[Jul-2024] Dumps Practice Exam Questions Study Guide for the CIS-CSM Exam
CIS-CSM Dumps with Practice Exam Questions Answers
ServiceNow CIS-CSM (ServiceNow Certified Implementation Specialist - Customer Service Management) Certification Exam is an important certification for professionals seeking to enhance their knowledge and skills in customer service management. CIS-CSM exam covers a wide range of topics and is designed to be comprehensive and challenging. Passing the exam validates the expertise of the holder in the field of customer service management and provides a competitive advantage in the job market.
The ServiceNow CIS-CSM exam is intended for experienced IT professionals who have a deep understanding of ServiceNow's platform and its various modules. Candidates must have at least six months of hands-on experience in implementing ServiceNow Customer Service Management to be eligible for the exam. Passing the CIS-CSM exam demonstrates that the candidate has the skills and knowledge required to implement and manage the customer service module effectively. It also indicates that the individual is committed to their professional development and is willing to stay up-to-date with the latest trends and technologies in the customer service management industry.
NEW QUESTION # 33
What does NLU stand for?
- A. Natural-Language URL
- B. Natural-Language Understanding Most Voted
- C. Natural-Learning URL
- D. Natural-Learning Userability
Answer: B
NEW QUESTION # 34
From a security perspective, scoping brings several benefits: (Choose two.)
- A. Improves instance security by limiting accessibility to other applications on the instance
- B. The scope holds the records and acts as a container for the desired Customer Service Management Applications
- C. Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals
- D. IT can manage and control the pace of the CSM teams because dependencies have been put in place
Answer: B,C
NEW QUESTION # 35
From a security perspective, scoping brings several benefits: (Choose two.)
- A. Improves instance security by limiting accessibility to other applications on the instance
- B. The scope holds the records and acts as a container for the desired Customer Service Management Applications
- C. IT can manage and control the pace of the CSM teams because dependencies have been put in place
- D. Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals
Answer: A,B
NEW QUESTION # 36
Information about a customer's service contract is found in Knowledge.
- A. False
- B. True
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION # 37
If only one user reports a content for moderation, the content will be hidden.
- A. False
- B. True
Answer: A
NEW QUESTION # 38
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?
- A. Create an Access control to hide the unnecessary CIs from the itil users
- B. Make a show/hide UI action to show only the desired CIs to the itil users
- C. Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms Most Voted
- D. Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true
Answer: C
NEW QUESTION # 39
What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?
- A. Can create and update contacts for their partner accounts
- B. Can create, view, and edit cases for their partner accounts
- C. Can resolve cases reported by their partner accounts
- D. Can view assets belonging to their partner accounts
Answer: D
NEW QUESTION # 40
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Manage cases on behalf of customer service agents
- B. Create cases on behalf of customers
- C. Manage requests on behalf of customer service agents
- D. Manage major incident communication on behalf of a customer service manager
- E. Create requests on behalf of customers
Answer: B,E
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/employee-create-case-for-customer.html
NEW QUESTION # 41
How many active OpenFrame configurations can you have on an instance?
- A. 0
- B. 1
- C. Unlimited
- D. 2
Answer: C
Explanation:
Reference:
customer-service-management/task/t_CreateAnOpenFrameConfiguration.html
NEW QUESTION # 42
What is required to synchronize fields from a parent to a child case(s)?
- A. No action required, this is a standard Customer Service Management feature
- B. Major Issue Management needs to be installed and certain properties enabled
- C. The role of sn_customerservice.customer_case_manager must be assigned
- D. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
Answer: A
Explanation:
Explanation
NEW QUESTION # 43
Which table must be extended when creating a new case type?
- A. Case Type (sn_case_type)
- B. Task (task)
- C. Case (sn_customerservice_case)
- D. Case Task (sn_customerservice_case_task)
Answer: C
NEW QUESTION # 44
What determines how an escalation request is processed?
- A. Escalation Template
- B. Escalation Rule
- C. Escalation Justification
- D. Escalation Severity
Answer: A
NEW QUESTION # 45
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
- A. Product expertise
- B. Related task
- C. Account team responsibility
- D. Historical
- E. Skill seniority
Answer: B,C,D
Explanation:
https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/128
NEW QUESTION # 46
What's the purpose of the Deactivate Special Handling Notes Scheduled Job?
- A. Runs at the end of the month and deactivates all Special Handling notes more than 30 days old
- B. Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week
- C. Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates
- D. Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated
Answer: C
NEW QUESTION # 47
What one of the following is optional when creating a Catalog workflow?
- A. Publishing the workflow
- B. Managing workflow versions
- C. Approving the workflow
- D. Defining workflow activities
Answer: B
NEW QUESTION # 48
Name a security benefit gained from using scoped applications:
- A. Limits accessibility to other applications in the Instance
- B. Limits the number of update sets that can be applied
- C. Prevents changes to tables without explicit permission from IT
- D. Prevents third party Integrations
Answer: A
NEW QUESTION # 49
How many active OpenFrame configurations can you have on an instance?
- A. 0
- B. 1
- C. Unlimited
- D. 2
Answer: C
NEW QUESTION # 50
_____________________ 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. Partner [sn_customerservice.partner]
- B. Agent [sn_customerservice_agent]
- C. Customer case manager [sn_customerservice.customer_case_manager]
- D. Customer administrator [sn_customerservice.customer_admin]
- E. Agent manager [sn_customerservice_manager]
- F. Consumer Agent [sn_customerservice.consumer_agent]
Answer: F
NEW QUESTION # 51
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Free CIS-Customer Service Management CIS-CSM Exam Question: https://www.pass4sures.top/CIS-Customer-Service-Management/CIS-CSM-testking-braindumps.html
CIS-CSM by CIS-Customer Service Management Actual Free Exam Practice Test: https://drive.google.com/open?id=1W000g8GDfAZNSwvgZMrNUP_bLm2RfNOb