Expert Answers to ServiceNow Exam CIS-CSM Questions

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CIS-Customer Service Management ServiceNow Certified Implementation Specialist - Customer Service Management Exam

ServiceNow Certified Implementation Specialist - Customer Service Management Exam

Last Update Jun 17, 2026
Total Questions : 257

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Questions 2

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

Options:

webDAV-compilant

Web-based

WebDAV-versioned

Web-configurable

Discussion 0

Questions 3

Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?

Options:

A step-by-step methodology for creating and solving different case types

A detailed check list for customer service teams

A multi-step process consisting of a series of questions answers, and guidance Most Voted

A set of steps used to define a complex process

Discussion 0

Questions 4

Which of the following best describes how the CSM application uses the Asset table?

Options:

CSM uses the Product table instead of the ITSM Asset table

Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM

ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields

CSM uses the Product Model table instead of the ITSM Asset table

Discussion 0

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Questions 5

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

Options:

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