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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Question and Answers

ServiceNow Certified Implementation Specialist - Customer Service Management Exam

Last Update Feb 14, 2025
Total Questions : 239

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Questions 1

Based on which out-of-box attributes can Special Handling Notes be applied to cases?

Choose 3 answers

Options:

A.  

Product Model

B.  

Account

C.  

Service Contract

D.  

Contact

E.  

Install Base Item

Discussion 0
Questions 2

What is the benefit of a phased release approach?

Options:

A.  

Team members schedules are able to synchronize

B.  

More time to develop stories

C.  

Working across multiple systems of record

D.  

Delivery of core functionality quickly

Discussion 0
Questions 3

A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)

Options:

A.  

No escalation approval flow is configured

B.  

The parent account of the account to be escalated is not active

C.  

The customer service agent is not assigned with the escalation requester role

D.  

The account already has an open escalation record

Discussion 0
Questions 4

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

Options:

A.  

2

B.  

Unlimited

C.  

1

D.  

3

Discussion 0
Questions 5

How are Service Catalogs and Catalog Items related? (Choose two.)

Options:

A.  

A catalog item can be associated with one or more service catalogs Most Voted

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 only be associated with one service catalog

Discussion 0
Questions 6

Benefits of Proactive Customer Service Operations include: (Choose two.)

Options:

A.  

Reduced inbound calls from customers Most Voted

B.  

Reduction in staff turnover

C.  

Major cases can be eliminated as there will be no Impact to customers

D.  

Reduced Mean Time To Resolve (MTTR) Most Voted

E.  

Guaranteed increase in customer satisfaction

Discussion 0
Questions 7

Service-aware Install Base consists of which entities? (Choose three.)

Options:

A.  

Installed Products

B.  

Install Base Items

C.  

Assets

D.  

Sold Products

E.  

Configuration Items

Discussion 0
Questions 8

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?

Options:

A.  

Four

B.  

Three

C.  

Six

D.  

Five

Discussion 0
Questions 9

Articles can provide the following: (Choose three.)

Options:

A.  

Document current and known issues

B.  

Provide answers and responses to common issues or questions

C.  

Information about customer’s service contract

D.  

Share product information

Discussion 0
Questions 10

What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

Options:

A.  

Knowledge and skills required for agents

B.  

Geographical location of customer

C.  

Languages spoken by agents

D.  

Number and type of support tools available

E.  

Number of customer service portals used

F.  

Number of agents required

Discussion 0
Questions 11

When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

Options:

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 Case Action Status plugin (com.snc.csm_action_status)

D.  

Activation of the Customer Service plugin (com.sn_customerservice)

Discussion 0
Questions 12

In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

Options:

A.  

Routes the chat towards another group

B.  

Uses response templates to Insert as text in a conversation

C.  

Rolls up the current chat history towards an existing case

D.  

Rejects an incoming chat and moves it automatically to the general queue

Discussion 0
Questions 13

Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)

Options:

A.  

Experience

B.  

Skills

C.  

Availability

D.  

Shifts

E.  

Capacity

F.  

Products

Discussion 0
Questions 14

What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?

Options:

A.  

Web

B.  

Catalog

C.  

Portal

D.  

Virtual Agent

Discussion 0
Questions 15

What does the Agent Whisper function do?

Options:

A.  

Lets agents and chat supervisors have a conversation without the requester knowing

B.  

Lets the chat supervisors have a conversation with the requester without the agent knowing

C.  

Lets agents have chat conversations with other agents without the requester knowing

D.  

Lets agents and requesters have a conversation without the chat supervisor knowing

Discussion 0
Questions 16

Predictive Intelligence improves Case management by:

Options:

A.  

Predicting what values should have gone into empty fields in historical records

B.  

Reducing the number of records needed to accurately predict a value

C.  

Replacing legacy routing rules

D.  

Predicting Case values without manual intervention

Discussion 0
Questions 17

What must a system administrator configure to define a different approval workflow for an escalation request?

Options:

A.  

Escalation Decision

B.  

Escalation Rule

C.  

Escalation Reason

D.  

Escalation Template

Discussion 0
Questions 18

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

Options:

A.  

Agent resources best suited to work on a case

B.  

Specific routing rules

C.  

Filters set up in advanced work assignment

D.  

Specific case attributes

Discussion 0
Questions 19

________________ is a role for managing all of the cases in an account and any related child accounts.

Options are :

Options:

A.  

