ServiceNow CIS-CSM Practice Exam Dumps 2023

Jonnie Karnath2023-06-26T07:53:09+00:00

If you are planning to take the ServiceNow CIS-CSM exam, then you must be familiar with the fact that it is not an easy certification to obtain. The exam requires comprehensive knowledge of ServiceNow Customer Service Management and its various components. To help you prepare for the exam, Certspots has released its latest ServiceNow CIS-CSM Practice Exam Dumps which are designed to help you understand the exam structure, types of questions and how to approach them. Using these CIS-CSM practice exam dumps, you can get an idea of what to expect in the real exam and improve your chances of passing it with flying colours. So, what are you waiting for? Get your hands on Certspots’ ServiceNow CIS-CSM Practice Exam Dumps 2023 today and start your exam preparation.

Page 1 of 4

1. The available case types are: (Choose two.)

Product Support

Order

Product

Support

2. Which of the following are best practice with regard to data imports? (Choose two.)

When importing to multiple instances import to each instance separately.

Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.

Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.

Images embedded in Knowledge Articles should be uploaded separately

3. What should be part of the pre-engagement collateral?

Frequently Asked Questions (FAQ)

Scoping Guide

Customer Service roles template

Stock Keeping Unit (SKU) and pricing sheet

4. Which of the following is a condition for matching rules?

Agent domain

Assignment

Switching

Specific case attributes

5. What role does the Engagement Manager play before the Workshop? (Choose two.)

Project Manager

Acts as intermediary

Provides answers to technical problems

Assists with technical requirements

6. Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

Case Performance

Case Analytics

Case Digest

Case Spotlight

7. The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

True

False

8. To which entities can Special Handling Notes be applied out of the box?

Consumer

Entitlement

Sold Product

9. Which of the following roles cannot update a consumer’s record?

sn_customerservice_agent

sn_customerservice_manager

sn_customerservice.consumer_agent

admin

10. Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

Open an incident

Viewing knowledge articles

Live chat

Consumer self-registration

Page 2 of 4

11. Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

Manage requests

Execute assigned tasks

Close work orders

Manage cases

Manage assets

12. The self-registration feature enables new customer contacts to submit registration requests from the customer portal.

Which role is responsible for creating the unique registration code for each account?

Customer Service Manager (sn_customerservice_manager)

System administrator (admin)

Service organization administrator (sn_customerservice.service_organization_admin)

Customer admin (sn_customerservice.customer_admin)

13. HOTSPOT

Match the definitions for roles relationships.

14. Which are the key self-service functions of the Customer Support Portal? (Choose three.)

Community

Knowledge Base

Open An Incident

Service Catalog

15. From a service provider’s perspective, is the following a product or an asset?

A cable modem model that the service provider sells.

Product

Asset

16. What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

Define the Business Pain Points

Provide consistent service to customers

Have a clear understanding of the use cases

Define the number of hours needed to develop the associated requirements

Implementation is only as good as the underlying process

17. Who can create a customer service case from a community discussion? (Choose two.)

Customer service agent (sn_customerservice_agent)

Proxy case creator (sn_customerservice.proxy_case_creator)

Partner (sn_customerservice.partner)

Case Viewer (sn_customerservice.case_viewer)

18. Predictive Intelligence improves Case management by:

Predicting what values should have gone into empty fields in historical records

Reducing the number of records needed to accurately predict a value

Replacing legacy routing rules

Predicting Case values without manual intervention

19. What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?

Can view assets belonging to their partner accounts

Can create, view, and edit cases for their partner accounts

Can resolve cases reported by their partner accounts

Can create and update contacts for their partner accounts

20. What should be emphasized when designing solutions? (Choose three.)

Minimize customizations

Focus Out-of-the-box functionality

Design for Scalability

Mobile friendly functionality

Page 3 of 4

21. Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules.

Which out-of-the-box configurable criteria can be used? (Choose three.)

Assigned Cases

Agent Affinity

Availability Today

Matching Skills

Agent History

22. What criteria can be used to determine when a new inbound case should be opened?

When a new customer is created

When an internal problem occurs

When a customer has a question or issue to resolve

When we have new marketing material for a customer

23. Articles can provide the following: (Choose three.)

Document current and known issues

Provide answers and responses to common issues or questions

Information about customer’s service contract

Share product information

24. How many outbound email accounts are supported in Customer Service Management?

One

Unlimited

Two

One per business service

25. Which of the following are correct for parent/child synchronization? (Choose two.)

Multiple child cases can be managed from a parent case as in Major Issue Management

The Administrator can choose which fields to synchronize from parent to child cases

Parent to child cases can be synchronized regardless of which state the case is in

The property to synchronize parent to child cases is automatically enabled

26. Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)

Contact (customer_contact)

Consumer User (csm_consumer-user)

Consumer (csm_consumer)

CSM User (csm_user)

27. What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?

Selecting all the groups

Selecting none of the groups

Missing configuration

Misconfigured

28. Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

Apply Role by Customer

Auto Assessment

Change Update to Close

Update Case Entitlement

29. What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?

Runs at the end of the month and deactivates all Special Handling notes more than 30 days old

Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week

Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated

Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates

30. Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

Escalate a case on the add-m panel of Outlook

As the Microsoft Outlook user, register yourself as self-contributor

Create cases using email content in Outlook for the customer contact

Page 4 of 4

31. Which of the following roles can update a consumer's record? (Choose two.)

Consumer Support Agent {sn_customerservice.consumer_agent)

Customer Service Manager (sn_customerservice_manager)

Customer Service Agent (sn_customerservice_agent)

Customer (sn_customerservice.customer)

Facebook Twitter LinkedIn Google + Email