Study HIGH Quality CIS-CSM Free Study Guides and Exams Tutorials [Q46-Q70]

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Study HIGH Quality CIS-CSM Free Study Guides and Exams Tutorials

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ServiceNow CIS-CSM certification exam covers a range of topics related to the CSM module, including service level agreements, case management, knowledge management, customer service analytics, and the integration of CSM with other ServiceNow modules. Candidates who pass the exam demonstrate their ability to configure and customize the CSM module to meet the specific needs of their organization. They also understand how to leverage the platform’s capabilities to drive customer satisfaction and improve service delivery.

To become ServiceNow CIS-CSM certified, candidates must pass a 60-question multiple-choice exam within 90 minutes. CIS-CSM exam can be taken online, and candidates must achieve a minimum passing score of 70%. ServiceNow Certified Implementation Specialist – Customer Service Management Exam certification is valid for two years, after which candidates must renew their certification by passing a recertification exam or completing professional development activities. The ServiceNow CIS-CSM certification is a valuable credential for professionals who want to demonstrate their expertise in implementing and managing ServiceNow’s CSM module and enhance their career prospects in the customer service management field.

NEW QUESTION 46
Which knowledge records can be configured with User Criteria?

Knowledge Base

Knowledge Base and Category

Knowledge Base, Category and Article

Knowledge Base and Article

NEW QUESTION 47
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

NEW QUESTION 48
What do blue circles in the timeline of a case form represent?

Triggered SLAs

State changes

Customer comments

Activity updates

NEW QUESTION 49
What is the primary output from the Requirements Gathering workshop?

Schedules

Use Cases

Stories

Personas

NEW QUESTION 50
The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench?
Choose 3 answers

Correlation

Simple Match

Scripted

Availability

Aggregate

NEW QUESTION 51
When creating or importing assets for CSM, model categories are used to: (Choose three.)

Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa Most Voted

Group assets together Most Voted

Build a classification structure for product models

Model the configuration options for each product model being sold to customers

Define a link between Asset classes and Configuration Item (CI) classes

NEW QUESTION 52
What is knowledge article versioning?

A content tracker for knowledge articles

A knowledge article publishing guide

The ability to manage and track article updates Most Voted

A knowledge article numbering guide

NEW QUESTION 53
The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?

Customer Service Manager (sn_customerservice_manager)

System administrator (admin)

Service organization administrator (sn_customerservice.service_organization_admin)

Customer admin (sn_customerservice.customer_admin)

NEW QUESTION 54
Major Issue Management uses which one of the following capabilities?

Governance Risk and Control

Targeted Communications

Asset management

Record producers

NEW QUESTION 55
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)

Can research questions issues, or problems, and create view and edit cases for only their own accounts Most Voted

Can assign the roles to other contacts in the same account

Can view assets belonging to their account Most Voted

Can edit information or roles for existing contacts

NEW QUESTION 56
Regarding Account Teams, what is the purpose of marking a role as ‘unique’?

The role then becomes a child responsibility

Ensure there is a dedicated account manager for that account

The role then becomes a parent responsibility

Prevent the same role being used on different customer accounts

NEW QUESTION 57
What one of the following is optional when creating a Catalog workflow?

Publishing the workflow

Defining workflow activities

Approving the workflow

Managing workflow versions

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflow- administration/task/t_CrtWkflwNewSvcCtlgItm.html

NEW QUESTION 58
Information in the Case Field ‘Contact’ is copied to which Incident Field?

Contact

User

Customer

Caller

Explanation

NEW QUESTION 59
How many active OpenFrame configurations can you have on an instance?

Unlimited

Reference:
customer-service-management/task/t_CreateAnOpenFrameConfiguration.html

NEW QUESTION 60
Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?

Account Contact (sn_cusiometservice.accouni_contactf

External (snc_external)

Cusiomer(sn_customerservice.customer)

Case Creator (sn_customer service, case creator)

NEW QUESTION 61
Which ServiceNow products can be integrated out-of-the-box with CSM?
Choose 3 answers

Risk Wana9emenI

ITOM Event Management

DevOps

Financial Management

Strategic Portfolio Management

https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/integrate-csm-other-applics.html

NEW QUESTION 62
A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)

Can Read user criteria

Whitelist all other groups from the Knowledge Base

Hide the Knowledge Base from the Knowledge Base Portal

Cannot Contribute user criteria

NEW QUESTION 63
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

True

False

NEW QUESTION 64
Which roles are considered external? (Choose two.)

Consumer Support Agent (sn_customerservice.consumer_agent)

Customer Admin (sn_customerservice.customer_admin) Most Voted

Partner Admin (sn_customerservice.partner_admin) Most Voted

Customer Service Agent (sn_customerservice_agent)

NEW QUESTION 65
Which of the following best describes how the CSM application uses the Asset table?

CSM uses the Product table instead of the ITSM Asset table

Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM

ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields

CSM uses the Product Model table instead of the ITSM Asset table

NEW QUESTION 66
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

NEW QUESTION 67
Major Issue Management uses which one of the following capabilities?

Governance Risk and Control

Targeted Communications

Asset management

Record producers

Explanation

NEW QUESTION 68
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

Define the Business Pain Points

Provide consistent service to customers

Have a clear understanding of the use cases

Define the number of hours needed to develop the associated requirements

Implementation is only as good as the underlying process

NEW QUESTION 69
What action is required to enable agents to create an incident record for a case?

They must be assigned with the read role for incident

They must be assigned with the itil role

They must be assigned with the snc_intemal role

They must be assigned with the sn_customerservice.itsm_contributor role

NEW QUESTION 70
What are the types of units used to measure entitlements? (Choose two.)

Hours

Contract

Cost

Case

Entitlements are counted on a per unit basis. The Unit field on the Service Entitlement form defines the unit type, either cases or hours.
Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product
/customer-service-management/task/configure-csm-entitlements.html

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