Latest Feb-2025 ServiceNow CIS-CSM Dumps Updated 241 Questions
PDF Download Free of CIS-CSM Valid Practice Test Questions
ServiceNow CIS-CSM Exam is designed to test the knowledge and skills of individuals who want to become ServiceNow Certified Implementation Specialists in Customer Service Management. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is intended for professionals who are involved in the implementation, configuration, and management of ServiceNow Customer Service Management applications. Passing CIS-CSM exam validates that an individual has the necessary skills and knowledge to implement and configure ServiceNow Customer Service Management applications effectively.
ServiceNow CIS-CSM (ServiceNow Certified Implementation Specialist - Customer Service Management) Exam is a certification exam that confirms the competency of the professionals in the field of customer service management. ServiceNow is a cloud-based software company that provides IT service management, IT operations management, and IT business management solutions. ServiceNow's Customer Service Management (CSM) solution is a powerful tool that helps organizations to manage customer inquiries, requests, and issues efficiently. The CIS-CSM exam is designed to assess the knowledge and skills of the candidates in implementing ServiceNow CSM solutions.
ServiceNow CIS-CSM (ServiceNow Certified Implementation Specialist - Customer Service Management) Certification Exam is a professional certification that validates an individual's knowledge and expertise in implementing and managing ServiceNow's Customer Service Management (CSM) module. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is designed for individuals who work in customer service management and are responsible for implementing and configuring ServiceNow's CSM solutions. CIS-CSM exam covers various topics such as CSM fundamentals, service level agreements, service catalog, case management, knowledge management, and reporting.
NEW QUESTION # 114
If only one user reports a content for moderation, the content will be hidden.
- A. False
- B. True
Answer: A
NEW QUESTION # 115
What will be the state of a case after a customer rejects the solution proposed by an agent?
- A. Solution Rejected
- B. Open Most Voted
- C. New
- D. In Progress
Answer: B
NEW QUESTION # 116
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
- A. Consumer service portal
- B. Service catalog
- C. Communities
- D. Customer service portal
- E. Knowledge articles
Answer: B,C,E
NEW QUESTION # 117
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
- A. Customer [sn_customerservice.customer]
- B. Partner [sn_customerservice.partner]
- C. Customer administrator [sn_customerservice.customer_admin]
- D. Consumer [sn_customerservice.consumer]
- E. Partner administrator [sn_customerservice.partner_admin]
- F. Customer case manager [sn_customerservice.customer_case_manager]
Answer: F
NEW QUESTION # 118
Viewing a customer's install base in the CSM Workspaces enables customer service agents to: (Choose two.)
- A. Monitor related operational services and configuration items that affect service health
- B. Close an upsell of related products and services not yet purchased by a customer Most Voted
- C. See the detailed configurations of the products and services deployed for a customer to determine the action needed Most Voted
- D. Trace Information provided in a case to the right product or service to which it relates
Answer: B,C
NEW QUESTION # 119
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Community
- B. Knowledge Base
- C. Service Catalog
- D. Open An Incident
Answer: A,B,C
NEW QUESTION # 120
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. Enable NLU in Virtual Agent
- B. Choose the NLU service provider
- C. In the NLU Settings configure the Entity confidence threshold
- D. In the NLU Settings configure the Intent confidence threshold
Answer: A,B
NEW QUESTION # 121
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. Define Assignment Rules (How to assign work items)
- B. Define Work Item Queues (Where to route)
- C. Configure Service Channels (What to route)
- D. Set the Agent Experience (What agents see in their Workspace inbox)
Answer: B
NEW QUESTION # 122
What is KCS (Knowledge Centered Services)?
- A. A documented methodology to provide a set of best practices for creating and maintaining knowledge Most Voted
- B. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
- C. A dashboard with specific visualization of the different knowledge bases and categories
- D. An application that helps agents and managers to create cases from Knowledge articles
Answer: A
Explanation:
https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/product/knowledge-management/concept/knowledge-centred-configuration.html#:~:text=Knowledge%2DCentered%20Service%20(KCS),KCS%20(V6)%20verified%20product.
NEW QUESTION # 123
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 plugin 'com.snc.csm_time_recording' needs to be activated
- D. The value property on the form must be set to true
Answer: D
NEW QUESTION # 124
What are the Forum User Types? (Choose three.)
- A. Public
- B. Moderator
- C. Registered
- D. Custom
- E. Admin
Answer: A,B,C
Explanation:
Reference:
customer-communities/concept/communities-permissions.html
NEW QUESTION # 125
How many active OpenFrame configurations can you have on an instance?
- A. 0
- B. Unlimited
- C. 1
- D. 2
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/jakarta-customer-service-management/page/product/ customer-service-management/task/t_CreateAnOpenFrameConfiguration.html
NEW QUESTION # 126
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation
Explanation
NEW QUESTION # 127
What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?
- A. Can create, view, and edit cases for their partner accounts
- B. Can view assets belonging to their partner accounts
- C. Can create and update contacts for their partner accounts
- D. Can resolve cases reported by their partner accounts
Answer: B
NEW QUESTION # 128
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
- A. Billing
- B. Monitoring
- C. Request
- D. Contract
- E. Order
- F. FAQ
Answer: E
NEW QUESTION # 129
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