CIS-CSM PDF Exam Material 2024 Realistic CIS-CSM Dumps Questions
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ServiceNow CIS-CSM certification exam is designed to validate the skills and knowledge required for implementing and managing the Customer Service Management (CSM) module in ServiceNow. CIS-CSM exam is intended for individuals who have experience working with ServiceNow and wish to enhance their expertise in customer service management. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification exam comprises 60 multiple-choice questions and has a time limit of 90 minutes.
ServiceNow CIS-CSM Certification Exam is a valuable certification for professionals who work in customer service management. It demonstrates to employers that the individual has the necessary skills to implement and configure ServiceNow CSM to meet business requirements. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is also an excellent way for individuals to enhance their career prospects and increase their earning potential.
NEW QUESTION # 83
The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?
- A. Customer admin (sn_customerservice.customer_admin)
- B. Customer Service Manager (sn_customerservice_manager)
- C. Service organization administrator (sn_customerservice.service_organization_admin)
- D. System administrator (admin)
Answer: D
NEW QUESTION # 84
How are Service Catalogs and Catalog Items related? (Choose two.)
- A. A catalog item can be associated with one or more service catalogs Most Voted
- B. A catalog item can only be associated with one service catalog
- C. Service catalogs may contain multiple catalog items Most Voted
- D. Access to catalog items is determined by the service catalog's assigned user criteria
Answer: A,C
NEW QUESTION # 85
Major Issue Management uses which one of the following capabilities?
- A. Governance Risk and Control
- B. Record producers
- C. Targeted Communications
- D. Asset management
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/major-issue-management.html
NEW QUESTION # 86
From what places in SN can an agent create a case? (Choose three.)
- A. Chat
- B. Contact
- C. Customer Service Application
- D. Account
Answer: A,C,D
Explanation:
Reference:
customer-service-management/reference/r_CustomerServiceCaseForm.htmlc
NEW QUESTION # 87
In the Customer Service Management space, what does the term asset management mean?
- A. Tables in the Asset application
- B. A set of business activities and processes used to track assets
- C. Financial, contractual and inventory information of assets
- D. Tracking products or services customers are using
Answer: C
Explanation:
Explanation
NEW QUESTION # 88
Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?
- A. The create contact (consumer) feature is available in all CSM Workspaces
- B. The create contact (consumer) feature is only available in the CSM Configurable Workspace Most Voted
- C. The create contact (consumer) feature is only available in the Agent Workspace
- D. The create contact (consumer) feature is not available in any of the CSM Workspaces
Answer: B
NEW QUESTION # 89
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Service Catalog
- B. Knowledge Base
- C. Community
- D. Open An Incident
Answer: A,B,C
Explanation:
Explanation
NEW QUESTION # 90
Which roles can propose a case as a Major Case candidate? (Choose three.)
- A. Major issue manager (sn_majorissue_mgt.major_issue_manager)
- B. Proxy contact (sn_customerservice.proxy_contact)
- 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: A,C,E
NEW QUESTION # 91
The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench?
Choose 3 answers
- A. Simple Match
- B. Availability
- C. Scripted
- D. Correlation
- E. Aggregate
Answer: A,C,E
NEW QUESTION # 92
What are the types of units used to measure entitlements? (Choose two.)
- A. Contract
- B. Cost
- C. Case
- D. Hours
Answer: C,D
Explanation:
Entitlements are counted on a per unit basis. The Unit field on the Service Entitlement form defines the unit type, either cases or hours.
Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/configure-csm-entitlements.html
NEW QUESTION # 93
Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?
- A. Proactive Customer Service Operations
- B. Trending Topics
- C. Auto-Responder
- D. Self-Service Analytics
Answer: C
NEW QUESTION # 94
In the Customer Service Management space what defines the term asset?
- A. A specific product instance supported for a customer
- B. A product that a company supports
- C. A resource that allows a business service
- D. A physical item
Answer: A
NEW QUESTION # 95
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A. Update Case Entitlement
- B. Apply Role by Customer
- C. Auto Assessment
- D. Change Update to Close
Answer: A,C
Explanation:
Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/reference/r_BRIWCustomerService.html
NEW QUESTION # 96
How many outbound email accounts are supported in Customer Service Management?
- A. Two
- B. Unlimited
- C. One per business service
- D. One
Answer: D
NEW QUESTION # 97
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. The plugin 'com.snc.csm_time_recording' needs to be activated
- C. The value property on the form must be set to true
- D. Nothing, it is a standard field
Answer: C
NEW QUESTION # 98
What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers
- A. Service Reporting
- B. Service-Aware CMDB
- C. Service-Aware Install Base
- D. Service Monitoring
- E. Proactive Prevention
- F. proactive Case
Answer: A,C,F
NEW QUESTION # 99
When working with case types, what is the lowest level in the case type hierarchy called?
- A. Sub-level
- B. Decision-level
- C. Leaf-level
- D. Base-level
Answer: C
NEW QUESTION # 100
What are the advantages of leading indicators over lagging indicators? (Choose two.)
- A. Hard to influence
- B. Prospective Most Voted
- C. Easy to influence
- D. Retrospective
Answer: B,C
NEW QUESTION # 101
Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?
- A. Configure Service Channels (What to route)
- B. Define Work Item Queues (Where to route)
- C. Set the Agent Experience (What agents see in their Workspace inbox)
- D. Define Assignment Rules (How to assign work items)
Answer: D
NEW QUESTION # 102
Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types?
Choose 3 answers
- A. Product expertise
- B. Historical
- C. Related task
- D. Account team responsibility
- E. Skill seniority
Answer: B,C,D
Explanation:
https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/128
NEW QUESTION # 103
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
- A. Close work orders
- B. Manage assets
- C. Manage requests
- D. Manage cases
- E. Execute assigned tasks
Answer: A,D,E
Explanation:
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.
Reference: https://docs.servicenow.com/bundle/madrid-field-service-management/page/product/field- service-management/concept/mobile-experience-fsm.html
NEW QUESTION # 104
When working with communication channels, what inbound email flows are available by default? (Choose two.)
- A. Create case for asset
- B. Update case from forward email
- C. Create case for product
- D. Create case from email
- E. Update case using reply
Answer: D,E
NEW QUESTION # 105
Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades How many sequential project phases and exit gates are there in the Now Create Methodology?
- A. Six
- B. Five
- C. Three
- D. Four
Answer: B
Explanation:
E-book see 223. https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/222
NEW QUESTION # 106
During which Now Create stage are workshops conducted?
- A. Close
- B. Deliver
- C. Execute
- D. Initiate
- E. Plan
Answer: E
NEW QUESTION # 107
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The CIS-CSM certification exam is designed to test candidates on their ability to implement, configure, and manage the ServiceNow customer service management application. CIS-CSM exam covers a variety of topics, including case management, customer service management, service level management, and reporting and analytics. Candidates who pass the exam will have demonstrated their ability to design and implement effective customer service solutions using the ServiceNow platform.
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