2023 Realistic CIS-CSM Dumps Questions To Gain Brilliant Result
Start your CIS-CSM Exam Questions Preparation with Updated 103 Questions
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.
NEW QUESTION 48
Out-of-the-box. cases are automatically closed after how many days?
- A. 10 days
- B. 3 days
- C. Cases are not automatically closed by default
- D. 5 days
Answer: A
NEW QUESTION 49
Once a major case candidate is approved a major case is created. What then happens to the customer case?
- A. The customer case will automatically be related to a problem
- B. The customer case becomes a child case of the major case
- C. The customer case becomes the parent case of the major case
- D. The customer case will be automatically closed
Answer: C
NEW QUESTION 50
Major Issue Management uses which one of the following capabilities?
- A. Record producers
- B. Governance Risk and Control
- C. Targeted Communications
- D. Asset management
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/major-issue-management.html
NEW QUESTION 51
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?
- A. The CMDB tracks all assets as configuration items (CIs)
- B. The CMDB only tracks CIs, assets cannot be CIs
- C. While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
- D. The contract and entitlements of an asset dictate whether or not it is stored in the CMDB
Answer: C
NEW QUESTION 52
Which of the following are channels? (Choose two.)
- A. Chat
- B. Contacts
- C. Web
- D. Article
Answer: A,C
Explanation:
Reference:
customer-service-management/concept/configure-csm-omni-channel.html
NEW QUESTION 53
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
- A. Customer [sn_customerservice.customer]
- B. Customer case manager [sn_customerservice.customer_case_manager]
- C. Consumer [sn_customerservice.consumer]
- D. Partner [sn_customerservice.partner]
- E. Customer administrator [sn_customerservice.customer_admin]
- F. Partner administrator [sn_customerservice.partner_admin]
Answer: B
NEW QUESTION 54
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. Account
- B. Personnel File
- C. Consumer
- D. Social Profile
- E. Not supported
Answer: D
NEW QUESTION 55
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
- A. Web
- B. Virtual Agent
- C. Catalog
- D. Portal
Answer: A
NEW QUESTION 56
Match the definitions for roles relationships.
Answer:
Explanation:
NEW QUESTION 57
What module is used to create Case Record Producers?
- A. Record Producers
- B. Edit Records
- C. Case Record Producers
- D. Maintain Records
Answer: A
NEW QUESTION 58
What are common types of application record data that are imported during a CSM data migration?
(Choose two.)
- A. Case
- B. Knowledge Article
- C. Chat
- D. Accounts
Answer: A,D
NEW QUESTION 59
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Email
- B. Web
- C. Chat
- D. Social
Answer: A,B
NEW QUESTION 60
HOTSPOT
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 61
Agents and managers cannot create knowledge articles from Community questions.
- A. False
- B. True
Answer: A
Explanation:
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 62
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
- A. Ensure there is a dedicated account manager for that account
- B. Prevent the same role being used on different customer accounts
- C. The role then becomes a parent responsibility
- D. The role then becomes a child responsibility
Answer: D
NEW QUESTION 63
_____________________ 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. Consumer Agent [sn_customerservice.consumer_agent]
- B. Agent [sn_customerservice_agent]
- C. Partner [sn_customerservice.partner]
- D. Agent manager [sn_customerservice_manager]
- E. Customer administrator [sn_customerservice.customer_admin]
- F. Customer case manager [sn_customerservice.customer_case_manager]
Answer: A
NEW QUESTION 64
If only one user reports a content for moderation, the content will be hidden.
- A. False
- B. True
Answer: A
Explanation:
Reference:
customer-communities/task/approve-reject-content.html
NEW QUESTION 65
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A. Auto Assessment
- B. Apply Role by Customer
- C. Change Update to Close
- D. Update Case Entitlement
Answer: A,D
NEW QUESTION 66
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Open An Incident
- B. Community
- C. Service Catalog
- D. Knowledge Base
Answer: B,C,D
Explanation:
Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/ playbook/self-service-improvement.pdf
NEW QUESTION 67
What are the Forum User Types? (Choose three.)
- A. Registered
- B. Public
- C. Moderator
- D. Admin
- E. Custom
Answer: A,B,C
Explanation:
Explanation
NEW QUESTION 68
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. True
- B. False
Answer: A
NEW QUESTION 69
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A. Case Categorization
- B. Case Escalation
- C. Case State
- D. Case Prioritization
Answer: A,D
NEW QUESTION 70
......
Easy Success ServiceNow CIS-CSM Exam in First Try: https://passtorrent.testvalid.com/CIS-CSM-valid-exam-test.html