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The CIS-CSM certification is an essential certification for professionals who wish to demonstrate their expertise in CSM implementation and configuration. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification helps professionals stand out in the job market and opens up new career opportunities. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification also validates the professional's knowledge and skills, giving employers confidence in their abilities.
NEW QUESTION # 71
What is the purpose of a Catalog Item variable?
- A. Provides hint to the user on the field
- B. Opens a chat session with customer support
- C. Allows the customer or consumer to qualify their answer
- D. Allows the customer to ask a question
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service- catalog-management/task/t_CreateAVariableForACatalogItem.html
NEW QUESTION # 72
What is a limitation regarding synchronization between a case and its associated work order?
- A. Updates on a case or work order will only synchronize after the work order is approved
- B. When creating a work order from a case only the Account field on the work order form is filed in but not the Company field
- C. If information changes on the Case form it is not updated on the Work Order form
- D. The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized
Answer: C
NEW QUESTION # 73
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION # 74
Which roles are responsible for maintaining account team membership? (Choose two.)
- A. System Administrator [admin]
- B. Customer Case Manager [sn_customerservice.customer_case_manager]
- C. Customer Admin [sn_customerservice.customer.admin]
- D. Customer Service Manager [sn_customerservice_manager]
Answer: A,D
NEW QUESTION # 75
Information about a customer's service contract is found in Knowledge.
- A. False
- B. True
Answer: A
NEW QUESTION # 76
Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?
- A. The major case candidate requires an approval from the major issue manager
- B. The major case candidate becomes the major case
- C. A new major case is created and the major case candidate Is added as a child to the major case
- D. The major case candidate is closed and a new major case is created
Answer: C
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/major-candidate-child-case-types.html
NEW QUESTION # 77
How can multiple service catalogs be made available on the Customer Service Portal?
- A. Create user criteria for each of the applicable service catalogs
- B. Add them to the list of service catalogs in the Customer Service Portal header widget options
- C. Include them in the list of service catalogs on the Customer Service Portal record
- D. Only the Customer Service service catalog can be used on the Customer Service Portal
Answer: C
NEW QUESTION # 78
What does NLU stand for?
- A. Natural-Learning URL
- B. Natural-Learning Userability
- C. Natural-Language Understanding Most Voted
- D. Natural-Language URL
Answer: C
NEW QUESTION # 79
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
- A. webDAV-compilant
- B. WebDAV-versioned
- C. Web-based
- D. Web-configurable
Answer: A
NEW QUESTION # 80
In ServiceNow's CSM Application, what is an interaction?
- A. A binding agreement between two parties
- B. A request for assistance made through a chat, phone call, or walk-up
- C. A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer
- D. Any configuration item that has been made accessible to customers
Answer: B
NEW QUESTION # 81
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers
- A. Store APPs
- B. Update Sets
- C. XML unloads
- D. Plugins
Answer: A,D
Explanation:
Store Apps: The exclusive source for Now Certified enterprise workflow apps from partners that complement and extend ServiceNow.
- Plugins: Plugins are software components that provide specific features and functionalities within a ServiceNow instance.
https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/plugins/concept/c_ServiceNowPlugins.html
https://store.servicenow.com/sn_appstore_store.do#!/store/aboutus
NEW QUESTION # 82
How many active OpenFrame configurations can you have on an instance?
- A. Unlimited
- B. 0
- C. 1
- D. 2
Answer: A
NEW QUESTION # 83
What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?
- A. Request Item
- B. Service Catalog Request
- C. Record Producer
- D. Catalog item
Answer: C
Explanation:
https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/service-catalog-management/concept/c_RecordProducer.html
NEW QUESTION # 84
What is KCS (Knowledge Centered Services)?
- A. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
- B. An application that helps agents and managers to create cases from Knowledge articles
- C. A dashboard with specific visualization of the different knowledge bases and categories
- D. A documented methodology to provide a set of best practices for creating and maintaining knowledge Most Voted
Answer: D
Explanation:
https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/product/knowledge-management/concept/knowledge-centred-configuration.html#:~:text=Knowledge%2DCentered%20Service%20(KCS),KCS%20(V6)%20verified%20product.
NEW QUESTION # 85
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Chat
- B. Web
- C. Email
- D. Social
Answer: B,C
NEW QUESTION # 86
Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?
- A. The form header for the case form can display five levels of field values from the case table
- B. The form headers secondary values can only be displayed above the ribbon components
- C. The form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components
- D. The form header's primary values can be displayed in the contextual side panel instead of above the ribbon components
Answer: C
NEW QUESTION # 87
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.
- A. B2C
- B. B2B
Answer: A
NEW QUESTION # 88
Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?
- A. Define Work Item Queues (Where to route)
- B. Define Assignment Rules (How to assign work items)
- C. Configure Service Channels (What to route)
- D. Set the Agent Experience (What agents see in their Workspace inbox)
Answer: A
NEW QUESTION # 89
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice.consumer_agent
- B. sn_customerservice_manager
- C. admin
- D. sn_customerservice_agent
Answer: D
Explanation:
Reference:
customer-service-management/task/create-a-consumer-record.html
NEW QUESTION # 90
From what places in SN can an agent create a case? (Choose three.)
- A. Chat
- B. Account
- C. Customer Service Application
- D. Contact
Answer: B,C,D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html
NEW QUESTION # 91
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.)
- A. User Criteria
- B. Knowledge Product Entitlements
- C. ACL
- D. Data Policy
Answer: A,B
NEW QUESTION # 92
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
- A. Order
- B. Request
- C. FAQ
- D. Contract
- E. Monitoring
- F. Billing
Answer: A
NEW QUESTION # 93
Name a security benefit gained from using scoped applications:
- A. Prevents changes to tables without explicit permission from IT
- B. Limits the number of update sets that can be applied
- C. Prevents third party Integrations
- D. Limits accessibility to other applications in the Instance
Answer: D
NEW QUESTION # 94
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Exam Dumps Use Real CIS-Customer Service Management Dumps With 231 Questions: https://drive.google.com/open?id=1SIULtr5xk91oApjSbqj9PccZ08lFQuIg
