ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Last Update Jul 15, 2025
Total Questions : 257
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Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?
Which of the following are benefits that may be gained from using communities?
Choose 3 answers
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?
Special Handling Notes can apply to which one of the following based on specific attributes?
To which recipient types can targeted communications (publications) be sent? (Choose two.)
What is a limitation regarding synchronization between a case and its associated work order?
What are the advantages of leading indicators over lagging indicators? (Choose two.)
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
What is the most efficient way to get cases to be dosed automatically after a few days?
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 solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
Which feature allows for the creation and management of product data and relationships within the CSM application?
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?
Which of the following are best practice with regard to data imports? (Choose two.)
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?
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.)
Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?
Which entities combined together make up the Service-aware Install Base?
Choose 3 answers
Which of the following is a required field in the Resolution Information tad in order to close a case?
How can multiple service catalogs be made available on the Customer Service Portal?
The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?
Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)
Which of the following are true regarding the Community Portal application? (Choose two.)
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?
Which service catalogs are available in the base instance customer portals?
Choose 2 answers
When working with communication channels, what inbound email flows are available by default? (Choose two.)
What allows the implementation of phases and tasks to meet performance goals track progress and measure success?
What action can be performed by a Customer Admin (sn_customerservice.customer_admin) and NOT by a Customer (sn_customerservice.customer) in the Customer Service Portal?
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
When creating or importing assets for CSM, model categories are used to: (Choose three.)
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
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
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?
Which of the following are benefits of customer access management? (Choose two.)
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
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-box, which functionality handles state transitioning for case management?
Match the business rule to its function in the Self-Service Portal.
Hot Area:
If only one user reports a content for moderation, the content will be hidden.
What are the types of matching criteria for Customer Service? (Choose four.)
What are common types of application record data that are imported during a CSM data migration? (Choose
two.)
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?
Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)
Which of the following are correct for parent/child synchronization? (Choose two.)
What attribute is unique to a Sold Product in the install Base Data Model?
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
Which aspect of an install base item helps document the details of products installed at a customer location?
TESTED 15 Jul 2025
