Latest CIS-CSM Actual Free Exam Updated 231 Questions
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ServiceNow is a cloud-based platform that provides digital workflows to help organizations streamline their processes and increase efficiency. The ServiceNow CIS-CSM certification exam is designed for professionals who want to become experts in implementing and managing the ServiceNow Customer Service Management application. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification validates the skills and knowledge required to implement and customize the ServiceNow CSM application to meet organizational needs.
NEW QUESTION # 19
What are the types of units used to measure entitlements? (Choose two.)
- A. Case
- B. Cost
- C. Contract
- D. Hours
Answer: A,D
NEW QUESTION # 20
Which of the following is a condition for matching rules?
- A. Agent domain
- B. Assignment
- C. Switching
- D. Specific case attributes
Answer: B
NEW QUESTION # 21
What are the three out-of-the-box playbooks for CSM?
Choose 3 answers
- A. Case playbook for Accounts
- B. Case playbook for Onboarding
- C. Case playbook for Complaints
- D. Case Playbook for product Support
- E. Case playbook for Billing
Answer: B,C,D
Explanation:
https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/customer-service-case-playbooks.html
NEW QUESTION # 22
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
- A. Chat
- B. Incident
- C. Special Handling Note
- D. Customer Service Application
- E. Account
Answer: A,D,E
NEW QUESTION # 23
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
- A. Contacts
- B. Contracts
- C. Publications Most Voted
- D. Products Most Voted
- E. Assets Most Voted
Answer: C,D,E
NEW QUESTION # 24
To which recipient types can targeted communications (publications) be sent? (Choose two.)
- A. Outsourced Service Providers
- B. Contacts
- C. Internal users
- D. Households
Answer: B,C
NEW QUESTION # 25
The available case types are: (Choose two.)
- A. Order
- B. Support
- C. Product Support
- D. Product
Answer: A,B
Explanation:
Reference:
customer-service-management/concept/manage-csm-case-types.html
NEW QUESTION # 26
What is required to synchronize fields from a parent to a child case(s)?
- A. No action required, this is a standard Customer Service Management feature
- B. Major Issue Management needs to be installed and certain properties enabled
- C. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- D. The role of sn_customerservice.customer_case_manager must be assigned
Answer: B
Explanation:
Reference:
customer-service-management/task/config-major-case-synchronization.html
NEW QUESTION # 27
Which of the following are benefits of customer access management? (Choose two.)
- A. It defaults the responsibility for access management to the customer service agent.
- B. It increases security by automatically granting access to cases based on access to sold product.
- C. It improves the customer experience by enabling related parties to track and collaborate on cases.
- D. It defaults the responsibility for access management to the customer.
Answer: B,C
NEW QUESTION # 28
Which social media channels are NOT available out-of-box?
- A. All of the above
- B. LinkedIn
- C. None of the above
- D. Facebook
- E. Twitter
Answer: B
NEW QUESTION # 29
In the Customer Service Management space, what does the term asset management mean?
- A. A set of business activities and processes used to track assets
- B. Financial, contractual and inventory information of assets
- C. Tables in the Asset application
- D. Tracking products or services customers are using
Answer: B
NEW QUESTION # 30
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
- A. Manage requests
- B. Execute assigned tasks
- C. Manage cases
- D. Close work orders
- E. Manage assets
Answer: B,C,D
Explanation:
Explanation
When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.
NEW QUESTION # 31
Which roles are considered external? (Choose two.)
- A. Consumer Support Agent (sn_customerservice.consumer_agent)
- B. Customer Service Agent (sn_customerservice_agent)
- C. Partner Admin (sn_customerservice.partner_admin) Most Voted
- D. Customer Admin (sn_customerservice.customer_admin) Most Voted
Answer: C,D
NEW QUESTION # 32
What will be the state of a case after a customer rejects the solution proposed by an agent?
- A. In Progress
- B. Solution Rejected
- C. Open Most Voted
- D. New
Answer: C
NEW QUESTION # 33
Which of the following roles cannot update a consumer's record?
- A. admin
- B. sn_customerservice_agent
- C. sn_customerservice_manager
- D. sn_customerservice.consumer_agent
Answer: B
NEW QUESTION # 34
What are the Forum User Types? (Choose three.)
- A. Moderator
- B. Admin
- C. Registered
- D. Custom
- E. Public
Answer: A,C,E
NEW QUESTION # 35
Information about a customer's service contract is found in Knowledge.
- A. True
- B. False
Answer: B
Explanation:
Reference:
customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION # 36
An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with?
- A. Two
- B. One
- C. Multiple
- D. Three
Answer: B
NEW QUESTION # 37
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