[May 11, 2023] Latest CIS-Customer Service Management CIS-CSM Actual Free Exam Questions
CIS-Customer Service Management CIS-CSM Dumps Updated Practice Test and 103 unique questions
The ServiceNow CIS-CSM exam covers a wide range of topics, including but not limited to, customer service management processes, functionality, and configuration. The exam is designed to test the candidate's ability to implement and configure customer service management solutions in accordance with industry best practices.
How to Prepare For ServiceNow Certified CIS CSM
Preparation Guide for ServiceNow Certified CIS CSM
Introduction to ServiceNow Certified CIS CSM
ServiceNow certification gives attendees the knowledge and confidence to take full advantage of the ServiceNow platform. Throughout the training and certification programs, attendees learn to configure, customize and design with real‑world examples and a hands‑on approach.
Customers demand seamless and efficient service that is easy to access and frictionless. That's why customer service providers need to be prepared to provide connected and effective service, no matter which channel a customer uses to engage.
ServiceNow Certification exams are computer‑based, multiple‑choice exams delivered by ServiceNow testing partner Kryterion, in a proctored environment. Online proctoring is also available.
The ServiceNow Certified Implementation Specialist - Customer Service Management Exam Specification defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites to become CIS-CSM certified.
The Certified Implementation Specialist - Customer Service Management exam certifies that a successful candidate has the skills and essential knowledge to lead and contribute to the configuration, implementation, and maintenance of the ServiceNow CSM application.
ServiceNow believes in the potential of technology to reduce our employment insecurity and make people work better. They change old manual ways of working into modern digital workflows. They have an expansive portfolio of IT, HR, Customer Service, and other divisions covering the training offerings of the Now Network. If you are just getting started or ready to develop your expertise and knowledge of ServiceNow, they will teach you how to work quickly and maximize your use. Demand for specialists at ServiceNow is rising rapidly. Certification by ServiceNow gives participants the information and trust to take full advantage of the ServiceNow program. Attendees learn to configure, customize, and build with real-world examples and a hands-on approach in the training and certification programs.
SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test is beneficial for the Certified Implementation Specialist - Customer Service Management exam is available to ServiceNow customers, partners, employees, and others interested in becoming a ServiceNow Customer Service Management Certified Implementation Specialist.
ServiceNow is a software platform which supports IT Service Management (ITSM). It helps you to automate IT Business Management (ITBM). This cloud-based platform is designed based on ITIL guidelines.
ServiceNow focuses on service-orientation toward the tasks, activities, and processes. It uses machine learning to leverage data and workflows to help modern enterprise becomes faster and more scalable.
It offers the flexibility, power, and dependability to achieve the goals of the incident and problem management. Moreover, users are free to select their most comfortable support interface. It provides all the information to the technician to diagnose and repair issues while removing the dependency on spreadsheets and emails.
NEW QUESTION # 11
From a security perspective, scoping brings several benefits: (Choose two.)
- A. Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals
- B. The scope holds the records and acts as a container for the desired Customer Service Management Applications
- C. IT can manage and control the pace of the CSM teams because dependencies have been put in place
- D. Improves instance security by limiting accessibility to other applications on the instance
Answer: A,B
NEW QUESTION # 12
What are the conditions that matching rules are based on? (Choose two.)
- A. Specific routing rules
- B. Specific case attributes
- C. Agent resources best suited to work on a case
- D. Filters set up in advanced work assignment
Answer: B,C
NEW QUESTION # 13
How many outbound email accounts are supported in Customer Service Management?
- A. Two
- B. Unlimited
- C. One
- D. One per business service
Answer: C
Explanation:
Explanation
NEW QUESTION # 14
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
- A. After 5 days
- B. After 7 days
- C. After 3 days
- D. After 1 day
Answer: A
NEW QUESTION # 15
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
- A. Reduces call volume
- B. Makes it easier for Agents to manage case volume
- C. Information about customer's service contract
- D. Allows access to Knowledge Articles that are related to products owned by a customer
Answer: A,B,D
NEW QUESTION # 16
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. Domain
- B. VIP
- C. Contact
- D. Holiday
Answer: D
NEW QUESTION # 17
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION # 18
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 # 19
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 # 20
What does the Agent Whisper function do?
- A. Lets agents have chat conversations with other agents without the requester knowing
- B. Lets agents and requesters have a conversation without the chat supervisor knowing
- C. Lets the chat supervisors have a conversation with the requester without the agent knowing
- D. Lets agents and chat supervisors have a conversation without the requester knowing
Answer: D
NEW QUESTION # 21
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
- A. Selecting none of the groups
- B. Missing configuration
- C. Selecting all the groups
- D. Misconfigured
Answer: C
NEW QUESTION # 22
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. The imported article will have the same category it had in the source knowledge base
- B. SharePoint blocks this integration
- C. Imported external articles appear as attachments in ServiceNow
- D. Only applications that allow WebDAV connections can be integrated
Answer: A,D
Explanation:
Explanation
NEW QUESTION # 23
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Service Catalog
- B. Knowledge Base
- C. Community
- D. Open An Incident
Answer: A,B,C
Explanation:
Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/ playbook/self-service-improvement.pdf
NEW QUESTION # 24
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice_agent
- B. admin
- C. sn_customerservice_manager
- D. sn_customerservice.consumer_agent
Answer: A
Explanation:
Reference:
customer-service-management/task/create-a-consumer-record.html
NEW QUESTION # 25
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. Configure Service Channels (What to route)
- B. Set the Agent Experience (What agents see in their Workspace inbox)
- C. Define Work Item Queues (Where to route)
- D. Define Assignment Rules (How to assign work items)
Answer: C
NEW QUESTION # 26
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. None of the above
- B. Record Producer only
- C. Entering question in portal only
- D. Both portal question entry and Record Producer
Answer: B
NEW QUESTION # 27
What do blue circles in the timeline of a case form represent?
- A. Comment
- B. State
- C. Activity
- D. Note
Answer: B
Explanation:
Explanation
NEW QUESTION # 28
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)
- A. Clone back to this instance from a valid instance
- B. Remove the Demo Data via a HI Request
- C. Zboot the instance
- D. Disable the Case Interceptor
Answer: A,B
NEW QUESTION # 29
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
- A. Product
- B. Asset
Answer: A
Explanation:
Explanation
NEW QUESTION # 30
......
Verified CIS-CSM dumps Q&As - 100% Pass from Lead1Pass: https://simplilearn.lead1pass.com/ServiceNow/CIS-CSM-practice-exam-dumps.html