[Dec-2024] Download Real CIS-CSM Exam Dumps for candidates. 100% Free Dump Files
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CIS-CSM Official Certification Site
ServiceNow CIS-CSM Certification Exam is an excellent opportunity for professionals who are interested in customer service management and want to validate their expertise using the ServiceNow platform. With this certification, individuals can demonstrate their knowledge and skills to potential employers and advance their careers in this field.
NEW QUESTION # 38
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. A set of business activities and processes used to track assets
- D. Tracking products or services customers are using
Answer: B
Explanation:
Explanation
NEW QUESTION # 39
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. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- C. No action required, this is a standard Customer Service Management feature
- D. Major Issue Management needs to be installed and certain properties enabled
Answer: D
Explanation:
Reference:
customer-service-management/task/config-major-case-synchronization.html
NEW QUESTION # 40
What are available matching criteria for case assignment in Customer Service Management?
Choose 3 answers
- A. Assigned Cases
- B. Certifications
- C. Partner Hours
- D. Availability Today
- E. Distance
- F. Matching Skills
Answer: A,D,F
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-criteria.html
NEW QUESTION # 41
What do blue circles in the timeline of a case form represent?
- A. Activity
- B. State
- C. Comment
- D. Note
Answer: B
Explanation:
Explanation
NEW QUESTION # 42
How many active OpenFrame configurations can you have on an instance?
- A. 0
- B. Unlimited
- C. 1
- D. 2
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/jakarta-customer-service-management/page/product/ customer-service-management/task/t_CreateAnOpenFrameConfiguration.html
NEW QUESTION # 43
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.)
- A. System administrator (admin) Most Voted
- B. Customer administrator (sn_customerservice.customer_admin) Most Voted
- C. Service organization administrator (sn_customerservice.service_organization_admin)
- D. Partner administrator [sn_customerservice.partner_admon] Most Voted
- E. Customer service manager (sn_customerservice_manager)
Answer: A,B,D
NEW QUESTION # 44
Out-of-the-box. cases are automatically closed after how many days?
- A. 5 days
- B. 3 days
- C. 10 days
- D. Cases are not automatically closed by default
Answer: D
NEW QUESTION # 45
What is the purpose of the sidebar feature in CSM Configurable Workspace?
- A. Enables managers lo discreetly monitor chats between agents and customers
- B. Enables agents to access response templates to help them resolve cases faster and more efficiently
- C. To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution
- D. Enables agents to keep information regarding details of the case visible at all times
Answer: C
Explanation:
https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/conversational-interfaces/concept/exploring-sidebar.html
NEW QUESTION # 46
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
- A. Contracts
- B. Assets Most Voted
- C. Contacts
- D. Publications Most Voted
- E. Products Most Voted
Answer: B,D,E
NEW QUESTION # 47
Entitlements specify the level of service provided to customers.
- A. True
- B. False
Answer: A
NEW QUESTION # 48
_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :
- A. Customer case manager [sn_customerservice.customer_case_manager]
- B. Agent [sn_customerservice_agent]
- C. Consumer Agent [sn_customerservice.consumer_agent]
- D. Agent manager [sn_customerservice_manager]
- E. Partner [sn_customerservice.partner]
- F. Customer administrator [sn_customerservice.customer_admin]
Answer: C
NEW QUESTION # 49
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. True
- B. False
Answer: A
NEW QUESTION # 50
From what places in SN can an agent create a case? (Choose three.)
- A. Account
- B. Chat
- C. Contact
- D. Customer Service Application
Answer: A,C,D
NEW QUESTION # 51
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. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- C. No action required, this is a standard Customer Service Management feature
- D. Major Issue Management needs to be installed and certain properties enabled
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 # 52
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?
- A. Work notes
- B. Additional comments
- C. Social Channels
- D. Social Logs
- E. Social Profiles
Answer: D
NEW QUESTION # 53
The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench?
Choose 3 answers
- A. Simple Match
- B. Aggregate
- C. Scripted
- D. Correlation
- E. Availability
Answer: A,B,C
NEW QUESTION # 54
Which of the following is a condition for matching rules?
- A. Agent domain
- B. Specific case attributes
- C. Switching
- D. Assignment
Answer: B
Explanation:
Reference:
customer-service-management/concept/case-assignment-matching-rules.html
NEW QUESTION # 55
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice_manager
- B. sn_customerservice_agent
- C. admin
- D. sn_customerservice.consumer_agent
Answer: B
NEW QUESTION # 56
Agents and managers cannot create knowledge articles from Community questions.
- A. False
- B. True
Answer: A
Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
NEW QUESTION # 57
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
- A. Record Information
- B. Contextual Search
- C. Agent Assist
- D. Dynamic Related Records
Answer: D
NEW QUESTION # 58
In the Customer Service Management space what defines the term asset?
- A. A product that a company supports
- B. A specific product instance supported for a customer
- C. A resource that allows a business service
- D. A physical item
Answer: B
NEW QUESTION # 59
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ServiceNow CIS-CSM exam covers a wide range of topics, including but not limited to, customer service management processes, functionality, and configuration. CIS-CSM exam is designed to test the candidate's ability to implement and configure customer service management solutions in accordance with industry best practices.
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