[2025] Verified CIS-CSM Dumps Q&As - 1 Year Free & Quickly Updates
Latest 2025 Realistic Verified CIS-CSM Dumps - 100% Free CIS-CSM Exam Dumps
ServiceNow CIS-CSM: ServiceNow Certified Implementation Specialist - Customer Service Management is a certification exam that focuses on implementing and managing ServiceNow's Customer Service Management (CSM) application. CIS-CSM exam is designed for professionals who have experience in implementing and configuring ServiceNow CSM and are looking to validate their skills and knowledge.
ServiceNow CIS-CSM Certification Exam is ideal for IT professionals and project managers who specialize in customer service management and possess a good understanding of ServiceNow development methodologies. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification demonstrates the participant's ability to implement ServiceNow's customer service management applications effectively. CIS-CSM exam is conducted online and comprises multiple-choice questions that test the participant's proficiency in configuring and implementing ServiceNow customer service management applications.
NEW QUESTION # 118
How are Service Catalogs and Catalog Items related? (Choose two.)
- A. A catalog item can only be associated with one service catalog
- B. Access to catalog items is determined by the service catalog's assigned user criteria
- C. Service catalogs may contain multiple catalog items Most Voted
- D. A catalog item can be associated with one or more service catalogs Most Voted
Answer: C,D
NEW QUESTION # 119
What is the purpose of the sidebar feature in CSM Configurable Workspace?
- A. To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution
- B. Enables managers lo discreetly monitor chats between agents and customers
- C. Enables agents to access response templates to help them resolve cases faster and more efficiently
- D. Enables agents to keep information regarding details of the case visible at all times
Answer: A
Explanation:
https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/conversational-interfaces/concept/exploring-sidebar.html
NEW QUESTION # 120
For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?
- A. snc_internal and sn_customerservice_agent
- B. snc_intemai and snc_external
- C. snc_internal and sn_customerservice.consumer_agent
- D. snc_external and sn_customerservice.customer
Answer: B
NEW QUESTION # 121
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
- A. Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)
- B. Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)
- C. Activation of the Customer Service plugin (com.sn_customerservice)
- D. Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)
Answer: B
NEW QUESTION # 122
Entitlements specify the level of service provided to customers.
- A. False
- B. True
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION # 123
Information about a customer's service contract is found in Knowledge.
- A. False
- B. True
Answer: A
NEW QUESTION # 124
Entitlements are counted using two types of units:
- A. SLAs and contracts
- B. Hours and cases
- C. Days and assets
- D. Cases and products
Answer: B
NEW QUESTION # 125
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. Holiday
- B. VIP
- C. Domain
- D. Contact
Answer: D
Explanation:
https://killexams.com/demo-download/Servicenow-CIS-CSM
NEW QUESTION # 126
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
- A. Can view assets belonging to their account
- B. Can edit information or roles for existing contacts
- C. Can assign the roles to other contacts in the same account
- D. Can research questions issues, or problems, and create view and edit cases for only their own accounts
Answer: A,D
NEW QUESTION # 127
What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?
- A. Proxy Contact (sn_customservice.proxy_contact)
- B. Customer (sn_suctomservice.customer)
- C. Consumer (sn_customservice.consumer)
- D. External (snc_external)
Answer: A
NEW QUESTION # 128
Which of the following is a condition for matching rules?
- A. Switching
- B. Specific case attributes
- C. Assignment
- D. Agent domain
Answer: C
Explanation:
Reference:
customer-service-management/concept/case-assignment-matching-rules.html
NEW QUESTION # 129
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. False
- B. True
Answer: B
NEW QUESTION # 130
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
- A. Selecting all the groups
- B. Missing configuration
- C. Misconfigured
- D. Selecting none of the groups
Answer: A
NEW QUESTION # 131
What does viewing a customer's install base enable customer service agents to do? (Choose two.)
- A. Close an upsell of related products and services not yet purchased by a customer
- B. Monitor alerts for operational services and configuration items that affect service health
- C. Trace information provided m a case to the right product or service to which it relates
- D. See the detailed configurations of the products and services deployed for a customer to determine me action needed
Answer: C,D
NEW QUESTION # 132
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. User
- B. Caller
- C. Customer
- D. Contact
Answer: B
NEW QUESTION # 133
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 requests
- C. Manage assets
- D. Manage cases
- E. Execute assigned tasks
Answer: A,D,E
Explanation:
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 # 134
What one of the following is optional when creating a Catalog workflow?
- A. Defining workflow activities
- B. Managing workflow versions
- C. Approving the workflow
- D. Publishing the workflow
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflow- administration/task/t_CrtWkflwNewSvcCtlgItm.html
NEW QUESTION # 135
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
- A. Contract
- B. Request
- C. Monitoring
- D. Order
- E. Billing
- F. FAQ
Answer: D
NEW QUESTION # 136
What should be part of the pre-engagement collateral?
- A. Stock Keeping Unit (SKU) and pricing sheet
- B. Customer Service roles template
- C. Frequently Asked Questions (FAQ)
- D. Scoping Guide
Answer: B
Explanation:
Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/ ds-sim.pdf (2)
NEW QUESTION # 137
When working with communication channels, what inbound email flows are available by default? (Choose two.)
- A. Create case for product
- B. Update case from forward email
- C. Create case for asset
- D. Create case from email
- E. Update case using reply
Answer: D,E
NEW QUESTION # 138
What allows the implementation of phases and tasks to meet performance goals track progress and measure success?
- A. Service Level Agreement Tasks
- B. Scheduled Reporting
- C. Performance Analytics Spotlight
- D. Continual Improvement Management
Answer: D
NEW QUESTION # 139
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
- A. Needs attention
- B. Blocked externally
- C. Work in progress
- D. Blocked internally
Answer: A
NEW QUESTION # 140
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
- A. CSM Prediction Results
- B. In-form Analytics Most Voted
- C. Service Analytics
- D. Case Spotlight
Answer: B
NEW QUESTION # 141
......
CIS-CSM Dumps PDF and Test Engine Exam Questions: https://www.free4torrent.com/CIS-CSM-braindumps-torrent.html
Get 2025 Updated Free ServiceNow CIS-CSM Exam Questions and Answer: https://drive.google.com/open?id=1Ta_qgkcUs_xihbmeDng1YE6QnG3EVJiS