Amazon
Avaya
Checkpoint
Cisco®
CompTIA
CrowdStrike
EC-Council
EXIN
Fortinet
Google
ISC
ISC2
ITIL®
Juniper
Microsoft
MuleSoft
Okta
Palo Alto Networks
Salesforce
SAP
All Vendors
  1. Home
  2. ServiceNow®
  3. CIS-CSM

ServiceNow® CIS-CSM Exam (page: 4)
ServiceNow® Certified Implementation Specialist - Customer Service Management
Updated on: 28-Jul-2025

Viewing Page 4 of 47
CIS-CSM PDF 284 Questions

Articles can provide the following: (Choose three.)

  1. Document current and known issues
  2. Provide answers and responses to common issues or questions
  3. Information about customer’s service contract
  4. Share product information

Answer(s): A,B,D



Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

  1. Entering question in portal only
  2. Record Producer only
  3. Both portal question entry and Record Producer
  4. None of the above

Answer(s): B



Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.)

  1. Imported external articles appear as attachments in ServiceNow
  2. Only applications that allow WebDAV connections can be integrated
  3. The imported article will have the same category it had in the source knowledge base
  4. SharePoint blocks this integration

Answer(s): A,B



Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)

  1. Knowledge Product Entitlements
  2. Data Policy
  3. ACL
  4. User Criteria

Answer(s): A,D



What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

  1. Reduces call volume
  2. Makes it easier for Agents to manage case volume
  3. Allows access to Knowledge Articles that are related to products owned by a customer
  4. Information about customer’s service contract
  5. Focused product marketing

Answer(s): A,B,C



Viewing Page 4 of 47



Share your comments for ServiceNow® CIS-CSM exam with other users:

Nathan 1/10/2023 3:54:00 PM

passed my exam today. this is a good start to 2023.
UNITED STATES