CIS-CSM PDF Download Feb-2025 ServiceNow Test To Gain Brilliante Result!
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To prepare for the ServiceNow CIS-CSM exam, candidates can attend training courses offered by ServiceNow or study independently using online resources. It is also recommended that candidates have practical experience in implementing and managing customer service management solutions using the ServiceNow platform.
ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM) exam is one of the most valued certifications in the ServiceNow ecosystem. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is designed for individuals who want to demonstrate their knowledge in implementing ServiceNow’s Customer Service Management (CSM) solutions. CIS-CSM exam evaluates the candidate’s ability to configure, implement, and manage ServiceNow CSM modules to deliver exceptional customer service experiences.
NEW QUESTION # 20
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
- A. Can view assets belonging to their account Most Voted
- B. Can research questions issues, or problems, and create view and edit cases for only their own accounts Most Voted
- C. Can assign the roles to other contacts in the same account
- D. Can edit information or roles for existing contacts
Answer: A,B
NEW QUESTION # 21
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 cases
- C. Manage assets
- D. Manage requests
- E. Execute assigned tasks
Answer: A,B,E
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 # 22
From what places in SN can an agent create a case? (Choose three.)
- A. Account
- B. Customer Service Application
- C. Chat
- D. Contact
Answer: A,B,D
Explanation:
Reference:
customer-service-management/reference/r_CustomerServiceCaseForm.htmlc
NEW QUESTION # 23
Information about a customer's service contract is found in Knowledge.
- A. False
- B. True
Answer: A
NEW QUESTION # 24
What are features of Customer Service Management? (Choose four.)
- A. Demand Management
- B. Skills-based routing
- C. Timed Audits
- D. Service Entitlements
- E. Service Prospecting
- F. Service Contracts
- G. Real-time SLAs
Answer: A,B,D,G
NEW QUESTION # 25
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
- A. Catalog
- B. Virtual Agent
- C. Web
- D. Portal
Answer: C
NEW QUESTION # 26
What do blue circles in the timeline of a case form represent?
- A. State
- B. Activity
- C. Note
- D. Comment
Answer: A
Explanation:
Explanation
NEW QUESTION # 27
A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)
- A. System administrator (admin) Most Voted
- B. Partner administrator [sn_customerservice.partner_admon] Most Voted
- C. Customer service manager (sn_customerservice_manager)
- D. Service organization administrator (sn_customerservice.service_organization_admin)
- E. Customer administrator (sn_customerservice.customer_admin) Most Voted
Answer: A,B,E
NEW QUESTION # 28
Which of the following are benefits that may be gained from using communities?
Choose 3 answers
- A. Get product feedback
- B. Reduce cost per sales
- C. Increase marketing effectiveness
- D. Reduce support costs
- E. Engagement with Customers
Answer: A,D,E
NEW QUESTION # 29
What is required to synchronize fields from a parent to a child case(s)?
- A. The role of sn_customerservice.customer_case_manager must be assigned
- B. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- 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 # 30
What action is required to enable agents to create an incident record for a case?
- A. They must be assigned with the itil role
- B. They must be assigned with the sn_customerservice.itsm_contributor role
- C. They must be assigned with the snc_intemal role
- D. They must be assigned with the read role for incident
Answer: C
NEW QUESTION # 31
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
- A. Open an incident
- B. Viewing knowledge articles
- C. Consumer self-registration
- D. Live chat
Answer: C
Explanation:
Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html
NEW QUESTION # 32
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. False
- B. True
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/london-customer-service-management/page/product/ customer-service-management/task/view-csm-executive-dashboard.html
NEW QUESTION # 33
From which one of the following can an agent create a CSM Case:
- A. Human Resource Application
- B. Special Handling Note
- C. Incident Management
- D. Chat
Answer: D
Explanation:
Source: https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/customer-service-case-types.html
NEW QUESTION # 34
When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed?
Choose 2 answers
- A. Choose the NLU service provider
- B. In the NLU Settings configure the Entity confidence threshold
- C. Enable NLU in Virtual Agent
- D. In the NLU Settings configure the Intent confidence threshold
Answer: A,C
NEW QUESTION # 35
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. Holiday
- B. VIP
- C. Contact
- D. Domain
Answer: C
Explanation:
https://killexams.com/demo-download/Servicenow-CIS-CSM
NEW QUESTION # 36
The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?
- A. As email is being used fewer agents would be required to create cases so service costs would go down
- B. It can lead to taster resolution of customer issues and faster response to customer inquiries Most Voted
- C. It is easier to report on data in emails which means managers would be better placed to track performance
- D. It would guarantee less wait time for customers who chose to call the customer service center
Answer: B
NEW QUESTION # 37
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 agent (sn_customerservice_agent) Most Voted
- D. Customer case manager (sn_customerservice.customer_case_manager)
- E. Customer service manager (sn_customerservice_manager) Most Voted
Answer: A,C,E
NEW QUESTION # 38
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
- A. sn_shn.popup_width
- B. sn_shn.note_preferences
- C. sn_shn.max_num_alerts
Answer: A
NEW QUESTION # 39
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
- B. The plugin 'com.snc.csm_time_recording' needs to be activated
- C. Nothing, it is a standard field
- D. The value property on the form must be set to true and the field added to the case form
Answer: A
Explanation:
Explanation
NEW QUESTION # 40
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Knowledge Base
- B. Community
- C. Service Catalog
- D. Open An Incident
Answer: A,B,C
Explanation:
Explanation
NEW QUESTION # 41
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