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Benefits of ServiceNow Certified CIS CSM
CIS-CSM exam is one of the most famous certification exams in the IT world as it has many benefits for successful candidates. Passing the CIS-CSM Certified Implementation Specialist - Customer Service Management Exam is not like shooting fish in a barrel. To pass the ServiceNow CIS-CSM test with remarkable marks, you have to prepare the CIS-CSM test wisely. If you want to take the ServiceNow CIS-CSM quiz, then you must be looking for the best way to pass the Certified Implementation Specialist certification exam in one go.
Demand for ServiceNow experts is growing rapidly. 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.
You will achieve market recognition, competitive differentiation, higher efficiency and outcomes, improved user group satisfaction, and a concrete indicator of your educational investment once you are ServiceNow accredited. If you are a young consultant beginning your career or a seasoned professional looking to deepen your experience and distinguish yourself from the competition, the ServiceNow deployment route will teach you to rapidly and efficiently deploy ServiceNow products in customer environments.
ServiceNow, a multinational multibillion dollar giant, offers IT service delivery tools to one of the leading markets. ServiceNow offers ITSM and SAM solutions for the end-to-end life-cycle maintenance of applications on a single platform. ServiceNow helps you optimize the IT tools that minimize costs and compliance through automatic sourcing, power, and optimization, and aligns your tech requirements with your overall market objectives. Demand for experts from ServiceNow is growing. ServiceNow qualification offers members the knowledge and confidence to take full advantage of the ServiceNow platform. During the training and certification processes, participants will be able to develop, adapt, and build real-world scenarios and a hands-on approach.
NEW QUESTION 14
How many outbound email accounts are supported in Customer Service Management?
- A. One
- B. Two
- C. One per business service
- D. Unlimited
Answer: A
NEW QUESTION 15
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Both portal question entry and Record Producer
- B. Record Producer only
- C. Entering question in portal only
- D. None of the above
Answer: B
Explanation:
Explanation
NEW QUESTION 16
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
- A. Misconfigured
- B. Missing configuration
- C. Selecting none of the groups
- D. Selecting all the groups
Answer: D
NEW QUESTION 17
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Contact
- B. Caller
- C. Customer
- D. User
Answer: A
NEW QUESTION 18
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
- A. False
- B. True
Answer: B
NEW QUESTION 19
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. The value property on the form must be set to true and the field added to the case form
- B. The value property on the form must be set to true
- C. The plugin 'com.snc.csm_time_recording' needs to be activated
- D. Nothing, it is a standard field
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html
NEW QUESTION 20
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Service Catalog
- B. Knowledge Base
- C. Community
- D. Open An Incident
Answer: A,B,C
Explanation:
Explanation
NEW QUESTION 21
What is the purpose of a Catalog Item variable?
- A. Provides hint to the user on the field
- B. Allows the customer to ask a question
- C. Opens a chat session with customer support
- D. Allows the customer or consumer to qualify their answer
Answer: D
NEW QUESTION 22
What should be part of the pre-engagement collateral?
- A. Frequently Asked Questions (FAQ)
- B. Stock Keeping Unit (SKU) and pricing sheet
- C. Scoping Guide
- D. Customer Service roles template
Answer: D
Explanation:
Explanation
NEW QUESTION 23
What one of the following is optional when creating a Catalog workflow?
- A. Defining workflow activities
- B. Approving the workflow
- C. Publishing the workflow
- D. Managing workflow versions
Answer: D
Explanation:
Explanation
NEW QUESTION 24
How many active OpenFrame configurations can you have on an instance?
- A. 0
- B. Unlimited
- C. 1
- D. 2
Answer: B
Explanation:
Explanation
NEW QUESTION 25
What one of the following is optional when creating a Catalog workflow?
- A. Defining workflow activities
- B. Approving the workflow
- C. Publishing the workflow
- D. Managing workflow versions
Answer: D
NEW QUESTION 26
From what places in SN can an agent create a case? (Choose three.)
- A. Contact
- B. Account
- C. Chat
- D. Customer Service Application
Answer: A,B,D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html
NEW QUESTION 27
Which social media channels are NOT available out-of-box?
- A. All of the above
- B. Facebook
- C. None of the above
- D. Twitter
- E. LinkedIn
Answer: C
NEW QUESTION 28
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. The value property on the form must be set to true and the field added to the case form
- B. The value property on the form must be set to true
- C. The plugin 'com.snc.csm_time_recording' needs to be activated
- D. Nothing, it is a standard field
Answer: B
Explanation:
Explanation
NEW QUESTION 29
What are the characteristics of Knowledge Categories?
- A. Shareable across KBs: No ; Multi-Level: Yes
- B. Shareable across KBs: Yes ; Multi-Level: No
- C. Shareable across KBs: Yes ; Multi-Level: Yes
- D. Shareable across KBs: No ; Multi-Level: No
Answer: A
NEW QUESTION 30
What are common types of application record data that are imported during a CSM data migration?
(Choose two.)
- A. Knowledge Article
- B. Accounts
- C. Chat
- D. Case
Answer: B,D
NEW QUESTION 31
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Web
- B. Social
- C. Chat
- D. Email
Answer: A,D
Explanation:
Explanation
NEW QUESTION 32
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Both portal question entry and Record Producer
- B. Record Producer only
- C. Entering question in portal only
- D. None of the above
Answer: B
NEW QUESTION 33
Information about a customer's service contract is found in Knowledge.
- A. True
- B. False
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 34
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
- A. Product
- B. Asset
Answer: A
NEW QUESTION 35
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. Only applications that allow WebDAV connections can be integrated
- B. SharePoint blocks this integration
- C. Imported external articles appear as attachments in ServiceNow
- D. The imported article will have the same category it had in the source knowledge base
Answer: A,D
Explanation:
Explanation
NEW QUESTION 36
Agents and managers cannot create knowledge articles from Community questions.
- A. True
- B. False
Answer: B
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.
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/task/create-knowledge-article.html
NEW QUESTION 37
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