CIS-Customer Service Management CIS-CSM Real Exam Questions and Answers FREE Updated on Jul 21, 2023
CIS-CSM Ultimate Study Guide - Exam4Docs
ServiceNow CIS-CSM certification exam is designed for professionals who want to validate their skills and knowledge in implementing and managing customer service management solutions using the ServiceNow platform. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is globally recognized and highly sought after by employers in various industries.
ServiceNow CIS-CSM (ServiceNow Certified Implementation Specialist - Customer Service Management) Exam is a certification exam designed to test the knowledge and skills of professionals who are responsible for implementing and configuring ServiceNow's Customer Service Management (CSM) application. CIS-CSM exam is designed for individuals who have a solid understanding of IT service management principles and have experience working with ServiceNow's platform. Passing CIS-CSM exam is proof that a candidate has the necessary skills to successfully implement and configure ServiceNow's CSM application and can effectively manage customer service requests.
NEW QUESTION # 25
If only one user reports a content for moderation, the content will be hidden.
- A. False
- B. True
Answer: A
Explanation:
Explanation
NEW QUESTION # 26
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?
- A. Customer admin (sn_customerservice.customer_admin)
- B. Customer Service Manager (sn_customerservice_manager)
- C. Service organization administrator (sn_customerservice.service_organization_admin)
- D. System administrator (admin)
Answer: B
NEW QUESTION # 27
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Open An Incident
- B. Service Catalog
- C. Knowledge Base
- D. Community
Answer: B,C,D
Explanation:
Explanation
NEW QUESTION # 28
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
- A. Close work orders
- B. Manage cases
- C. Manage assets
- D. Execute assigned tasks
- E. Manage requests
Answer: A,B,D
Explanation:
When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.
NEW QUESTION # 29
What are the Forum User Types? (Choose three.)
- A. Admin
- B. Public
- C. Custom
- D. Moderator
- E. Registered
Answer: B,D,E
NEW QUESTION # 30
Which social media channels are NOT available out-of-box?
- A. LinkedIn
- B. All of the above
- C. None of the above
- D. Twitter
- E. Facebook
Answer: C
NEW QUESTION # 31
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
- A. Contract
- B. Billing
- C. Order
- D. FAQ
- E. Monitoring
- F. Request
Answer: C
NEW QUESTION # 32
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. None of the above
- B. Entering question in portal only
- C. Record Producer only
- D. Both portal question entry and Record Producer
Answer: C
NEW QUESTION # 33
How many outbound email accounts are supported in Customer Service Management?
- A. One per business service
- B. One
- C. Two
- D. Unlimited
Answer: B
Explanation:
Reference:
id=community_question&sys_id=8c8a948f1bc3cc50ada243f6fe4bcba4
NEW QUESTION # 34
_____________________ is a role for agents who assists consumers with questions, issues, and problems.
This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :
- A. Customer administrator [sn_customerservice.customer_admin]
- B. Consumer Agent [sn_customerservice.consumer_agent]
- C. Partner [sn_customerservice.partner]
- D. Customer case manager [sn_customerservice.customer_case_manager]
- E. Agent manager [sn_customerservice_manager]
- F. Agent [sn_customerservice_agent]
Answer: B
NEW QUESTION # 35
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. False
- B. True
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/london-customer-service-management/page/product/ customer-service-management/task/view-csm-executive-dashboard.html
NEW QUESTION # 36
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. The value property on the form must be set to true and the field added to the case form
- B. The value property on the form must be set to true
- C. Nothing, it is a standard field
- D. The plugin 'com.snc.csm_time_recording' needs to be activated
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html
NEW QUESTION # 37
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
- A. Information about customer's service contract
- B. Makes it easier for Agents to manage case volume
- C. Reduces call volume
- D. Allows access to Knowledge Articles that are related to products owned by a customer
Answer: B,C,D
NEW QUESTION # 38
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
- A. False
- B. True
Answer: B
NEW QUESTION # 39
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. False
- B. True
Answer: B
NEW QUESTION # 40
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 # 41
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ServiceNow CIS-CSM Exam is a comprehensive exam that requires extensive preparation and study. CIS-CSM exam consists of 60 multiple-choice questions, and candidates have 90 minutes to complete it. The passing score for the exam is 70%, and candidates can retake the exam if they fail to pass it on the first attempt.
Ultimate Guide to Prepare CIS-CSM Certification Exam for CIS-Customer Service Management: https://www.exam4docs.com/CIS-CSM-study-questions.html
Use Real CIS-CSM Dumps - ServiceNow Correct Answers: https://drive.google.com/open?id=1Sdmu28i25lAv0xhCHw5lBFkQjkGdd1An
