[2024] CIS-CSM PDF Questions - Perfect Prospect To Go With Exams-boost Practice Exam
ServiceNow CIS-CSM Pdf Questions - Outstanding Practice To your Exam
During the certification process, candidates develop proficiency and understanding in customer service management applications and their underlying platform of ServiceNow. Successful candidates are able to manage and configure customer service-related data and functionality, workflows for customer service management, and case management. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification attests to a professional's competency to manage the service process pipeline via ServiceNow customer service management solutions.
The ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification exam covers a broad range of topics, including customer service management processes, ServiceNow configuration and customization, and customer service management reporting and analytics. CIS-CSM exam is designed to test the individual's ability to implement customer service management solutions using ServiceNow's best practices and industry standards.
NEW QUESTION # 86
The available case types are: (Choose two.)
- A. Order
- B. Product Support
- C. Product
- D. Support
Answer: A,D
NEW QUESTION # 87
Which application must be activated to enable customers to check in on-line for future appointments?
- A. Service Organization
- B. Walk-Up Experience
- C. Business Location
- D. Field Service Management
Answer: B
NEW QUESTION # 88
Matching rules enhance assignment capability by ____________________.
- A. Providing dynamic matching of cases to groups or individuals
- B. Matching best agent by availability
- C. Determining if account is a customer or partner
- D. Matching best agent by skill
Answer: D
Explanation:
Reference:
customer-service-management/concept/c_CaseRouting.html
NEW QUESTION # 89
Major Issue Management uses which one of the following capabilities?
- A. Targeted Communications
- B. Governance Risk and Control
- C. Asset management
- D. Record producers
Answer: A
Explanation:
Explanation
NEW QUESTION # 90
What is the purpose of a Catalog Item variable?
- A. Allows the customer to ask a question
- B. Allows the customer or consumer to qualify their answer
- C. Provides hint to the user on the field
- D. Opens a chat session with customer support
Answer: B
Explanation:
Explanation
NEW QUESTION # 91
Which of the following child case states would cause parent - child case synchronization to fail?
Choose 3 answers
- A. In Progress
- B. Resolved
- C. Closed
- D. New
- E. Awaiting Info
- F. Cancelled
Answer: A,C,E
NEW QUESTION # 92
How many active OpenFrame configurations can you have on an instance?
- A. 0
- B. 1
- C. Unlimited
- D. 2
Answer: C
Explanation:
Reference:
customer-service-management/task/t_CreateAnOpenFrameConfiguration.html
NEW QUESTION # 93
What are Special Handling Notes used for?
- A. To ensure customers get the service they are entitled to receive
- B. Bring important information about individual records to an agent's attention
- C. For agents to view articles an attach them to a case
- D. Help agents identify in which time zone a contact is located
Answer: B
NEW QUESTION # 94
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
- A. Register the sender of an email as contact
- B. As the Microsoft Outlook user, register yourself as self-contributor
- C. Create cases using email content in Outlook for the customer contact
- D. Escalate a case on the add-m panel of Outlook
Answer: A,C
NEW QUESTION # 95
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. The value property on the form must be set to true and the field added to the case form
- B. Nothing, it is a standard field
- C. The value property on the form must be set to true
- D. The plugin 'com.snc.csm_time_recording' needs to be activated
Answer: C
Explanation:
Reference:
customer-service-management/reference/r_CustomerServiceCaseForm.html
NEW QUESTION # 96
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- A. Define the number of hours needed to develop the associated requirements
- B. Implementation is only as good as the underlying process
- C. Have a clear understanding of the use cases
- D. Provide consistent service to customers
- E. Define the Business Pain Points
Answer: A,B,C,E
NEW QUESTION # 97
Which roles can propose a case as a Major Case candidate? (Choose three.)
- A. Proxy contact (sn_customerservice.proxy_contact)
- B. Major issue manager (sn_majorissue_mgt.major_issue_manager)
- C. Customer service manager (sn_customerservice_manager) Most Voted
- D. Customer case manager (sn_customerservice.customer_case_manager)
- E. Customer service agent (sn_customerservice_agent) Most Voted
Answer: B,C,E
NEW QUESTION # 98
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
- A. Asset management has different use cases for tracking specific products or services customers are using Most Voted
- B. The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner
- C. A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle
- D. It includes all of the data crucial to support customers as efficiently as possible
Answer: A
NEW QUESTION # 99
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. SharePoint blocks this integration
- B. The imported article will have the same category it had in the source knowledge base
- C. Only applications that allow WebDAV connections can be integrated
- D. Imported external articles appear as attachments in ServiceNow
Answer: B,C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/concept/knowledge-external-content-integration.html
NEW QUESTION # 100
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 role of sn_customerservice.customer_case_manager must be assigned
- D. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/config-major-case-synchronization.html
NEW QUESTION # 101
What are the characteristics of Knowledge Categories?
- A. Shareable across KBs: No ; Multi-Level: Yes
- B. Shareable across KBs: Yes ; Multi-Level: No
- C. Shareable across KBs: No ; Multi-Level: No
- D. Shareable across KBs: Yes ; Multi-Level: Yes
Answer: A
NEW QUESTION # 102
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?
- A. While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
- B. The CMDB only tracks CIs, assets cannot be CIs
- C. The CMDB tracks all assets as configuration items (CIs)
- D. The contract and entitlements of an asset dictate whether or not it is stored in the CMDB
Answer: A
Explanation:
https://docs.servicenow.com/bundle/washingtondc-it-asset-management/page/product/hardware-asset-management/concept/work-with-asset-ci.html
NEW QUESTION # 103
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ServiceNow CIS-CSM certification validates the implementation specialist’s ability to configure and implement ServiceNow CSM features to meet customer requirements. It demonstrates the specialist’s deep knowledge of ServiceNow CSM and its best practices, as well as their understanding of how to optimize CSM processes to achieve better customer satisfaction. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification also highlights the specialist’s commitment to continuous professional development, as the certification needs to be regularly renewed to ensure the specialist remains up-to-date with the latest ServiceNow CSM updates and features.
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Practice To CIS-CSM - Exams-boost Remarkable Practice On your ServiceNow Certified Implementation Specialist - Customer Service Management Exam Exam: https://drive.google.com/open?id=1hIdN-cTEfXIPMkIVT7CH-ooIUIfWUqZ9