[Nov-2021] Dumps Practice Exam Questions Study Guide for the CIS-CSM Exam [Q22-Q43]

[Nov-2021] Dumps Practice Exam Questions Study Guide for the CIS-CSM Exam

CIS-CSM Dumps with Practice Exam Questions Answers

How to book the ServiceNow Certified CIS CSM

Each candidate must register for the exam via the ServiceNow Webassessor website using a voucher obtained by completing the ITSM Implementation training prerequisit- Voucher codes are nontransferable and provides the candidate eligibility to sit for the Certified Implementation Specialist – IT Service Management exam only.

During the registration process, each test taker has the option of taking the exam at an Authorized Testing Center or as an online-proctored exam. In both testing venues, the Certified Implementation Specialist exam is done through a consistent, friendly, user interface customized for ServiceNow tests.

The Kryterion testing network is worldwide and all locations offer a secure, comfortable testing environment. Candidates register for the exam at a specific date and time so there is no waiting and a seat is reserved in the testing center.

Each candidate can also choose to take the exam as an online-proctored exam. This testing environment allows a candidate to take the test on his or her own system provided that certain requirements are met.

Certification Path of ServiceNow Certified CIS CSM

ServiceNow requires the completion of the following prerequisite training course(s) in preparation for the Certified Implementation Specialist – Customer Service Management exam:

• Customer Service Management Implementation
• ServiceNow Fundamentals
• ServiceNow Platform Implementation
• Customer Service Management Fundamentals
• CMDB Fundamentals
• Get Started with Now Create

 

NEW QUESTION 22
Which of the following is a condition for matching rules?

• A. Assignment
• B. Agent domain
• C. Switching
• D. Specific case attributes

Answer: A

 

NEW QUESTION 23
Articles can provide the following: (Choose three.)

• A. Share product information
• B. Provide answers and responses to common issues or questions
• C. Document current and known issues
• D. Information about customer's service contract

Answer: A,B,C

Explanation:
Explanation

 

NEW QUESTION 24
What do blue circles in the timeline of a case form represent?

• A. State
• B. Activity
• C. Comment
• D. Note

Answer: A

Explanation:
Explanation

 

NEW QUESTION 25
Which of the following are best practice with regard to data imports? (Choose two.)

• A. Images embedded in Knowledge Articles should be uploaded separately
• B. When importing to multiple instances import to each instance separately.
• C. Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.
• D. Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.

Answer: A,B

 

NEW QUESTION 26
Matching rules enhance assignment capability by ____________________.

• A. Providing dynamic matching of cases to groups or individuals
• B. Determining if account is a customer or partner
• C. Matching best agent by skill
• D. Matching best agent by availability

Answer: D

Explanation:
Explanation

 

NEW QUESTION 27
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 28
If only one user reports a content for moderation, the content will be hidden.

• A. False
• B. True

Answer: A

 

NEW QUESTION 29
How many outbound email accounts are supported in Customer Service Management?

• A. Two
• B. One
• C. One per business service
• D. Unlimited

Answer: B

Explanation:
Explanation

 

NEW QUESTION 30
Entitlements specify the level of service provided to customers.

• A. False
• B. True

Answer: B

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html

 

NEW QUESTION 31
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

• A. Case Escalation
• B. Case State
• C. Case Categorization
• D. Case Prioritization

Answer: C,D

Explanation:
Explanation

 

NEW QUESTION 32
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer's Twitter profile details?

• A. Social Profile
• B. Consumer
• C. Account
• D. Not supported
• E. Personnel File

Answer: A

 

NEW QUESTION 33
In the Customer Service Management space, what does the term asset management mean?

• A. A set of business activities and processes used to track assets
• B. Tables in the Asset application
• C. Financial, contractual and inventory information of assets
• D. Tracking products or services customers are using

Answer: C

 

NEW QUESTION 34
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

• A. False
• B. True

Answer: B

 

NEW QUESTION 35
What criteria can be used to determine when a new inbound case should be opened?

• A. When we have new marketing material for a customer
• B. When an internal problem occurs
• C. When a customer has a question or issue to resolve
• D. When a new customer is created

Answer: C

 

NEW QUESTION 36
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

• A. Imported external articles appear as attachments in ServiceNow
• B. The imported article will have the same category it had in the source knowledge base
• C. SharePoint blocks this integration
• D. Only applications that allow WebDAV connections can be integrated

Answer: B,D

 

NEW QUESTION 37
Match the business rule to its function in the Self-Service Portal.
Hot Area:

Answer:

Explanation:

Explanation

Explanation

 

NEW QUESTION 38
What is the purpose of a Catalog Item variable?

• A. Provides hint to the user on the field
• B. Allows the customer or consumer to qualify their answer
• C. Allows the customer to ask a question
• D. Opens a chat session with customer support

Answer: B

 

NEW QUESTION 39
In the Customer Service Management space, what does the term asset management mean?

• A. A set of business activities and processes used to track assets
• B. Tables in the Asset application
• C. Financial, contractual and inventory information of assets
• D. Tracking products or services customers are using

Answer: C

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/asset- management/concept/c_AssetManagement.html

 

NEW QUESTION 40
Partner admin contacts have access to the data of both their partner accounts and customer accounts.

• A. False
• B. True

Answer: B

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_RolesInstalledWithCustomerService.html

 

NEW QUESTION 41
Which of the following roles cannot update a consumer's record?

• A. admin
• B. sn_customerservice.consumer_agent
• C. sn_customerservice_agent
• D. sn_customerservice_manager

Answer: C

 

NEW QUESTION 42
What should be emphasized when designing solutions? (Choose three.)

• A. Design for Scalability
• B. Mobile friendly functionality
• C. Minimize customizations
• D. Focus Out-of-the-box functionality

Answer: A,B,D

 

NEW QUESTION 43
......

Free CIS-Customer Service Management CIS-CSM Exam Question: https://www.prep4pass.com/CIS-CSM_exam-braindumps.html

CIS-CSM by CIS-Customer Service Management Actual Free Exam Practice Test: https://drive.google.com/open?id=16wMCAf7hkUD_cb7eluNf4xJf54QjJHp7