Free CIS-CSM Braindumps Download Updated on Apr 29, 2025 with 241 Questions
ServiceNow CIS-CSM Exam Practice Test Questions
Earning the ServiceNow CIS-CSM certification demonstrates an individual's ability to implement and configure ServiceNow Customer Service Management solutions effectively. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is highly valued by organizations that use the ServiceNow platform, and it can significantly improve an individual's career prospects. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification also demonstrates an individual's commitment to ongoing professional development and staying up-to-date with the latest technologies and best practices in the industry.
NEW QUESTION # 49
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION # 50
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
- A. Experience
- B. Availability
- C. Products
- D. Skills
- E. Shifts
- F. Capacity
Answer: B,D,E,F
NEW QUESTION # 51
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- A. Provide consistent service to customers
- B. Implementation is only as good as the underlying process
- C. Define the Business Pain Points
- D. Define the number of hours needed to develop the associated requirements
- E. Have a clear understanding of the use cases
Answer: B,C,D,E
NEW QUESTION # 52
What action is required to enable agents to create an incident record for a case?
- A. They must be assigned with the snc_intemal role
- B. They must be assigned with the read role for incident
- C. They must be assigned with the itil role
- D. They must be assigned with the sn_customerservice.itsm_contributor role
Answer: C
NEW QUESTION # 53
What is the purpose of the sidebar feature in CSM Configurable Workspace?
- A. Enables managers lo discreetly monitor chats between agents and customers
- B. To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution
- C. Enables agents to access response templates to help them resolve cases faster and more efficiently
- D. Enables agents to keep information regarding details of the case visible at all times
Answer: B
Explanation:
https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/conversational-interfaces/concept/exploring-sidebar.html
NEW QUESTION # 54
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A. Assists with technical requirements
- B. Project Manager
- C. Provides answers to technical problems
- D. Acts as intermediary
Answer: A,B
Explanation:
Explanation/Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI
NEW QUESTION # 55
Which table must be extended when creating a new case type?
- A. Case (sn_customerservice_case)
- B. Case Type (sn_case_type)
- C. Case Task (sn_customerservice_case_task)
- D. Task (task)
Answer: A
NEW QUESTION # 56
From what places in SN can an agent create a case? (Choose three.)
- A. Chat
- B. Account
- C. Contact
- D. Customer Service Application
Answer: B,C,D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html
NEW QUESTION # 57
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. True
- B. False
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_RolesInstalledWithCustomerService.html
NEW QUESTION # 58
What is the purpose of a Catalog Item variable?
- A. Allows the customer to ask a question
- B. Opens a chat session with customer support
- C. Allows the customer or consumer to qualify their answer
- D. Provides hint to the user on the field
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service- catalog-management/task/t_CreateAVariableForACatalogItem.html
NEW QUESTION # 59
Which of the following is a required field in the Resolution Information tad in order to close a case?
- A. Resolution notes
- B. Closed
- C. Closed by
- D. Cause
Answer: A
NEW QUESTION # 60
Agents and managers cannot create knowledge articles from Community questions.
- A. False
- B. True
Answer: A
Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/task/create-knowledge-article.html
NEW QUESTION # 61
Which knowledge records can be configured with User Criteria?
- A. Knowledge Base and Category
- B. Knowledge Base, Category and Article
- C. Knowledge Base and Article
- D. Knowledge Base
Answer: C
NEW QUESTION # 62
Out-of-the-box. cases are automatically closed after how many days?
- A. 10 days
- B. 5 days
- C. 3 days
- D. Cases are not automatically closed by default
Answer: D
NEW QUESTION # 63
Articles can provide the following: (Choose three.)
- A. Share product information
- B. Provide answers and responses to common issues or questions
- C. Document current and known issues
- D. Information about customer's service contract
Answer: A,B,C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/topic/p_KnowledgeManagment.html
NEW QUESTION # 64
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
- A. True
- B. False
Answer: A
NEW QUESTION # 65
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ServiceNow CIS-CSM (ServiceNow Certified Implementation Specialist - Customer Service Management) certification exam is designed for professionals who are interested in validating their skills and knowledge of the ServiceNow platform in the area of customer service management. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is intended for individuals who have experience with ServiceNow and are looking to advance their career in the field of customer service management. CIS-CSM exam covers key concepts such as customer service management fundamentals, service level management, and customer service management reporting.
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Updated Certification Exam CIS-CSM Dumps - Practice Test Questions: https://drive.google.com/open?id=1I-a80QagijW2H9ZQe41vbdnmkkgW7La6
