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Latest CIS-CSM Exam Practice Questions

The practice questions for CIS-CSM exam was last updated on 2025-09-15 .

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Question#1

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

A. Case Escalation

B. Case State

C. Case Categorization

D. Case Prioritization

Explanation:
Reference: https://www.servicenow.com/products/predictive-intelligence.html

Question#2

What is the primary output from the Requirements Gathering workshop?

A. Schedules

B. Use Cases

C. Stories

D. Personas

Question#3

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

A. Product

B. Asset

Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html

Question#4

When creating or importing assets for CSM, model categories are used to: (Choose three.)

A. Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa Most Voted

B. Group assets together Most Voted

C. Build a classification structure for product models

D. Model the configuration options for each product model being sold to customers

E. Define a link between Asset classes and Configuration Item (CI) classes

Question#5

When working with case types, what is the lowest level in the case type hierarchy called?

A. Leaf-level

B. Decision-level

C. Base-level

D. Sub-level

Exam Code: CIS-CSMQ & A: 257 Q&AsUpdated: 2025-09-15

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