CIS-CSM Free Exam Questions & Answers PDF Updated on Oct-2021 [Q10-Q28]

CIS-CSM Free Exam Questions & Answers PDF Updated on Oct-2021

Latest CIS-CSM Exam Dumps Recently Updated 65 Questions

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.

Understanding functional and technical aspects of ServiceNow Certified CIS CSM

The following will be asked from you in the SERVICENOW CIS-CSM dumps:

• Functionality and features added or changed in the current release
• State model and default process flow
• Basic and advanced operations performed by users and the system
• Basic and advanced features in baseline installation of the current release

 

NEW QUESTION 10
What is required to enable the Follow the sun field on the Customer Service Case form?

• A. The plugin 'com.snc.csm_time_recording' needs to be activated
• B. Nothing, it is a standard field
• C. The value property on the form must be set to true and the field added to the case form
• D. The value property on the form must be set to true

Answer: D

 

NEW QUESTION 11
Which social media channels are NOT available out-of-box?

• A. All of the above
• B. LinkedIn
• C. None of the above
• D. Twitter
• E. Facebook

Answer: C

 

NEW QUESTION 12
What is required to enable the Follow the sun field on the Customer Service Case form?

• A. The plugin 'com.snc.csm_time_recording' needs to be activated
• B. Nothing, it is a standard field
• C. The value property on the form must be set to true and the field added to the case form
• D. The value property on the form must be set to true

Answer: D

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html

 

NEW QUESTION 13
What one of the following is optional when creating a Catalog workflow?

• A. Publishing the workflow
• B. Defining workflow activities
• C. Managing workflow versions
• D. Approving the workflow

Answer: C

 

NEW QUESTION 14
Articles can provide the following: (Choose three.)

• A. Provide answers and responses to common issues or questions
• B. Document current and known issues
• C. Share product information
• D. Information about customer's service contract

Answer: A,B,C

Explanation:
Explanation

 

NEW QUESTION 15
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

• A. Manage requests on behalf of customer service agents
• B. Manage major incident communication on behalf of a customer service manager
• C. Manage cases on behalf of customer service agents
• D. Create cases on behalf of customers
• E. Create requests on behalf of customers

Answer: D,E

Explanation:
Explanation

 

NEW QUESTION 16
Special Handling Notes can apply to which one of the following based on specific attributes?

• A. Contact
• B. Holiday
• C. VIP
• D. Domain

Answer: B

 

NEW QUESTION 17
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

• A. True
• B. False

Answer: A

 

NEW QUESTION 18
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)

• A. Chat
• B. Web
• C. Social
• D. Email

Answer: B,D

Explanation:
Explanation

 

NEW QUESTION 19
Which of the following are channels? (Choose two.)

• A. Contacts
• B. Chat
• C. Article
• D. Web

Answer: B,D

Explanation:
Explanation

 

NEW QUESTION 20
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :

• A. Partner [sn_customerservice.partner]
• B. Customer case manager [sn_customerservice.customer_case_manager]
• C. Partner administrator [sn_customerservice.partner_admin]
• D. Consumer [sn_customerservice.consumer]
• E. Customer administrator [sn_customerservice.customer_admin]
• F. Customer [sn_customerservice.customer]

Answer: B

 

NEW QUESTION 21
How many active OpenFrame configurations can you have on an instance?

• A. Unlimited
• B. 0
• C. 1
• D. 2

Answer: A

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/jakarta-customer-service-management/page/product/ customer-service-management/task/t_CreateAnOpenFrameConfiguration.html

 

NEW QUESTION 22
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

• A. Define the number of hours needed to develop the associated requirements
• B. Implementation is only as good as the underlying process
• C. Define the Business Pain Points
• D. Have a clear understanding of the use cases
• E. Provide consistent service to customers

Answer: A,B,C,D

 

NEW QUESTION 23
What are the conditions that matching rules are based on? (Choose two.)

• A. Filters set up in advanced work assignment
• B. Specific case attributes
• C. Agent resources best suited to work on a case
• D. Specific routing rules

Answer: B,C

 

NEW QUESTION 24
What should be part of the pre-engagement collateral?

• A. Customer Service roles template
• B. Stock Keeping Unit (SKU) and pricing sheet
• C. Frequently Asked Questions (FAQ)
• D. Scoping Guide

Answer: A

Explanation:
Explanation

 

NEW QUESTION 25
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 26
Match the business rule to its function in the Self-Service Portal.
Hot Area:

Answer:

Explanation:

Explanation

 

NEW QUESTION 27
Major Issue Management uses which one of the following capabilities?

• A. Targeted Communications
• B. Asset management
• C. Governance Risk and Control
• D. Record producers

Answer: A

 

NEW QUESTION 28
......

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