Dumps Moneyack Guarantee - CIS-CSM Dumps UpTo 50% Off [Q28-Q50]

Dumps Moneyack Guarantee - CIS-CSM Dumps UpTo 50% Off

Updated Dec-2021 Pass CIS-CSM Exam - Real Practice Test Questions

ServiceNow CIS-CSM Exam Syllabus Topics:

Topic	Details
Topic 1	CSM Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics
Topic 2	Customer Service Management System Setup and Configuration Customer Service Management Integration
Topic 4	Integration with 3rd Party Systems Integration Capabilities Knowledge Management
Topic 5	CSM in ServiceNow Service Catalog CSM Portal CSM Setup
Topic 6	Migration of Historical Case Records Working with Clients
Topic 7	Communities and Performance Analytics Team Responsibilities Project Phases
Topic 8	Overview of CSM Application Engagement Methodology and Project Planning

For more info read reference:

CIS-CSM Official Certification Site

Who should take the ServiceNow Certified CIS CSM

The Certified Implementation Specialist Ã¢ÂÂ Customer Service Management exam is available to ServiceNow customers, partners, employees, and others interested in becoming a ServiceNow Customer Service Management Certified Implementation Specialist.

NEW QUESTION 28
Information in the Case Field 'Contact' is copied to which Incident Field?

A. Customer
B. User
C. Contact
D. Caller

Answer: C

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/csm-integration-sm-incident.html

NEW QUESTION 29
Information about a customer's service contract is found in Knowledge.

A. False
B. True

Answer: A

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html

NEW QUESTION 30
Access to a Knowledge base or Article can be restricted based on a customer's assets and the product models using which of the following? (Choose two.)

A. Data Policy
B. ACL
C. User Criteria
D. Knowledge Product Entitlements

Answer: C,D

NEW QUESTION 31
What are the conditions that matching rules are based on? (Choose two.)

A. Filters set up in advanced work assignment
B. Agent resources best suited to work on a case
C. Specific routing rules
D. Specific case attributes

Answer: B,D

NEW QUESTION 32
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.

A. Product
B. Asset

Answer: A

Explanation:
Explanation

NEW QUESTION 33
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer's Twitter profile details?

A. Social Profile
B. Consumer
C. Account
D. Not supported
E. Personnel File

Answer: A

NEW QUESTION 34
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

NEW QUESTION 35
What is required to enable the Follow the sun field on the Customer Service Case form?

A. Nothing, it is a standard field
B. The value property on the form must be set to true and the field added to the case form
C. The plugin 'com.snc.csm_time_recording' needs to be activated
D. The value property on the form must be set to true

Answer: D

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html

NEW QUESTION 36
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :

A. False
B. True

Answer: B

NEW QUESTION 37
Special Handling Notes can apply to which one of the following based on specific attributes?

A. VIP
B. Holiday
C. Domain
D. Contact

Answer: D

NEW QUESTION 38
Information in the Case Field 'Contact' is copied to which Incident Field?

A. Customer
B. User
C. Contact
D. Caller

Answer: C

Explanation:
Explanation

NEW QUESTION 39
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

A. False
B. True

Answer: B

Explanation:
Explanation

NEW QUESTION 40
If only one user reports a content for moderation, the content will be hidden.

A. False
B. True

Answer: A

NEW QUESTION 41
What should be part of the pre-engagement collateral?

A. Customer Service roles template
B. Frequently Asked Questions (FAQ)
C. Scoping Guide
D. Stock Keeping Unit (SKU) and pricing sheet

Answer: A

Explanation:
Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/ ds-sim.pdf (2)

NEW QUESTION 42
What one of the following is optional when creating a Catalog workflow?

A. Approving the workflow
B. Managing workflow versions
C. Defining workflow activities
D. Publishing the workflow

Answer: B

Explanation:
Explanation

NEW QUESTION 43
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

A. Entering question in portal only
B. None of the above
C. Both portal question entry and Record Producer
D. Record Producer only

Answer: D

Explanation:
Explanation

NEW QUESTION 44
Match the business rule to its function in the Self-Service Portal.
Hot Area:

Answer:

Explanation:

Explanation

Explanation

NEW QUESTION 45
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

A. Case Escalation
B. Case State
C. Case Categorization
D. Case Prioritization

Answer: C,D

Explanation:
Explanation

NEW QUESTION 46
What is required to synchronize fields from a parent to a child case(s)?

A. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
B. The role of sn_customerservice.customer_case_manager must be assigned
C. No action required, this is a standard Customer Service Management feature
D. Major Issue Management needs to be installed and certain properties enabled

Answer: C

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 47
Articles can provide the following: (Choose three.)