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ServiceNow CIS-CSM Certification Exam is an excellent opportunity for professionals who are interested in customer service management and want to validate their expertise using the ServiceNow platform. With this certification, individuals can demonstrate their knowledge and skills to potential employers and advance their careers in this field.
Understanding functional and technical aspects of ServiceNow Certified CIS CSM
The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:
- Implementation solutions that work in conjunction with baseline application functionality
- Implementation approaches to meet requirements that preserve upgradability, scalability, and maintainability
NEW QUESTION # 16
What action is required to enable agents to create an incident record for a case?
- A. They must be assigned with the read role for incident
- B. They must be assigned with the snc_intemal role
- C. They must be assigned with the itil role
- D. They must be assigned with the sn_customerservice.itsm_contributor role
Answer: B
NEW QUESTION # 17
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation
NEW QUESTION # 18
Which of the following is correct regarding the social med a channel?
- A. Cases cannot be created from any of the social channels
- B. Cases are NOT created automatically from any of the social channels
- C. Cases are created automatically from all of the social channels
- D. Cases can be created automatically depending on which social channel is used
Answer: D
NEW QUESTION # 19
What do blue circles in the timeline of a case form represent?
- A. Comment
- B. Note
- C. Activity
- D. State
Answer: D
Explanation:
Explanation
NEW QUESTION # 20
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. True
- B. False
Answer: A
NEW QUESTION # 21
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
- A. Allows access to multi-product line knowledge articles
- B. Allows access to knowledge articles based on customer's security access
- C. Allows access to knowledge articles that are related to entitlements owned by a customer
- D. Allows access to knowledge articles that are related to products owned by a customer
Answer: D
NEW QUESTION # 22
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Create requests on behalf of customers
- B. Manage cases on behalf of customer service agents
- C. Manage major incident communication on behalf of a customer service manager
- D. Manage requests on behalf of customer service agents
- E. Create cases on behalf of customers
Answer: A,E
NEW QUESTION # 23
What does the Agent Whisper function do?
- A. Lets agents have chat conversations with other agents without the requester knowing
- B. Lets agents and chat supervisors have a conversation without the requester knowing
- C. Lets the chat supervisors have a conversation with the requester without the agent knowing
- D. Lets agents and requesters have a conversation without the chat supervisor knowing
Answer: B
NEW QUESTION # 24
_____________________ 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. Agent manager [sn_customerservice_manager]
- B. Agent [sn_customerservice_agent]
- C. Partner [sn_customerservice.partner]
- D. Customer case manager [sn_customerservice.customer_case_manager]
- E. Customer administrator [sn_customerservice.customer_admin]
- F. Consumer Agent [sn_customerservice.consumer_agent]
Answer: F
NEW QUESTION # 25
How many active OpenFrame configurations can you have on an instance?
- A. 0
- B. 1
- C. Unlimited
- D. 2
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/jakarta-customer-service-management/page/product/ customer-service-management/task/t_CreateAnOpenFrameConfiguration.html
NEW QUESTION # 26
From a security perspective, scoping brings several benefits: (Choose two.)
- A. The scope holds the records and acts as a container for the desired Customer Service Management Applications
- B. IT can manage and control the pace of the CSM teams because dependencies have been put in place
- C. Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals
- D. Improves instance security by limiting accessibility to other applications on the instance
Answer: A,C
NEW QUESTION # 27
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A. Auto Assessment
- B. Apply Role by Customer
- C. Update Case Entitlement
- D. Change Update to Close
Answer: A,C
NEW QUESTION # 28
When creating or importing assets for CSM, model categories are used to: (Choose three.)
- A. Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa Most Voted
- B. Build a classification structure for product models
- C. Group assets together Most Voted
- D. Define a link between Asset classes and Configuration Item (CI) classes
- E. Model the configuration options for each product model being sold to customers
Answer: A,C,D
NEW QUESTION # 29
Major Issue Management uses which one of the following capabilities?
- A. Asset management
- B. Record producers
- C. Governance Risk and Control
- D. Targeted Communications
Answer: D
Explanation:
Explanation
NEW QUESTION # 30
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Entering question in portal only
- B. Record Producer only
- C. Both portal question entry and Record Producer
- D. None of the above
Answer: B
Explanation:
Explanation
NEW QUESTION # 31
Which of the following is a condition for matching rules?
- A. Assignment
- B. Switching
- C. Agent domain
- D. Specific case attributes
Answer: A
NEW QUESTION # 32
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ServiceNow CIS-CSM certification exam is a valuable credential for professionals who work with the ServiceNow CSM platform. By passing CIS-CSM exam, professionals can demonstrate their expertise in configuring and managing the platform, enhance their career prospects, and contribute to the success of their organization's customer service operations.
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