IT Certification Exam Questions & Answers

Pass ServiceNow CIS-CSM With It-Tests Exam Dumps – Updated on Feb-2023

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QUESTION 26
Match the business rule to its function in the Self-Service Portal.
Hot Area:

Explanation

QUESTION 27
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

 Manage cases on behalf of customer service agents

 Create cases on behalf of customers

 Manage requests on behalf of customer service agents

 Create requests on behalf of customers

 Manage major incident communication on behalf of a customer service manager

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/employee-create-case-for-customer.html

QUESTION 28
What role does the Engagement Manager play before the Workshop? (Choose two.)

 Project Manager

 Acts as intermediary

 Provides answers to technical problems

 Assists with technical requirements

QUESTION 29
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

 Order

 Contract

 FAQ

 Monitoring

 Request

 Billing

QUESTION 30
What is the purpose of a Catalog Item variable?

 Allows the customer to ask a question

 Provides hint to the user on the field

 Opens a chat session with customer support

 Allows the customer or consumer to qualify their answer

Explanation

QUESTION 31
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :

 Maybe

 No

 Yes

 I don’t know

QUESTION 32
What one of the following is optional when creating a Catalog workflow?

 Publishing the workflow

 Defining workflow activities

 Approving the workflow

 Managing workflow versions

Explanation

QUESTION 33
How many outbound email accounts are supported in Customer Service Management?

 One

 Unlimited

 Two

 One per business service

QUESTION 34
Information in the Case Field ‘Contact’ is copied to which Incident Field?

 Contact

 User

 Customer

 Caller

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/csm-integration-sm-incident.html

QUESTION 35
What do blue circles in the timeline of a case form represent?

 Note

 State

 Activity

 Comment

Explanation

QUESTION 36
Which are the key self-service functions of the Customer Support Portal? (Choose three.)

 Community

 Knowledge Base

 Open An Incident

 Service Catalog

Explanation

QUESTION 37
What are the conditions that matching rules are based on? (Choose two.)

 Agent resources best suited to work on a case

 Specific routing rules

 Filters set up in advanced work assignment

 Specific case attributes

Reference:
customer-service-management/concept/c_CaseRouting.html

QUESTION 38
From what places in SN can an agent create a case? (Choose three.)

 Customer Service Application

 Contact

 Account

 Chat

QUESTION 39
What are the types of units used to measure entitlements? (Choose two.)

 Hours

 Contract

 Cost

 Case

QUESTION 40
Predictive Intelligence improves Case management by:

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

 Reducing the number of records needed to accurately predict a value

 Replacing legacy routing rules

 Predicting Case values without manual intervention

QUESTION 41
Which of the following are channels? (Choose two.)

 Contacts

 Web

 Chat

 Article

Reference:
customer-service-management/concept/configure-csm-omni-channel.html

QUESTION 42
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?

 Social Channels

 Social Profiles

 Social Logs

 Work notes

 Additional comments

QUESTION 43
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

 Partner Service

 Customer Service

 Consumer Service

 Product Service

 Loading …

How to Prepare For ServiceNow Certified CIS CSM

Preparation Guide for ServiceNow Certified CIS CSM

Introduction to ServiceNow Certified CIS CSM

ServiceNow certification gives attendees the knowledge and confidence to take full advantage of the ServiceNow platform. Throughout the training and certification programs, attendees learn to configure, customize and design with real‑world examples and a hands‑on approach.

Customers demand seamless and efficient service that is easy to access and frictionless. That’s why customer service providers need to be prepared to provide connected and effective service, no matter which channel a customer uses to engage.

ServiceNow Certification exams are computer‑based, multiple‑choice exams delivered by ServiceNow testing partner Kryterion, in a proctored environment. Online proctoring is also available.

The ServiceNow Certified Implementation Specialist – Customer Service Management Exam Specification defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites to become CIS-CSM certified.

The Certified Implementation Specialist – Customer Service Management exam certifies that a successful candidate has the skills and essential knowledge to lead and contribute to the configuration, implementation, and maintenance of the ServiceNow CSM application.

ServiceNow believes in the potential of technology to reduce our employment insecurity and make people work better. They change old manual ways of working into modern digital workflows. They have an expansive portfolio of IT, HR, Customer Service, and other divisions covering the training offerings of the Now Network. If you are just getting started or ready to develop your expertise and knowledge of ServiceNow, they will teach you how to work quickly and maximize your use. Demand for specialists at ServiceNow is rising rapidly. Certification by ServiceNow gives participants the information and trust to take full advantage of the ServiceNow program. Attendees learn to configure, customize, and build with real-world examples and a hands-on approach in the training and certification programs.

SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test is beneficial for 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.

ServiceNow is a software platform which supports IT Service Management (ITSM). It helps you to automate IT Business Management (ITBM). This cloud-based platform is designed based on ITIL guidelines.

ServiceNow focuses on service-orientation toward the tasks, activities, and processes. It uses machine learning to leverage data and workflows to help modern enterprise becomes faster and more scalable.

It offers the flexibility, power, and dependability to achieve the goals of the incident and problem management. Moreover, users are free to select their most comfortable support interface. It provides all the information to the technician to diagnose and repair issues while removing the dependency on spreadsheets and emails.

Latest CIS-CSM Exam Dumps – Valid and Updated Dumps: https://www.it-tests.com/CIS-CSM.html

         

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