Partner administrator [sn_customerservice.partner_admin]

B.  

Consumer [sn_customerservice.consumer]

C.  

Customer [sn_customerservice.customer]

D.  

Partner [sn_customerservice.partner]

E.  

Customer case manager [sn_customerservice.customer_case_manager]

F.  

Customer administrator [sn_customerservice.customer_admin]

Discussion 0
Questions 20

Which table does the Account (customer_account) table extend?

Options:

A.  

Company (core company)

B.  

Business Location (sn_csm_business_location)

C.  

Service Organization (sn_customer_service_organization)

D.  

Customer (sn_customer_service__customer)

Discussion 0
Questions 21

What feature does the Product Model and Catalog Items Relationship plugin enable?

Options:

A.  

Agents are automatically proposed catalog items related to the chosen product on the case form

B.  

Consumers can track what products they have purchased via the catalog

C.  

It provides a contextual service catalog based on the customer’s subscribed services Most Voted

D.  

Customer service managers can track the financial cost of customer’s subscribed services and the related requests

Discussion 0
Questions 22

What are the recommended good practices when running implementation workshops?

Choose 3 answers

Options:

A.  

Guide the customer toward industry best practices

B.  

Enforce customers to adapt their processes towards the baseline processes

C.  

Give the customers the data they need so they can make an informed decision

D.  

Any financial implication of a decision should be handled by the delivery and sales team

E.  

Engage with customers to gain deep understanding of their organization

Discussion 0
Questions 23

How many outbound email accounts are supported in Customer Service Management?

Options:

A.  

One

B.  

Unlimited

C.  

Two

D.  

One per business service

Discussion 0
Questions 24

Which feature enables employees to request support for themselves and for external customers?

Options:

A.  

Account Management

B.  

Responsibility Definitions

C.  

Contributor Users

D.  

Business Locations

Discussion 0
Questions 25

Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?

Options:

A.  

Customer case manager (sn_customerservice.customer_case_manager)

B.  

Customer account manager (sn_customerservice.customer_account_manager)

C.  

Customer admin (sn_customerservice.customer_admln) Most Voted

D.  

Customer (sn_customerservice.customer)

Discussion 0
Questions 26

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?

Options:

A.  

One

B.  

Two

C.  

Three

D.  

Multiple

Discussion 0
Questions 27

ESTION NO: 214

What is KCS (Knowledge Centered Services)?

Options:

A.  

A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

B.  

A documented methodology to provide a set of best practices for creating and maintaining knowledge Most Voted

C.  

A dashboard with specific visualization of the different knowledge bases and categories

D.  

An application that helps agents and managers to create cases from Knowledge articles

Discussion 0
Questions 28

Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)

Options:

A.  

Special handing notes

B.  

Lookup and verify

C.  

Related search

D.  

Agent assist

Discussion 0
Questions 29

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.)

Options:

A.  

Knowledge Product Entitlements

B.  

Data Policy

C.  

ACL

D.  

User Criteria

Discussion 0
Questions 30

Which of the following roles cannot update a consumer’s record?

Options:

A.  

sn_customerservice_agent

B.  

sn_customerservice_manager

C.  

sn_customerservice.consumer_agent

D.  

admin

Discussion 0
Questions 31

External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

Options:

A.  

webDAV-compilant

B.  

Web-based

C.  

WebDAV-versioned

D.  

Web-configurable

Discussion 0
Questions 32

What benefits does scoping an application bring? (Choose three.)

Options:

A.  

CSM teams can move at their desired pace, independent of IT

B.  

Provides CSM teams autonomy and control

C.  

CSM application data and business logic is protected from changes by other applications

D.  

Account records can be changed only while in the CSM scope

E.  

Changes in different scopes can be addressed in a single update set

Discussion 0
Questions 33

What features are included with the Customer Service Portal?

Choose 3 answers

Options:

A.  

Header with links for different customer activities such as creating a case

B.  

Search feature to get Information from several repositories

C.  

Links to information sources such as the knowledge base, community and customer support

D.  

Links to marketing promotions and product coupons

E.  

The ability to create new accounts

Discussion 0
Questions 34

External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?

Options:

A.  

Change Records and Request Records

B.  

Request Records and Escalations

C.  

Problem Records and Incident Records

D.  

Problem Records and Escalations

Discussion 0
Questions 35

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.)

