100% Free CIS-CSM Files For passing the exam Quickly UPDATED Jan 18, 2026
CIS-CSM Dumps Questions Study Exam Guide
NEW QUESTION # 39
Which of the following are true regarding the Community Portal application? (Choose two.)
- A. Most of the configuration does not require System Administrator role
- B. It is available by default with the Support and Service portals
- C. It is available to any customer with a Community license
- D. It is only available to CSM license holders
Answer: C,D
NEW QUESTION # 40
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
- A. Customer administrator (sn_customerservice.customer_admin)
- B. Customer service agent (sn_customerservice_agent) Most Voted
- C. Partner (sn_customerservice.partner)
- D. Customer service manager (sn_customerservice_manager) Most Voted
Answer: B,D
NEW QUESTION # 41
What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?
- A. Can create, view, and edit cases for their partner accounts
- B. Can view assets belonging to their partner accounts
- C. Can resolve cases reported by their partner accounts
- D. Can create and update contacts for their partner accounts
Answer: B
NEW QUESTION # 42
Which of the following child case states would cause parent - child case synchronization to fail?
Choose 3 answers
- A. Cancelled
- B. Resolved
- C. New
- D. Closed
- E. Awaiting Info
- F. In Progress
Answer: D,E,F
NEW QUESTION # 43
Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types?
Choose 3 answers
- A. Related task
- B. Historical
- C. Account team responsibility
- D. Product expertise
- E. Skill seniority
Answer: A,B,C
Explanation:
https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/128
NEW QUESTION # 44
How many active OpenFrame configurations can you have on an instance?
- A. Unlimited
- B. 0
- C. 1
- D. 2
Answer: A
NEW QUESTION # 45
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
- A. Quick Actions
- B. Quick Messages
- C. Response Templates
- D. Templates
Answer: C
NEW QUESTION # 46
What should be part of the pre-engagement collateral?
- A. Customer Service roles template
- B. Scoping Guide
- C. Frequently Asked Questions (FAQ)
- D. Stock Keeping Unit (SKU) and pricing sheet
Answer: A
Explanation:
Explanation
NEW QUESTION # 47
Which of the following are benefits that may be gained from using communities?
Choose 3 answers
- A. Increase marketing effectiveness
- B. Engagement with Customers
- C. Get product feedback
- D. Reduce cost per sales
- E. Reduce support costs
Answer: B,C,E
NEW QUESTION # 48
Information about a customer's service contract is found in Knowledge.
- A. True
- B. False
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION # 49
Which ServiceNow products can be integrated out-of-the-box with CSM?
Choose 3 answers
- A. Risk Wana9emenI
- B. ITOM Event Management
- C. Financial Management
- D. Strategic Portfolio Management
- E. DevOps
Answer: B,C,D
Explanation:
https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/integrate-csm-other-applics.html
NEW QUESTION # 50
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. The value property on the form must be set to true
- B. Nothing, it is a standard field
- C. The plugin 'com.snc.csm_time_recording' needs to be activated
- D. The value property on the form must be set to true and the field added to the case form
Answer: D
Explanation:
Reference:
customer-service-management/reference/r_CustomerServiceCaseForm.html
NEW QUESTION # 51
Predictive Intelligence improves Case management by:
- A. Predicting Case values without manual intervention
- B. Replacing legacy routing rules
- C. Reducing the number of records needed to accurately predict a value
- D. Predicting what values should have gone into empty fields in historical records
Answer: A
NEW QUESTION # 52
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. True
- B. False
Answer: B
NEW QUESTION # 53
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. None of the above
- B. Entering question in portal only
- C. Record Producer only
- D. Both portal question entry and Record Producer
Answer: D
NEW QUESTION # 54
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
- A. False
- B. True
Answer: B
NEW QUESTION # 55
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