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CIS-CSM Exam Questions | Real CIS-CSM Practice Dumps
Difficulty in Attempting ServiceNow Certified CIS CSM
Use authentic websites to prepare for CIS-CSM exam. This exam is tough given its vast syllabus. It is difficult to comprehend each and every concept but practice tests and exams are good for the preparation. Being consistent with your preparations is the key. Our preparatory guide will surely serve as a road map to ace the CIS-CSM exam. The Certified Implementation Specialist â 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.
The exam consists of approximately (60) questions. For each question on the examination, there are multiple possible responses. The person taking the exam reviews the response options and selects the most correct answer to the question. Exam content is divided into Learning Domains that correspond to key topics and activities typically encountered during ServiceNow implementations. In each Learning Domain, specific learning objectives have been identified and are tested in the exam.
For each multiple-choice question on the exam, there are at least four possible responses. The candidate taking the exam reviews the response options and selects the one response most accurately answers the question.
For each multiple-select question on the exam, there are at least four possible responses. The question will state how many responses should be selected. The candidate taking the exam reviews the response options and selects ALL responses that accurately answer the question. Multiple-select questions have two or more correct responses.
If a candidate fails to pass an exam, they may register to take the exam again up to three more times at a cost.
There are plenty of resources available in the market place for oracle CIS-CSM exam that will help you prepare for the exam. Always remember to refer the ones from authentic and genuine sources. Our SERVICENOW CIS-CSM dumps and SERVICENOW CIS-CSM dumps pdf have all the content to pass the certification exam will not be too much difficult if the user shows aptitude for understanding complicated processes.
NEW QUESTION 22
Articles can provide the following: (Choose three.)
- A. Provide answers and responses to common issues or questions
- B. Document current and known issues
- C. Share product information
- D. Information about customer's service contract
Answer: A,B,C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/topic/p_KnowledgeManagment.html
NEW QUESTION 23
Which social media channels are NOT available out-of-box?
- A. All of the above
- B. LinkedIn
- C. None of the above
- D. Twitter
- E. Facebook
Answer: C
NEW QUESTION 24
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Customer
- B. User
- C. Contact
- D. Caller
Answer: C
NEW QUESTION 25
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :
- A. Escalate the chat to virtual agent
- B. Respond to questions
- C. Create a record, such as an incident or a case
- D. Escalate the chat to another agent
Answer: B,C,D
NEW QUESTION 26
If only one user reports a content for moderation, the content will be hidden.
- A. True
- B. False
Answer: B
NEW QUESTION 27
What is the purpose of a Catalog Item variable?
- A. Provides hint to the user on the field
- B. Allows the customer to ask a question
- C. Opens a chat session with customer support
- D. Allows the customer or consumer to qualify their answer
Answer: D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service- catalog-management/task/t_CreateAVariableForACatalogItem.html
NEW QUESTION 28
Major Issue Management uses which one of the following capabilities?
- A. Targeted Communications
- B. Asset management
- C. Governance Risk and Control
- D. Record producers
Answer: A
Explanation:
Explanation
NEW QUESTION 29
What are features of Customer Service Management? (Choose four.)
