Based on Official Syllabus Topics of Actual ServiceNow CIS-CSM Exam
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ServiceNow CIS-CSM exam is an industry-recognized certification that focuses on validating the skills and knowledge of professionals involved in the implementation and administration of ServiceNow Customer Service Management (CSM) solutions. CIS-CSM exam assesses the candidate's ability to configure and customize CSM, automate workflows, create reports, and manage customer service processes using ServiceNow's platform. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is designed for IT professionals, developers, and administrators who are seeking to enhance their expertise in ServiceNow's CSM solutions and stand out in the marketplace.
NEW QUESTION # 72
To which recipient types can targeted communications (publications) be sent? (Choose two.)
- A. Outsourced Service Providers
- B. Households
- C. Contacts
- D. Internal users
Answer: C,D
NEW QUESTION # 73
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
- A. Can research questions issues, or problems, and create view and edit cases for only their own accounts Most Voted
- B. Can edit information or roles for existing contacts
- C. Can assign the roles to other contacts in the same account
- D. Can view assets belonging to their account Most Voted
Answer: A,D
NEW QUESTION # 74
How many active OpenFrame configurations can you have on an instance?
- A. 0
- B. 1
- C. Unlimited
- D. 2
Answer: C
Explanation:
Reference:
customer-service-management/task/t_CreateAnOpenFrameConfiguration.html
NEW QUESTION # 75
Entitlements are counted using two types of units:
- A. Hours and cases
- B. SLAs and contracts
- C. Cases and products
- D. Days and assets
Answer: A
NEW QUESTION # 76
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
- A. Accounts
- B. Chat
- C. Case
- D. Knowledge Article
Answer: A,C
NEW QUESTION # 77
What are the ways the Customer Portal Locale feature can be used?
Choose 2 answers
- A. Restrict access to a customer service portal based on where a user is physically located
- B. Forward authenticated and guest users to a translated customer service portal
- C. Allow authenticated and guest users to choose a language/locale on a customer service portal
- D. Ensure only authenticated users can choose a language/locale on a customer service portal
Answer: A,B
NEW QUESTION # 78
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Manage cases on behalf of customer service agents
- B. Create cases on behalf of customers
- C. Manage requests on behalf of customer service agents
- D. Create requests on behalf of customers
- E. Manage major incident communication on behalf of a customer service manager
Answer: B,D
Explanation:
Reference:
customer-service-management/concept/employee-create-case-for-customer.html
NEW QUESTION # 79
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- A. Define the Business Pain Points
- B. Implementation is only as good as the underlying process
- C. Have a clear understanding of the use cases
- D. Define the number of hours needed to develop the associated requirements
- E. Provide consistent service to customers
Answer: A,B,C,D
NEW QUESTION # 80
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. SharePoint blocks this integration
- B. The imported article will have the same category it had in the source knowledge base
- C. Imported external articles appear as attachments in ServiceNow
- D. Only applications that allow WebDAV connections can be integrated
Answer: B,D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/concept/knowledge-external-content-integration.html
NEW QUESTION # 81
Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades How many sequential project phases and exit gates are there in the Now Create Methodology?
- A. Three
- B. Six
- C. Four
- D. Five
Answer: D
Explanation:
E-book see 223. https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/222
NEW QUESTION # 82
Which of the following are true regarding the Community Portal application? (Choose two.)
- A. Most of the configuration does not require System Administrator role
- B. It is only available to CSM license holders
- C. It is available to any customer with a Community license
- D. It is available by default with the Support and Service portals
Answer: B,C
Explanation:
- Licensed for the Customer Service Management application & licensed for HR Service Delivery, so c. is wrong, which makes a. a logical choice - "The roles required to define requirements and set up forums include sn_communities.admin or sn_communities.forum_admin." (d.) Source: - https://docs.servicenow.com/bundle
/utah-customer-service-management/page/product/customer-communities/task/activate-communities.html (licensing) - https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer- communities/reference/r_setup-communities-admin.html(
NEW QUESTION # 83
When working with communication channels, what inbound email flows are available by default? (Choose two.)
- A. Create case for product
- B. Create case from email
- C. Update case using reply
- D. Update case from forward email
- E. Create case for asset
Answer: B,C
NEW QUESTION # 84
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Record Producer only
- B. None of the above
- C. Both portal question entry and Record Producer
- D. Entering question in portal only
Answer: A
NEW QUESTION # 85
What is required to synchronize fields from a parent to a child case(s)?
- A. The role of sn_customerservice.customer_case_manager must be assigned
- B. No action required, this is a standard Customer Service Management feature
- C. Major Issue Management needs to be installed and certain properties enabled
- D. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/config-major-case-synchronization.html
NEW QUESTION # 86
An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with?
- A. Two
- B. Three
- C. Multiple
- D. One
Answer: D
NEW QUESTION # 87
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
- A. Missing configuration
- B. Selecting all the groups
- C. Misconfigured
- D. Selecting none of the groups
Answer: B
NEW QUESTION # 88
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
- A. Blocked by case task
- B. Blocked by internally
- C. Blocked by approval
- D. Blocked internally and by customer
Answer: B,D
NEW QUESTION # 89
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
- B. The value property on the form must be set to true and the field added to the case form
- C. Nothing, it is a standard field
- D. The plugin 'com.snc.csm_time_recording' needs to be activated
Answer: B
Explanation:
Reference:
customer-service-management/reference/r_CustomerServiceCaseForm.html
NEW QUESTION # 90
Which of the following are benefits that may be gained from using communities?
Choose 3 answers
- A. Reduce support costs
- B. Reduce cost per sales
- C. Increase marketing effectiveness
- D. Engagement with Customers
- E. Get product feedback
Answer: A,D,E
NEW QUESTION # 91
What's the purpose of the Deactivate Special Handling Notes Scheduled Job?
- A. Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week
- B. Runs at the end of the month and deactivates all Special Handling notes more than 30 days old
- C. Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates
- D. Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated
Answer: C
NEW QUESTION # 92
How are ServiceNow's out-of-the-box Customer Service Management applications packaged? (Choose two.)
- A. Through private scopes
- B. Plugins
- C. Update Sets
- D. Store Apps
Answer: B,D
NEW QUESTION # 93
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. True
- B. False
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_RolesInstalledWithCustomerService.html
NEW QUESTION # 94
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The ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification exam covers a broad range of topics, including customer service management processes, ServiceNow configuration and customization, and customer service management reporting and analytics. CIS-CSM exam is designed to test the individual's ability to implement customer service management solutions using ServiceNow's best practices and industry standards.
ServiceNow CIS-CSM Certification Exam is an essential certification for IT professionals who want to validate their expertise in ServiceNow CSM implementation. It covers all aspects of the ServiceNow CSM platform and tests the candidate's ability to configure and implement it effectively. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is a valuable asset for individuals who work in customer service management and can enhance their career prospects and earning potential.
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