Which roles are responsible for maintaining account team membership? (Choose two.)

Customer Service Manager [sn_customerservice_manager]

Customer Admin [sn_customerservice.customer.admin]

Customer Case Manager [sn_customerservice.customer_case_manager]

Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

Register the sender of an email as contact

Create cases using email content in Outlook for the customer contact

Escalate a case on the add-m panel of Outlook

As the Microsoft Outlook user, register yourself as self-contributor

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

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.

Which of the following roles cannot update a consumer's record?

sn_customerservice.consumer_agent

Free ServiceNow CIS-CSM Exam Practice Questions & Explanations

Last updated on: Aug 28, 2026
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