Options:

A.  

Zboot the instance

B.  

Disable the Case Interceptor

C.  

Remove the Demo Data via a HI Request

D.  

Clone back to this instance from a valid instance

Discussion 0
Questions 36

Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?

Options:

A.  

Individuals

B.  

Partners

C.  

Contacts

D.  

Accounts

Discussion 0
Questions 37

The case digests feature includes which types of case communication? (Choose two.)

Options:

A.  

Case Lifecycle Reports

B.  

Case Action Summaries Most Voted

C.  

Post Case Reviews Most Voted

D.  

Case Post Mortem

Discussion 0
Questions 38

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?

Options are :

Options:

A.  

Maybe

B.  

No

C.  

Yes

D.  

I don't know

Discussion 0
Questions 39

Entitlements are counted using two types of units:

Options:

A.  

SLAs and contracts

B.  

Days and assets

C.  

Cases and products

D.  

Hours and cases

Discussion 0
Questions 40

On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)

Options:

A.  

Partner admin

B.  

Partner contact

C.  

Customer admin

D.  

Customer contact

Discussion 0
Questions 41

The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?

Options:

A.  

As email is being used fewer agents would be required to create cases so service costs would go down

B.  

It is easier to report on data in emails which means managers would be better placed to track performance

C.  

It can lead to taster resolution of customer issues and faster response to customer inquiries Most Voted

D.  

It would guarantee less wait time for customers who chose to call the customer service center

Discussion 0
Questions 42

A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)

Options:

A.  

Customer service manager (sn_customerservice_manager)

B.  

System administrator (admin) Most Voted

C.  

Customer administrator (sn_customerservice.customer_admin) Most Voted

D.  

Partner administrator [sn_customerservice.partner_admon] Most Voted

E.  

Service organization administrator (sn_customerservice.service_organization_admin)

Discussion 0
Questions 43

In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)

Options:

A.  

Blocked by approval

B.  

Blocked by case task

C.  

Blocked internally and by customer

D.  

Blocked by internally

Discussion 0
Questions 44

What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?

Options:

A.  

Runs at the end of the month and deactivates all Special Handling notes more than 30 days old

B.  

Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week

C.  

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

D.  

Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates

Discussion 0
Questions 45

During which Now Create stage are workshops conducted?

Options:

A.  

Execute

B.  

Initiate

C.  

Deliver

D.  

Plan

E.  

Close

Discussion 0
Questions 46

From what places in SN can an agent create a case? (Choose three.)

Options:

A.  

Customer Service Application

B.  

Contact

C.  

Account

D.  

Chat

Discussion 0
Questions 47

Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

Options:

A.  

The contract and entitlements of an asset dictate whether or not it is stored in the CMDB

B.  

The CMDB only tracks CIs, assets cannot be CIs

C.  

While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs

D.  

The CMDB tracks all assets as configuration items (CIs)

Discussion 0
Questions 48

What are the Forum User Types? (Choose three.)

Options:

A.  

Admin

B.  

Registered

C.  

Public

D.  

Custom

E.  

Moderator

Discussion 0
Questions 49

Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types?

Choose 3 answers

Options:

A.  

Skill seniority

B.  

Account team responsibility

C.  

Related task

D.  

Historical

E.  

Product expertise

Discussion 0
Questions 50

From which one of the following can an agent create a CSM Case:

Options:

A.  

Human Resource Application

B.  

Incident Management

C.  

Chat

D.  

Special Handling Note

Discussion 0
Questions 51

Which of the following is a condition for matching rules?

Options:

A.  

Agent domain

B.  

Assignment

C.  

Switching

D.  

Specific case attributes

Discussion 0
Questions 52

Which of the following child case states would cause parent - child case synchronization to fail?

Choose 3 answers

Options:

A.  

Cancelled

B.  

Resolved

C.  

Awaiting Info

D.  

In Progress

E.  

Closed

F.  

New

Discussion 0
Questions 53

What are available matching criteria for case assignment in Customer Service Management?

Choose 3 answers

Options:

A.  

Assigned Cases

B.  

Distance

C.  

Partner Hours

D.  

Certifications

E.  

Matching Skills

F.  

Availability Today

Discussion 0
Questions 54

Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

Options:

A.  

Manage requests

B.  

Execute assigned tasks

C.  

Close work orders

D.  

Manage cases

E.  

