CIS-CSM by ServiceNow Actual Free Exam Questions And Answers [UPDATED 2023]
CIS-CSM Questions Truly Valid For Your ServiceNow Exam!
ServiceNow CIS-CSM exam has 60 questions, and the time allotted to complete the test is 90 minutes. CIS-CSM exam covers key topics related to ServiceNow CSM implementation, including ServiceNow CSM fundamentals, customer service delivery, problem management, change management, and service level management. Passing the ServiceNow CIS-CSM exam requires a minimum score of 68%, ensuring that the implementation specialist has deep knowledge of ServiceNow CSM.
NEW QUESTION # 23
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. Domain
- B. Contact
- C. VIP
- D. Holiday
Answer: D
NEW QUESTION # 24
What should be part of the pre-engagement collateral?
- A. Stock Keeping Unit (SKU) and pricing sheet
- B. Scoping Guide
- C. Customer Service roles template
- D. Frequently Asked Questions (FAQ)
Answer: B
NEW QUESTION # 25
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 # 26
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:
Reference:
customer-service-management/concept/c_ContractsAndEntitlements.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
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
- A. Product Service
- B. Consumer Service
- C. Partner Service
- D. Customer Service
Answer: C,D
NEW QUESTION # 29
From what places in SN can an agent create a case? (Choose three.)
- A. Chat
- B. Customer Service Application
- C. Contact
- D. Account
Answer: B,C,D
NEW QUESTION # 30
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
- A. Blocked by case task
- B. Blocked by approval
- C. Blocked by internally
- D. Blocked internally and by customer
Answer: A,B
NEW QUESTION # 31
What is the purpose of a Catalog Item variable?
- A. Provides hint to the user on the field
- B. Allows the customer or consumer to qualify their answer
- C. Opens a chat session with customer support
- D. Allows the customer to ask a question
Answer: B
Explanation:
Explanation
NEW QUESTION # 32
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A. Case Categorization
- B. Case State
- C. Case Escalation
- D. Case Prioritization
Answer: A,D
NEW QUESTION # 33
Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?
- A. Define Work Item Queues (Where to route)
- B. Configure Service Channels (What to route)
- C. Set the Agent Experience (What agents see in their Workspace inbox)
- D. Define Assignment Rules (How to assign work items)
Answer: A
NEW QUESTION # 34
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
- A. Geographical location of customer
- B. Number of customer service portals used
- C. Languages spoken by agents
- D. Number of agents required
- E. Knowledge and skills required for agents
- F. Number and type of support tools available
Answer: C,D,E,F
NEW QUESTION # 35
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 # 36
What module is used to create Case Record Producers?
- A. Case Record Producers
- B. Edit Records
- C. Record Producers
- D. Maintain Records
Answer: C
NEW QUESTION # 37
Out-of-the-box. cases are automatically closed after how many days?
- A. 5 days
- B. 3 days
- C. Cases are not automatically closed by default
- D. 10 days
Answer: D
NEW QUESTION # 38
Match the definitions for roles relationships.
Answer:
Explanation:
NEW QUESTION # 39
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A. Case Categorization
- B. Case State
- C. Case Escalation
- D. Case Prioritization
Answer: A,D
Explanation:
Explanation
NEW QUESTION # 40
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