- A. Service Entitlements
- B. Demand Management
- C. Skills-based routing
- D. Service Contracts
- E. Service Prospecting
- F. Real-time SLAs
- G. Timed Audits
Answer: A,B,C,F
NEW QUESTION 30
_____________________ is a role for agents who assists consumers with questions, issues, and problems.
This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :
- A. Partner [sn_customerservice.partner]
- B. Customer administrator [sn_customerservice.customer_admin]
- C. Customer case manager [sn_customerservice.customer_case_manager]
- D. Consumer Agent [sn_customerservice.consumer_agent]
- E. Agent [sn_customerservice_agent]
- F. Agent manager [sn_customerservice_manager]
Answer: D
NEW QUESTION 31
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 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
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. The imported article will have the same category it had in the source knowledge base
- B. SharePoint blocks this integration
- C. Only applications that allow WebDAV connections can be integrated
- D. Imported external articles appear as attachments in ServiceNow
Answer: A,C
NEW QUESTION 34
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Manage requests on behalf of customer service agents
- B. Manage major incident communication on behalf of a customer service manager
- C. Manage cases on behalf of customer service agents
- D. Create cases on behalf of customers
- E. Create requests on behalf of customers
Answer: D,E
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/employee-create-case-for-customer.html
NEW QUESTION 35
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Service Catalog
- B. Open An Incident
- C. Community
- D. Knowledge Base
Answer: A,C,D
NEW QUESTION 36
Which one is NOT a dependency for the Customer Service Plugin?
- A. Communities
- B. Openframe
- C. Skills Management
- D. Task Activities
Answer: A
NEW QUESTION 37
Information about a customer's service contract is found in Knowledge.
- A. True
- B. False
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION 38
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 39
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A. Auto Assessment
- B. Apply Role by Customer
- C. Change Update to Close
- D. Update Case Entitlement
Answer: A,D
NEW QUESTION 40
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. The imported article will have the same category it had in the source knowledge base
- B. SharePoint blocks this integration
- C. Only applications that allow WebDAV connections can be integrated
- D. Imported external articles appear as attachments in ServiceNow
Answer: A,C
Explanation:
Explanation
NEW QUESTION 41
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. True
- B. False
Answer: A
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 42
Agents and managers cannot create knowledge articles from Community questions.
- A. True
- B. False
Answer: B
Explanation:
Explanation
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
NEW QUESTION 43
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)
- A. Clone back to this instance from a valid instance
- B. Disable the Case Interceptor
- C. Zboot the instance
- D. Remove the Demo Data via a HI Request
Answer: A,D
NEW QUESTION 44
Articles can provide the following: (Choose three.)
- A. Provide answers and responses to common issues or questions
- B. Document current and known issues
- C. Share product information
- D. Information about customer's service contract
Answer: A,B,C
NEW QUESTION 45
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. No action required, this is a standard Customer Service Management feature
- C. The role of sn_customerservice.customer_case_manager must be assigned
- D. Major Issue Management needs to be installed and certain properties enabled
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 46
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. True
- B. False
Answer: A
NEW QUESTION 47
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Benefits of ServiceNow Certified CIS CSM
CIS-CSM exam is one of the most famous certification exams in the IT world as it has many benefits for successful candidates. Passing the CIS-CSM Certified Implementation Specialist - Customer Service Management Exam is not like shooting fish in a barrel. To pass the ServiceNow CIS-CSM test with remarkable marks, you have to prepare the CIS-CSM test wisely. If you want to take the ServiceNow CIS-CSM quiz, then you must be looking for the best way to pass the Certified Implementation Specialist certification exam in one go.
Demand for ServiceNow experts is growing rapidly. 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 realâÂÂworld examples and a handsâÂÂon approach.
You will achieve market recognition, competitive differentiation, higher efficiency and outcomes, improved user group satisfaction, and a concrete indicator of your educational investment once you are ServiceNow accredited. If you are a young consultant beginning your career or a seasoned professional looking to deepen your experience and distinguish yourself from the competition, the ServiceNow deployment route will teach you to rapidly and efficiently deploy ServiceNow products in customer environments.
ServiceNow, a multinational multibillion dollar giant, offers IT service delivery tools to one of the leading markets. ServiceNow offers ITSM and SAM solutions for the end-to-end life-cycle maintenance of applications on a single platform. ServiceNow helps you optimize the IT tools that minimize costs and compliance through automatic sourcing, power, and optimization, and aligns your tech requirements with your overall market objectives. Demand for experts from ServiceNow is growing. ServiceNow qualification offers members the knowledge and confidence to take full advantage of the ServiceNow platform. During the training and certification processes, participants will be able to develop, adapt, and build real-world scenarios and a hands-on approach.
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