Manage assets

Discussion 0
Questions 55

Which roles are responsible for maintaining account team membership? (Choose two.)

Options:

A.  

Customer Admin [sn_customerservice.customer.admin]

B.  

Customer Case Manager [sn_customerservice.customer_case_manager]

C.  

System Administrator [admin]

D.  

Customer Service Manager [sn_customerservice_manager]

Discussion 0
Questions 56

Partner admin contacts have access to the data of both their partner accounts and customer accounts.

Options:

A.  

True

B.  

False

Discussion 0
Questions 57

Which combination of roles is restricted for security purposes?

Options:

A.  

snc_internal and sn_customerservice.partner_admin

B.  

snc_internal and sn_customerservice.consumer_agent

C.  

snc_external and sn_customerservice customer

D.  

snc_internal and sn_customerservice__agent

Discussion 0
Questions 58

Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

Options:

A.  

A guaranteed reduction in call volume per month

B.  

Eliminate the need for more traditional performance analytics

C.  

Auto-generate clusters of cases that point to similar underlying issues

D.  

Create root cause solutions for similar cases

Discussion 0
Questions 59

Which of the following best describes how the CSM application uses the Asset table?

Options:

A.  

CSM uses the Product table instead of the ITSM Asset table

B.  

Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM

C.  

ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields

D.  

CSM uses the Product Model table instead of the ITSM Asset table

Discussion 0
Questions 60

Which entities combined together make up the Service-aware Install Base?

Choose 3 answers

Options:

A.  

Ml Assets

B.  

Configuration Items

C.  

Sold Products

D.  

Installed Products

E.  

Install Base Items

Discussion 0
Questions 61

When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

Options:

A.  

Social Channels

B.  

Social Profiles

C.  

Social Logs

D.  

Work notes

E.  

Additional comments

Discussion 0
Questions 62

In case management. Parent Child Synchronization allows for which of the following:

Options:

A.  

Synchronization of all child cases as well as children of child cases on all levels

B.  

Child cases to be separated from Parent cases and will not be synchronized automatically

C.  

Parent cases to automatically generate child cases when all fields are filled out thus, synchronized auto-population

D.  

Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case

Discussion 0
Questions 63

Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:

Options are :

Options:

A.  

Escalate the chat to virtual agent

B.  

Create a record, such as an incident or a case

C.  

Escalate the chat to another agent

D.  

Respond to questions

Discussion 0
Questions 64

What is the most efficient way to get cases to be dosed automatically after a few days?

Options:

A.  

Set the property glide.auto.close.cases resolved to true

B.  

Create a workflow associated with cases with a timer that changes the state after a few days

C.  

Create a Scheduled job that looks at the resolved_at date

D.  

Activate the Auto Close Resolved Cases flow

Discussion 0
Questions 65

Which of the following are benefits that may be gained from using communities?

Choose 3 answers

Options:

A.  

Reduce support costs

B.  

Engagement with Customers

C.  

Get product feedback

D.  

Reduce cost per sales

E.  

Increase marketing effectiveness

Discussion 0
Questions 66

Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?

Options:

A.  

The field is not based of the customers profile time zone

B.  

The field is active in the base form

C.  

The field is always based on the system time zone

D.  

Agents can use the field to identify if it is the right time to contact customer

Discussion 0
Questions 67

Which of the following options can a survey administrator define on an individual survey? (Choose two.)

Options:

A.  

The ability for end users to decline survey assignments

B.  

Number of survey reminder notifications

C.  

Trigger conditions Most Voted

D.  

Anonymize responses

Discussion 0
Questions 68

What are the advantages of leading indicators over lagging indicators? (Choose two.)

Options:

A.  

Hard to influence

B.  

Prospective Most Voted

C.  

Retrospective

D.  

Easy to influence

Discussion 0
Questions 69

Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow’s and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

Options:

A.  

Proactive Prevention

B.  

Service-Aware Install Base Most Voted

C.  

Service Reporting

D.  

Proactive Case Most Voted

E.  

Service-Aware CMDB

F.  

Service Monitoring

Discussion 0
Questions 70

Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

Options:

A.  

Open an incident

B.  

Viewing knowledge articles

C.  

Live chat

D.  

Consumer self-registration

Discussion 0
Questions 71

What determines how an escalation request is processed?

Options:

A.  

Escalation Rule

B.  

Escalation Template

C.  

Escalation Severity

D.  

Escalation Justification

Discussion 0