ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Last Update Feb 14, 2025
Total Questions : 239
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Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
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.)
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?
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
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?
What must a system administrator configure to define a different approval workflow for an escalation request?
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
What feature does the Product Model and Catalog Items Relationship plugin enable?
What are the recommended good practices when running implementation workshops?
Choose 3 answers
How many outbound email accounts are supported in Customer Service Management?
Which feature enables employees to request support for themselves and for external customers?
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?
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?
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
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.)
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
What features are included with the Customer Service Portal?
Choose 3 answers
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?
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.)
Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?
The case digests feature includes which types of case communication? (Choose two.)
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
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?
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.)
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?
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?
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?
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Which of the following child case states would cause parent - child case synchronization to fail?
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What are available matching criteria for case assignment in Customer Service Management?
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Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
Which roles are responsible for maintaining account team membership? (Choose two.)
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
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?
Which of the following best describes how the CSM application uses the Asset table?
Which entities combined together make up the Service-aware Install Base?
Choose 3 answers
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?
In case management. Parent Child Synchronization allows for which of the following:
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :
What is the most efficient way to get cases to be dosed automatically after a few days?
Which of the following are benefits that may be gained from using communities?
Choose 3 answers
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
Which of the following options can a survey administrator define on an individual survey? (Choose two.)
What are the advantages of leading indicators over lagging indicators? (Choose two.)
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.)
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?