ServiceNow CIS-CSM - Customer Service Management Implementation

By IAmtheCheese · Updated May 29, 2026

Questions160
Passing Score75%
Format100% Multiple Choice
Sessions Logged1,471
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Topics covered

This quiz

CSM foundational data model44 (27.5%)
CSM configuration61 (38.1%)
Case management27 (16.9%)
CSM Workspace, Portals, Service Catalog, Analytics, and Reporting16 (10%)
CSM Best Practices and Knowledge Management12 (7.5%)
CSM foundational data model44 questions
  • Business models9 q
  • Product models8 q
  • Install base management12 q
  • Contracts and entitlements15 q
CSM configuration61 questions
  • CSM in ServiceNow11 q
  • Routing and assignment19 q
  • Case types18 q
  • Channels13 q
Case management27 questions
  • Case state flows7 q
  • Major issue management8 q
  • Case digests and service definitions4 q
  • CSM workspace4 q
  • Case actions, tasks, and escalations4 q
CSM Workspace, Portals, Service Catalog, Analytics, and Reporting16 questions
  • Portals and Service Catalog4 q
  • Special handling notes, SLAs, and Targeted communications9 q
  • Platform Analytics and Reporting3 q
CSM Best Practices and Knowledge Management12 questions
  • CSM Best Practices: ServiceNow Architecture2 q
  • CSM Best Practices: Customer Service End to End Processes2 q
  • CSM Best Practices: Defining Project Scope2 q
  • Knowledge Management: Knowledge Functionality Overview2 q
  • Knowledge Management: Article Quality Index (AQI)2 q
  • Knowledge Management: Knowledge Blocks and Search1 q
  • Knowledge Management: Bulk Translations1 q

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Question catalog for this preview

Catalog listing of the 5 preview questions for this quiz.

Question 1

A team wants a business rule to auto-close cases when a workaround email is sent so SLAs stop immediately. Why is that poor CSM design?

Answer choices

  • A. SLAs only measure time after closure

  • B. Targeted Communications closes cases when campaigns send

  • C. SLAs never apply to email channels

  • D. Auto-closing skips customer acceptance of the proposed solution

Question 2

When Social is selected as the channel on a customer service case, how are conversation details captured?

Answer choices

  • A. Social Profile on the case with details in Social Logs

  • B. Messages stored on Connect Support chat records in the chat queue

  • C. Conversations converted to Email Interaction in the activity stream

  • D. OpenFrame Interaction Controls required for every social transcript

Question 3

External SaaS customers report password reset failures. What approach matches CSM guidance?

Answer choices

  • A. Move all internal and external support into one CSM app

  • B. Log external access issues as CSM cases; integrate with ITSM when internal teams must act

  • C. Avoid CSM and build custom ITSM tables for customers

  • D. Always use Incident for every password reset

Question 4

Onboarding cases with specific attributes should auto-create identity verification, data setup, and welcome-call tasks. Which combination supports that?

Answer choices

  • A. Case type plus Playbook with create case task actions

  • B. Assignment group changes on the base case table only

  • C. Case digests sent when onboarding cases are created

  • D. Major Issue Management with a parent and child cases

Question 5

An administrator must auto-route high-priority database cases to database-skilled, available agents. What should be configured first?

Answer choices

  • A. A workflow with manual approval steps

  • B. A business rule on case insert

  • C. A matching rule defining case and resource conditions

  • D. An assignment rule with no linked matching rule