Free 2022 CIS-Customer Service Management CIS-CSM dumps are available on Google Drive shared by Prep4King
Welcome to download the newest Prep4King CIS-CSM PDF dumps: https://www.prep4king.com/CIS-CSM-exam-prep-material.html ( 65 Q&As)
NEW QUESTION 20
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
Explanation:
Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/ playbook/self-service-improvement.pdf
NEW QUESTION 21
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Contact
- B. User
- C. Customer
- D. Caller
Answer: A
Explanation:
Explanation
NEW QUESTION 22
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
- A. Chat
- B. Case
- C. Knowledge Article
- D. Accounts
Answer: B,D
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. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- C. The role of sn_customerservice.customer_case_manager must be assigned
- D. No action required, this is a standard Customer Service Management feature
Answer: D
NEW QUESTION 24
What are the Forum User Types? (Choose three.)
- A. Registered
- B. Admin
- C. Custom
- D. Public
- E. Moderator
Answer: A,D,E
Explanation:
Explanation
NEW QUESTION 25
In the Customer Service Management space, what does the term asset management mean?
- A. Tables in the Asset application
- B. Tracking products or services customers are using
- C. Financial, contractual and inventory information of assets
- D. A set of business activities and processes used to track assets
Answer: C
Explanation:
Explanation
NEW QUESTION 26
What do blue circles in the timeline of a case form represent?
- A. Comment
- B. State
- C. Note
- D. Activity
Answer: B
Explanation:
Explanation
NEW QUESTION 27
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. Only applications that allow WebDAV connections can be integrated
- B. Imported external articles appear as attachments in ServiceNow
- C. The imported article will have the same category it had in the source knowledge base
- D. SharePoint blocks this integration
Answer: A,C
Explanation:
Explanation
NEW QUESTION 28
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 29
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. True
- B. False
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_RolesInstalledWithCustomerService.html
NEW QUESTION 30
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer's Twitter profile details?
- A. Social Profile
- B. Account
- C. Personnel File
- D. Consumer
- E. Not supported
Answer: A
NEW QUESTION 31
What are features of Customer Service Management? (Choose four.)
- A. Skills-based routing
- B. Real-time SLAs
- C. Demand Management
- D. Service Entitlements
- E. Service Contracts
- F. Timed Audits
- G. Service Prospecting
Answer: A,B,C,D
NEW QUESTION 32
What should be part of the pre-engagement collateral?
- A. Customer Service roles template
- B. Stock Keeping Unit (SKU) and pricing sheet
- C. Scoping Guide
- D. Frequently Asked Questions (FAQ)
Answer: C
NEW QUESTION 33
Major Issue Management uses which one of the following capabilities?
- A. Targeted Communications
- B. Governance Risk and Control
- C. Record producers
- D. Asset management
Answer: A
NEW QUESTION 34
From what places in SN can an agent create a case? (Choose three.)
- A. Chat
- B. Customer Service Application
- C. Account
- D. Contact
Answer: B,C,D
NEW QUESTION 35
Agents and managers cannot create knowledge articles from Community questions.
- A. True
- B. False
Answer: B
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.
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/task/create-knowledge-article.html
NEW QUESTION 36
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. Contact
- B. VIP
- C. Domain
- D. Holiday
Answer: D
NEW QUESTION 37
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How to book the ServiceNow Certified CIS CSM
Each candidate must register for the exam via the ServiceNow Webassessor website using a voucher obtained by completing the ITSM Implementation training prerequisit- Voucher codes are nontransferable and provides the candidate eligibility to sit for the Certified Implementation Specialist â IT Service Management exam only.
During the registration process, each test taker has the option of taking the exam at an Authorized Testing Center or as an online-proctored exam. In both testing venues, the Certified Implementation Specialist exam is done through a consistent, friendly, user interface customized for ServiceNow tests.
The Kryterion testing network is worldwide and all locations offer a secure, comfortable testing environment. Candidates register for the exam at a specific date and time so there is no waiting and a seat is reserved in the testing center.
Each candidate can also choose to take the exam as an online-proctored exam. This testing environment allows a candidate to take the test on his or her own system provided that certain requirements are met.
Understanding functional and technical aspects of ServiceNow Certified CIS CSM
The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:
- Implementation solutions that work in conjunction with baseline application functionality
- Implementation approaches to meet requirements that preserve upgradability, scalability, and maintainability
Tested Material Used To CIS-CSM: https://www.prep4king.com/CIS-CSM-exam-prep-material.html
Following are some new CIS-CSM Real Exam Questions!: https://drive.google.com/open?id=1RmJSqW4dctwpLBvD5k823sWyuckj-68B
