Exams?
- A: ServiceNow Certification Exams validate your expertise in using and managing ServiceNow’s cloud-based platform for IT service management (ITSM), IT operations management (ITOM), and IT business management (ITBM). These certifications demonstrate your proficiency in deploying, configuring, and optimizing ServiceNow solutions to enhance business processes and IT services.
- Q8: Why should I pursue ServiceNow Certification?
- A: ServiceNow Certification enhances your professional credibility, showcasing your skills and knowledge in ServiceNow solutions. This can lead to better job opportunities, higher salaries, and career advancement in IT service management, IT operations, and IT business management roles.
- Q9: What are the benefits of ServiceNow Certification?
- A: Benefits include recognition as a certified ServiceNow professional, improved job performance, access to exclusive resources, continuing education opportunities, and staying current with the latest ServiceNow technologies and best practices.
- Q10: Who should take ServiceNow Certification Exams?
- A: IT professionals, system administrators, developers, consultants, and anyone involved in managing and implementing ServiceNow solutions should consider these certifications to validate their expertise and advance their careers.
- Q11: What types of ServiceNow Certification Exams are available?
- A: ServiceNow offers various certification paths, including:
- Q12: How do I prepare for ServiceNow Certification Exams?
- A: Preparation can include official ServiceNow training courses, study guides, practice exams, online tutorials, and hands-on experience with ServiceNow products and solutions.
- Q13: Where can I take ServiceNow Certification Exams?
- A: ServiceNow Certification Exams can be taken online with remote proctoring or at authorized testing centers, providing flexibility to fit your schedule and location.
- Q14: How do ServiceNow Certifications impact my career?
- A: ServiceNow Certifications significantly boost your career by demonstrating your expertise to employers, making you a more competitive candidate for advanced roles and promotions in IT service management, IT operations, and IT business management.
- Q15: Are there any prerequisites for ServiceNow Certification Exams?
- A: Some exams may have prerequisites, such as foundational knowledge or prior experience with ServiceNow products. Check the specific requirements for each certification path on the ServiceNow certification website.
- Q16: How often do I need to recertify for ServiceNow Certifications?
- A: ServiceNow Certifications typically require recertification every two years to ensure that certified professionals stay updated with the latest technologies and industry practices.