Latest [Jan 07, 2022] Realistic Verified CIS-CSM Dumps
Pass ServiceNow CIS-CSM Exam Updated 65 Questions
Who should take the ServiceNow Certified CIS CSM
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.
Sample Questions
Sample Item - Incident Management:
If a parent Incident is updated to reflect a new Assignment Group, Work Notes, and related Problem, which corresponding fields are updated on the child Incident(s)?
- Assignment Group, Work Notes, and related Problem
- Assignment Group and Work Notes
- No updates are made to child Incidents
- Work Notes
Sample Item - Problem Management:
When creating a problem record from an incident record, which element defines the field mapping between the two?
- ProblemV2Util script include
- Problem created from system property (com.sn-problem.create_from_incident.attributes)
- Create Problem UI action
- ProblemUtils script include
Sample Item - Change and Release Management:
Conflict detection in change management can identify conflicts from which of the following reasons?
- The change schedule is during blackout periods
- Existing scheduled changes to the CI
- The CI is not in the maintenance window
- The changes schedule does not give appropriate lead time
- The change scheduled is outside of business hours
Sample Item - Knowledge Management:
Each time a knowledge article is viewed, a record with the user identity and whether the articles was attached to a task, is added to which table?
- Knowledge Feedback [kb_feedback]
- Knowledge Use [kb_use]
- Knowledge Search Log [ts_query_kb]
- Knowledge [kb_knowledge]
Sample Item - Service Catalog / Request Management:
Which one of the following is proper syntax for accessing values of variables from a Record Producer script field?
- g_form.getReference(‘variable_name')
- producer.variable_name
- g_form.getVariable(‘variable_name')
- current.variable_name
Sample Item - Configuration Management Database (CMDB):
Which field on a Configuration Item (CI) may be used to route Incidents to the appropriate group to quickly resolve Incidents related to the CI?
- Change Control
- Assignment Group
- Managed By
- Support Group
NEW QUESTION 16
What do blue circles in the timeline of a case form represent?
- A. Activity
- B. State
- C. Note
- D. Comment
Answer: B
Explanation:
Explanation
NEW QUESTION 17
What is required to synchronize fields from a parent to a child case(s)?
- A. Major Issue Management needs to be installed and certain properties enabled
- B. The role of sn_customerservice.customer_case_manager must be assigned
- C. No action required, this is a standard Customer Service Management feature
- D. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
Answer: C
Explanation:
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
Which of the following are channels? (Choose two.)
- A. Web
- B. Chat
- C. Contacts
- D. Article
Answer: A,B
NEW QUESTION 20
Articles can provide the following: (Choose three.)
- A. Information about customer's service contract
- B. Provide answers and responses to common issues or questions
- C. Document current and known issues
- D. Share product information
Answer: B,C,D
Explanation:
Explanation
NEW QUESTION 21
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. Both portal question entry and Record Producer
- D. Record Producer only
Answer: D
Explanation:
Explanation
NEW QUESTION 22
If only one user reports a content for moderation, the content will be hidden.
- A. False
- B. True
Answer: A
NEW QUESTION 23
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer's Twitter profile details?
- A. Not supported
- B. Consumer
- C. Social Profile
- D. Personnel File
- E. Account
Answer: C
NEW QUESTION 24
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. True
- B. False
Answer: A
Explanation:
Explanation
NEW QUESTION 25
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 26
What are the Forum User Types? (Choose three.)
- A. Registered
- B. Moderator
- C. Custom
- D. Admin
- E. Public
Answer: A,B,E
Explanation:
Explanation
NEW QUESTION 27
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- A. Implementation is only as good as the underlying process
- B. Have a clear understanding of the use cases
- C. Define the Business Pain Points
- 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 28
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. True
- B. False
Answer: A
Explanation:
Explanation
NEW QUESTION 29
What is required to synchronize fields from a parent to a child case(s)?
- A. Major Issue Management needs to be installed and certain properties enabled
- B. The role of sn_customerservice.customer_case_manager must be assigned
- C. No action required, this is a standard Customer Service Management feature
- D. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
Answer: C
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 30
In the Customer Service Management space, what does the term asset management mean?
- A. Tables in the Asset application
- B. Financial, contractual and inventory information of assets
- C. Tracking products or services customers are using
- D. A set of business activities and processes used to track assets
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/asset- management/concept/c_AssetManagement.html
NEW QUESTION 31
What are the Forum User Types? (Choose three.)
- A. Registered
- B. Moderator
- C. Custom
- D. Admin
- E. Public
Answer: A,B,E
NEW QUESTION 32
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Create requests on behalf of customers
- B. Create cases on behalf of customers
- C. Manage major incident communication on behalf of a customer service manager
- D. Manage requests on behalf of customer service agents
- E. Manage cases on behalf of customer service agents
Answer: A,B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/employee-create-case-for-customer.html
NEW QUESTION 33
Access to a Knowledge base or Article can be restricted based on a customer's assets and the product models using which of the following? (Choose two.)
- A. Data Policy
- B. User Criteria
- C. Knowledge Product Entitlements
- D. ACL
Answer: B,C
NEW QUESTION 34
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. Remove the Demo Data via a HI Request
- B. Zboot the instance
- C. Disable the Case Interceptor
- D. Clone back to this instance from a valid instance
Answer: A,D
NEW QUESTION 35
Which of the following roles cannot update a consumer's record?
- A. admin
- B. sn_customerservice.consumer_agent
- C. sn_customerservice_agent
- D. sn_customerservice_manager
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/create-a-consumer-record.html
NEW QUESTION 36
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A. Assists with technical requirements
- B. Provides answers to technical problems
- C. Acts as intermediary
- D. Project Manager
Answer: A,D
NEW QUESTION 37
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
- A. Chat
- B. Case
- C. Knowledge Article
- D. Accounts
Answer: B,D
NEW QUESTION 38
Which social media channels are NOT available out-of-box?
- A. Facebook
- B. None of the above
- C. All of the above
- D. Twitter
- E. LinkedIn
Answer: B
NEW QUESTION 39
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A. Case Prioritization
- B. Case Escalation
- C. Case State
- D. Case Categorization
Answer: A,D
NEW QUESTION 40
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