ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Last Update Feb 8, 2026
Total Questions : 257
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External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
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?
Which of the following best describes how the CSM application uses the Asset table?
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
TESTED 08 Feb 2026
