[2026] Use Valid New Free CIS-CSM Exam Dumps & Answers [Q101-Q125]

QUESTION 101
What is required to enable the Follow the sun field on the Customer Service Case form?

QUESTION 102
_____________________ 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 :

QUESTION 103
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

QUESTION 104
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)

QUESTION 105
What criteria can be used to determine when a new inbound case should be opened?

QUESTION 106
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)

QUESTION 107
Which roles are considered external?
Choose 2 answers

QUESTION 108
Match the business rule to its function in the Self-Service Portal.
Hot Area:

QUESTION 109
What should be part of the pre-engagement collateral?

QUESTION 110
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)

QUESTION 111
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)

QUESTION 112
From what places in SN can an agent create a case? (Choose three.)

QUESTION 113
Which of the following is a condition for matching rules?

QUESTION 114
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

QUESTION 115
Information in the Case Field ‘Contact’ is copied to which Incident Field?

QUESTION 116
What is required to synchronize fields from a parent to a child case(s)?

QUESTION 117
Which of the following are channels? (Choose two.)

QUESTION 118
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

QUESTION 119
What is the primary output from the Requirements Gathering workshop?

QUESTION 120
Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?

QUESTION 121
When are child cases updated from the parent case?

QUESTION 122
Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?

QUESTION 123
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary’s house.

QUESTION 124
Predictive Intelligence improves Case management by:

QUESTION 125
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)