Certified Implementation Specialist - Customer Service Management Questions and Answers
200 questions organized by topic with detailed explanations
ServiceNow
CIS-CSM
200 questions
5 topics
Updated May 2026CSM Foundational Data Model
54 questions15 easy27 medium12 hard~27% of exam
A support admin wants to know which records an entitlement can be associated with in CSM. Which list is accurate?A partner needs limited visibility into selected cases, sold products, and install bases without broad account access. W...Your company sells a SaaS offering and wants the install base to represent the service the customer actually consumes. W...
CSM Configuration
76 questions20 easy36 medium20 hard~38% of exam
An operations manager wants a consistent escalation process based on severity. Which configuration elements should be us...A team wants case digests to work with case types. Which plugin combination is required?An agent has already associated one incident and one request to a case. Which additional related record can still be cre...
Case Management
34 questions8 easy16 medium10 hard~17% of exam
An agent wants to review request records created from a case. Where should the agent look on the case record?A service manager wants case SLAs to depend on the support agreement and pause while waiting on the customer. Which stat...A case is resolved because the linked change request was completed successfully. Which resolution code best matches that...
CSM Workspace, Portals, Service Catalog, Analytics, and Reporting
16 questions4 easy8 medium4 hard~8% of exam
An end user selects a service in a portal based on an owned product. What is the documented result of that selection?A team wants to deploy CSM Configurable Workspace using the documented setup path. What should they do?A manager wants cases in CSM Configurable Workspace routed automatically to the best available agent. Which capability h...
CSM Best Practices and Knowledge Management
20 questions5 easy13 medium2 hard~10% of exam
Your team enables AQI and wants reviewers to score article quality by answering true or false questions. Which roles per...A localization lead selects 205 knowledge articles for bulk translation into another language. Which validation issue sh...A business user has requester access to knowledge. What can that user do without elevated authoring roles?
All Questions
| # | Question | Topic | Difficulty |
|---|---|---|---|
| 1 | A support admin wants to know which records an entitlement can be associated with in CSM. Which list... | CSM Foundational Data Model | hard |
| 2 | An operations manager wants a consistent escalation process based on severity. Which configuration e... | CSM Configuration | medium |
| 3 | A team wants case digests to work with case types. Which plugin combination is required? | CSM Configuration | easy |
| 4 | Your team enables AQI and wants reviewers to score article quality by answering true or false questi... | CSM Best Practices and Knowledge Management | medium |
| 5 | An agent has already associated one incident and one request to a case. Which additional related rec... | CSM Configuration | medium |
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