[Q130-Q152] Try CIS-CSM Free Now! Real Exam Question Answers Updated [Dec 01, 2025]

QUESTION 130
Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?

The form headers secondary values can only be displayed above the ribbon components

The form header’s secondary values can be displayed in the contextual side panel instead of above the ribbon components

The form header for the case form can display five levels of field values from the case table

The form header’s primary values can be displayed in the contextual side panel instead of above the ribbon components

QUESTION 131
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

Order

Contract

FAQ

Monitoring

Request

Billing

QUESTION 132
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

Case Performance

Case Analytics

Case Digest

Case Spotlight

QUESTION 133
In the ‘Action Status’ column on a case list, what does a blue indicator dot mean?

Blocked internally

Work in progress

Blocked externally

Needs attention

QUESTION 134
What action is required to enable agents to create an incident record for a case?

They must be assigned with the read role for incident

They must be assigned with the itil role

They must be assigned with the snc_intemal role

They must be assigned with the sn_customerservice.itsm_contributor role

QUESTION 135
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

Define the Business Pain Points

Provide consistent service to customers

Have a clear understanding of the use cases

Define the number of hours needed to develop the associated requirements

Implementation is only as good as the underlying process

QUESTION 136
Why would a customer service manager system administrator create want tabs on a dashboard?

Reports must be categorized by role on each dashboard

To better organize reports and widgets, and make it easier to share widgets

Reports must be categorized by type on each dashboard

There’s a finite number of widgets allowed per dashboard

QUESTION 137
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?

Service Analytics

In-form Analytics Most Voted

Case Spotlight

CSM Prediction Results

QUESTION 138
Major Issue Management uses which one of the following capabilities?

Governance Risk and Control

Targeted Communications

Asset management

Record producers

QUESTION 139
What do blue circles in the timeline of a case form represent?

Triggered SLAs

State changes

Customer comments

Activity updates

QUESTION 140
What features are included with the Customer Service Portal?
Choose 3 answers

Header with links for different customer activities such as creating a case

Search feature to get Information from several repositories

Links to information sources such as the knowledge base, community and customer support

Links to marketing promotions and product coupons

The ability to create new accounts

QUESTION 141
When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed?
Choose 2 answers

Choose the NLU service provider

In the NLU Settings configure the Entity confidence threshold

Enable NLU in Virtual Agent

In the NLU Settings configure the Intent confidence threshold

QUESTION 142
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

Entering question in portal only

Record Producer only

Both portal question entry and Record Producer

None of the above

QUESTION 143
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow’s CSM application?
Choose 2 answers

A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver, and support them on their behalf.

A partner will own the relationship with their customer

A partner and a third party are the same in ServiceNow’s CSM application.

A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering.

A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization.

QUESTION 144
HOTSPOT
Match the definitions for roles relationships.
Hot Area:

QUESTION 145
Predictive Intelligence improves Case management by:

Predicting what values should have gone into empty fields in historical records

Reducing the number of records needed to accurately predict a value

Replacing legacy routing rules

Predicting Case values without manual intervention

QUESTION 146
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

Manage requests

Execute assigned tasks

Close work orders

Manage cases

Manage assets

QUESTION 147
Which of the following are channels? (Choose two.)

Contacts

Web

Chat

Article

QUESTION 148
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.

Product

Asset

QUESTION 149
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?

Set the Agent Experience

Define Assignment Rules

Define Work Item Queues

Configure Service Channels

QUESTION 150
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

webDAV-compilant

Web-based

WebDAV-versioned

Web-configurable