Real ServiceNow CIS-CSM Exam Questions Study Guide [Q46-Q65]

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Real ServiceNow CIS-CSM Exam Questions Study Guide

Updated and Accurate CIS-CSM Questions for passing the exam Quickly

Earning the ServiceNow CIS-CSM certification demonstrates an individual’s ability to implement and configure ServiceNow Customer Service Management solutions effectively. ServiceNow Certified Implementation Specialist – Customer Service Management Exam certification is highly valued by organizations that use the ServiceNow platform, and it can significantly improve an individual’s career prospects. ServiceNow Certified Implementation Specialist – Customer Service Management Exam certification also demonstrates an individual’s commitment to ongoing professional development and staying up-to-date with the latest technologies and best practices in the industry.

Q46. 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.)

Knowledge Product Entitlements

Data Policy

ACL

User Criteria

Q47. When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

Social Channels

Social Profiles

Social Logs

Work notes

Additional comments

Q48. Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

Imported external articles appear as attachments in ServiceNow

Only applications that allow WebDAV connections can be integrated

The imported article will have the same category it had in the source knowledge base

SharePoint blocks this integration

Q49. ________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :

Partner administrator [sn_customerservice.partner_admin]

Consumer [sn_customerservice.consumer]

Customer [sn_customerservice.customer]

Partner [sn_customerservice.partner]

Customer case manager [sn_customerservice.customer_case_manager]

Customer administrator [sn_customerservice.customer_admin]

Q50. What is the purpose of the Guided Decisions capability?

Provide agents with an escalation guide

Guide agents through account management

Dynamically guide agents to help resolve complex cases

Provide agents with a knowledge guide

Q51. Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

Partner Service

Customer Service

Consumer Service

Product Service

Q52. The available case types are: (Choose two.)

Product Support

Order

Product

Support

Reference:
customer-service-management/concept/manage-csm-case-types.html

Q53. Which of the following is a condition for matching rules?

Agent domain

Assignment

Switching

Specific case attributes

Q54. Predictive Intelligence improves Case management by:

Predicting what values should have gone into empty fields in historical records

Reducing the number of records needed to accurately predict a value

Replacing legacy routing rules

Predicting Case values without manual intervention

Q55. If only one user reports a content for moderation, the content will be hidden.

True

False

Reference:
customer-communities/task/approve-reject-content.html

Q56. Information about a customer’s service contract is found in Knowledge.

False

True

Q57. Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

Case Performance

Case Analytics

Case Digest

Case Spotlight

Q58. Which are the key self-service functions of the Customer Support Portal? (Choose three.)

Community

Knowledge Base

Open An Incident

Service Catalog

Q59. Which of the following are correct for parent/child synchronization? (Choose two.)

Multiple child cases can be managed from a parent case as in Major Issue Management

The Administrator can choose which fields to synchronize from parent to child cases

Parent to child cases can be synchronized regardless of which state the case is in

The property to synchronize parent to child cases is automatically enabled

Q60. Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

Imported external articles appear as attachments in ServiceNow

Only applications that allow WebDAV connections can be integrated

The imported article will have the same category it had in the source knowledge base

SharePoint blocks this integration

Explanation

Q61. Which of the following are true regarding the Community Portal application? (Choose two.)

It is available to any customer with a Community license

It is available by default with the Support and Service portals

It is only available to CSM license holders

Most of the configuration does not require System Administrator role

Q62. What are common types of application record data that are imported during a CSM data migration?
(Choose two.)

Knowledge Article

Accounts

Chat

Case

Q63. Information in the Case Field ‘Contact’ is copied to which Incident Field?

Contact

User

Customer

Caller

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/csm-integration-sm-incident.html

Q64. How many outbound email accounts are supported in Customer Service Management?

One

Unlimited

Two

One per business service

Reference:
id=community_question&sys_id=8c8a948f1bc3cc50ada243f6fe4bcba4

Q65. Match the business rule to its function in the Self-Service Portal.
Hot Area: