Updated PDF (New 2022) Actual ServiceNow CIS-CSM Exam Questions
Verified CIS-CSM Exam Dumps PDF [2022] Access using itPass4sure
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 â 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.
NEW QUESTION 21
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Record Producer only
- B. Both portal question entry and Record Producer
- C. None of the above
- D. Entering question in portal only
Answer: A
NEW QUESTION 22
What criteria can be used to determine when a new inbound case should be opened?
- A. When an internal problem occurs
- B. When a customer has a question or issue to resolve
- C. When we have new marketing material for a customer
- D. When a new customer is created
Answer: B
NEW QUESTION 23
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Record Producer only
- B. Both portal question entry and Record Producer
- C. None of the above
- D. Entering question in portal only
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/ contextual-search/concept/c_DefineContextualSearch.html
NEW QUESTION 24
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice.consumer_agent
- B. admin
- C. sn_customerservice_agent
- D. sn_customerservice_manager
Answer: C
Explanation:
Explanation
NEW QUESTION 25
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Social
- B. Chat
- C. Email
- D. Web
Answer: C,D
Explanation:
Explanation
NEW QUESTION 26
What should be part of the pre-engagement collateral?
- A. Customer Service roles template
- B. Stock Keeping Unit (SKU) and pricing sheet
- C. Scoping Guide
- D. Frequently Asked Questions (FAQ)
Answer: C
NEW QUESTION 27
What is the purpose of a Catalog Item variable?
- A. Provides hint to the user on the field
- B. Opens a chat session with customer support
- C. Allows the customer to ask a question
- D. Allows the customer or consumer to qualify their answer
Answer: D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service- catalog-management/task/t_CreateAVariableForACatalogItem.html
NEW QUESTION 28
Major Issue Management uses which one of the following capabilities?
- A. Targeted Communications
- B. Governance Risk and Control
- C. Record producers
- D. Asset management
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/major-issue-management.html
NEW QUESTION 29
_____________________ 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 [sn_customerservice_agent]
- B. Consumer Agent [sn_customerservice.consumer_agent]
- C. Customer administrator [sn_customerservice.customer_admin]
- D. Customer case manager [sn_customerservice.customer_case_manager]
- E. Partner [sn_customerservice.partner]
- F. Agent manager [sn_customerservice_manager]
Answer: B
NEW QUESTION 30
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
- A. Manage cases
- B. Manage assets
- C. Execute assigned tasks
- D. Close work orders
- E. Manage requests
Answer: A,C,D
Explanation:
Explanation
Explanation:
When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.
Reference: https://docs.servicenow.com/bundle/madrid-field-service-management/page/product/field- service-management/concept/mobile-experience-fsm.html
NEW QUESTION 31
Matching rules enhance assignment capability by ____________________.
- A. Providing dynamic matching of cases to groups or individuals
- B. Matching best agent by skill
- C. Matching best agent by availability
- D. Determining if account is a customer or partner
Answer: C
Explanation:
Explanation
NEW QUESTION 32
Matching rules enhance assignment capability by ____________________.
- A. Providing dynamic matching of cases to groups or individuals
- B. Matching best agent by skill
- C. Determining if account is a customer or partner
- D. Matching best agent by availability
Answer: B
NEW QUESTION 33
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
- A. Chat
- B. Case
- C. Knowledge Article
- D. Accounts
Answer: B,D
NEW QUESTION 34
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Record Producer only
- B. Both portal question entry and Record Producer
- C. None of the above
- D. Entering question in portal only
Answer: A
Explanation:
Explanation
NEW QUESTION 35
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
- A. Open an incident
- B. Consumer self-registration
- C. Live chat
- D. Viewing knowledge articles
Answer: B
NEW QUESTION 36
Entitlements specify the level of service provided to customers.
- A. True
- B. False
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
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. Imported external articles appear as attachments in ServiceNow
- C. The imported article will have the same category it had in the source knowledge base
- D. SharePoint blocks this integration
Answer: A,C
NEW QUESTION 38
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
- A. True
- B. False
Answer: A
NEW QUESTION 39
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
- A. Selecting none of the groups
- B. Misconfigured
- C. Missing configuration
- D. Selecting all the groups
Answer: D
NEW QUESTION 40
Predictive Intelligence improves Case management by:
- A. Replacing legacy routing rules
- B. Predicting Case values without manual intervention
- C. Reducing the number of records needed to accurately predict a value
- D. Predicting what values should have gone into empty fields in historical records
Answer: B
NEW QUESTION 41
What are the Forum User Types? (Choose three.)
- A. Registered
- B. Admin
- C. Custom
- D. Public
- E. Moderator
Answer: A,D,E
NEW QUESTION 42
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
- A. Allows access to Knowledge Articles that are related to products owned by a customer
- B. Makes it easier for Agents to manage case volume
- C. Information about customer's service contract
- D. Reduces call volume
Answer: A,B,D
NEW QUESTION 43
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
Explanation:
Explanation
NEW QUESTION 44
What do blue circles in the timeline of a case form represent?
- A. Comment
- B. State
- C. Note
- D. Activity
Answer: B
Explanation:
Explanation
NEW QUESTION 45
What are the Forum User Types? (Choose three.)
- A. Registered
- B. Admin
- C. Custom
- D. Public
- E. Moderator
Answer: A,D,E
Explanation:
Explanation
NEW QUESTION 46
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Difficulty in Attempting ServiceNow Certified CIS CSM
Use authentic websites to prepare for CIS-CSM exam. This exam is tough given its vast syllabus. It is difficult to comprehend each and every concept but practice tests and exams are good for the preparation. Being consistent with your preparations is the key. Our preparatory guide will surely serve as a road map to ace the CIS-CSM exam. The Certified Implementation Specialist â 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.
The exam consists of approximately (60) questions. For each question on the examination, there are multiple possible responses. The person taking the exam reviews the response options and selects the most correct answer to the question. Exam content is divided into Learning Domains that correspond to key topics and activities typically encountered during ServiceNow implementations. In each Learning Domain, specific learning objectives have been identified and are tested in the exam.
For each multiple-choice question on the exam, there are at least four possible responses. The candidate taking the exam reviews the response options and selects the one response most accurately answers the question.
For each multiple-select question on the exam, there are at least four possible responses. The question will state how many responses should be selected. The candidate taking the exam reviews the response options and selects ALL responses that accurately answer the question. Multiple-select questions have two or more correct responses.
If a candidate fails to pass an exam, they may register to take the exam again up to three more times at a cost.
There are plenty of resources available in the market place for oracle CIS-CSM exam that will help you prepare for the exam. Always remember to refer the ones from authentic and genuine sources. Our SERVICENOW CIS-CSM dumps and SERVICENOW CIS-CSM dumps pdf have all the content to pass the certification exam will not be too much difficult if the user shows aptitude for understanding complicated processes.
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