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How to Prepare For ServiceNow Certified CIS CSM
Preparation Guide for ServiceNow Certified CIS CSM
Introduction to ServiceNow Certified CIS CSM
ServiceNow certification gives attendees the knowledge and confidence to take full advantage of the ServiceNow platform. Throughout the training and certification programs, attendees learn to configure, customize and design with real‑world examples and a hands‑on approach.
Customers demand seamless and efficient service that is easy to access and frictionless. That's why customer service providers need to be prepared to provide connected and effective service, no matter which channel a customer uses to engage.
ServiceNow Certification exams are computer‑based, multiple‑choice exams delivered by ServiceNow testing partner Kryterion, in a proctored environment. Online proctoring is also available.
The ServiceNow Certified Implementation Specialist - Customer Service Management Exam Specification defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites to become CIS-CSM certified.
The Certified Implementation Specialist - Customer Service Management exam certifies that a successful candidate has the skills and essential knowledge to lead and contribute to the configuration, implementation, and maintenance of the ServiceNow CSM application.
ServiceNow believes in the potential of technology to reduce our employment insecurity and make people work better. They change old manual ways of working into modern digital workflows. They have an expansive portfolio of IT, HR, Customer Service, and other divisions covering the training offerings of the Now Network. If you are just getting started or ready to develop your expertise and knowledge of ServiceNow, they will teach you how to work quickly and maximize your use. Demand for specialists at ServiceNow is rising rapidly. Certification by ServiceNow gives participants the information and trust to take full advantage of the ServiceNow program. Attendees learn to configure, customize, and build with real-world examples and a hands-on approach in the training and certification programs.
SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test is beneficial for the Certified Implementation Specialist - Customer Service Management exam is available to ServiceNow customers, partners, employees, and others interested in becoming a ServiceNow Customer Service Management Certified Implementation Specialist.
ServiceNow is a software platform which supports IT Service Management (ITSM). It helps you to automate IT Business Management (ITBM). This cloud-based platform is designed based on ITIL guidelines.
ServiceNow focuses on service-orientation toward the tasks, activities, and processes. It uses machine learning to leverage data and workflows to help modern enterprise becomes faster and more scalable.
It offers the flexibility, power, and dependability to achieve the goals of the incident and problem management. Moreover, users are free to select their most comfortable support interface. It provides all the information to the technician to diagnose and repair issues while removing the dependency on spreadsheets and emails.
ServiceNow CIS-CSM Exam Syllabus Topics:
| Topic | Details |
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| Topic 1 |
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| Topic 2 |
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| Topic 3 |
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NEW QUESTION 15
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. User Criteria
- C. ACL
- D. Knowledge Product Entitlements
Answer: B,D
NEW QUESTION 16
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. False
- B. True
Answer: B
NEW QUESTION 17
Which of the following are channels? (Choose two.)
- A. Web
- B. Article
- C. Contacts
- D. Chat
Answer: A,D
NEW QUESTION 18
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. User Criteria
- B. ACL
- C. Data Policy
- D. Knowledge Product Entitlements
Answer: A,C
NEW QUESTION 19
What is required to synchronize fields from a parent to a child case(s)?
- A. Major Issue Management needs to be installed and certain properties enabled
- B. No action required, this is a standard Customer Service Management feature
- C. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- D. The role of sn_customerservice.customer_case_manager must be assigned
Answer: B
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 20
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Contact
- B. Customer
- C. User
- D. Caller
Answer: A
NEW QUESTION 21
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A. Case Categorization
- B. Case Escalation
- C. Case State
- D. Case Prioritization
Answer: A,D
Explanation:
Explanation
NEW QUESTION 22
What are the Forum User Types? (Choose three.)
- A. Custom
- B. Admin
- C. Public
- D. Moderator
- E. Registered
Answer: C,D,E
NEW QUESTION 23
What is required to synchronize fields from a parent to a child case(s)?
- A. Major Issue Management needs to be installed and certain properties enabled
- B. No action required, this is a standard Customer Service Management feature
- C. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- D. The role of sn_customerservice.customer_case_manager must be assigned
Answer: B
Explanation:
Explanation
NEW QUESTION 24
From what places in SN can an agent create a case? (Choose three.)
- A. Chat
- B. Account
- C. Customer Service Application
- D. Contact
Answer: B,C,D
NEW QUESTION 25
What should be emphasized when designing solutions? (Choose three.)
- A. Minimize customizations
- B. Focus Out-of-the-box functionality
- C. Design for Scalability
- D. Mobile friendly functionality
Answer: B,C,D
NEW QUESTION 26
What should be part of the pre-engagement collateral?
- A. Stock Keeping Unit (SKU) and pricing sheet
- B. Scoping Guide
- C. Customer Service roles template
- D. Frequently Asked Questions (FAQ)
Answer: C
Explanation:
Explanation
NEW QUESTION 27
What is the purpose of a Catalog Item variable?
- A. Allows the customer to ask a question
- B. Opens a chat session with customer support
- C. Provides hint to the user on the field
- D. Allows the customer or consumer to qualify their answer
Answer: D
NEW QUESTION 28
The available case types are: (Choose two.)
- A. Product Support
- B. Support
- C. Product
- D. Order
Answer: B,D
NEW QUESTION 29
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 30
Predictive Intelligence improves Case management by:
- A. Predicting what values should have gone into empty fields in historical records
- B. Predicting Case values without manual intervention
- C. Reducing the number of records needed to accurately predict a value
- D. Replacing legacy routing rules
Answer: B
NEW QUESTION 31
What do blue circles in the timeline of a case form represent?
- A. Note
- B. Activity
- C. Comment
- D. State
Answer: D
Explanation:
Explanation
NEW QUESTION 32
Which of the following is a condition for matching rules?
- A. Assignment
- B. Switching
- C. Agent domain
- D. Specific case attributes
Answer: A
NEW QUESTION 33
Which of the following are best practice with regard to data imports? (Choose two.)
- A. When importing to multiple instances import to each instance separately.
- B. Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.
- C. Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.
- D. Images embedded in Knowledge Articles should be uploaded separately
Answer: A,D
NEW QUESTION 34
How many active OpenFrame configurations can you have on an instance?
- A. 0
- B. Unlimited
- C. 1
- D. 2
Answer: B
Explanation:
Explanation
NEW QUESTION 35
What one of the following is optional when creating a Catalog workflow?
- A. Managing workflow versions
- B. Approving the workflow
- C. Publishing the workflow
- D. Defining workflow activities
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflow- administration/task/t_CrtWkflwNewSvcCtlgItm.html
NEW QUESTION 36
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice_agent
- B. sn_customerservice.consumer_agent
- C. sn_customerservice_manager
- D. admin
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/create-a-consumer-record.html
NEW QUESTION 37
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