CIS-CSM Premium Files Updated Nov-2024 Practice Valid Exam Dumps Question
Practice with CIS-CSM Dumps for CIS-Customer Service Management Certified Exam Questions & Answer
ServiceNow CIS-CSM certification exam is a valuable credential for professionals who want to demonstrate their expertise in customer service management using the ServiceNow platform. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is recognized globally and is highly respected in the IT industry. It is an excellent way to advance your career and increase your earning potential. CIS-CSM exam is designed to test your knowledge of the ServiceNow platform and your ability to apply that knowledge in practical situations.
NEW QUESTION # 125
Which one is NOT a dependency for the Customer Service Plugin?
- A. Openframe
- B. Skills Management
- C. Task Activities
- D. Communities
Answer: D
NEW QUESTION # 126
What one of the following is optional when creating a Catalog workflow?
- A. Publishing the workflow
- B. Defining workflow activities
- C. Approving the workflow
- D. Managing workflow versions
Answer: D
Explanation:
Explanation
NEW QUESTION # 127
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
- A. Order
- B. FAQ
- C. Billing
- D. Monitoring
- E. Request
- F. Contract
Answer: A
NEW QUESTION # 128
Which of the following is a required field in the Resolution Information tad in order to close a case?
- A. Resolution notes
- B. Cause
- C. Closed
- D. Closed by
Answer: A
NEW QUESTION # 129
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
- A. Install Base Item
- B. Product Model
- C. Service Contract
- D. Account
- E. Contact
Answer: B,D,E
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/c_OnScreenAlerts.html
NEW QUESTION # 130
If only one user reports a content for moderation, the content will be hidden.
- A. True
- B. False
Answer: B
NEW QUESTION # 131
How are Service Catalogs and Catalog Items related? (Choose two.)
- A. Access to catalog items is determined by the service catalog's assigned user criteria
- B. Service catalogs may contain multiple catalog items Most Voted
- C. A catalog item can be associated with one or more service catalogs Most Voted
- D. A catalog item can only be associated with one service catalog
Answer: B,C
NEW QUESTION # 132
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
- A. Open an incident
- B. Viewing knowledge articles
- C. Live chat
- D. Consumer self-registration
Answer: D
Explanation:
Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html
NEW QUESTION # 133
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
- A. The role then becomes a parent responsibility
- B. Ensure there is a dedicated account manager for that account
- C. The role then becomes a child responsibility
- D. Prevent the same role being used on different customer accounts
Answer: C
NEW QUESTION # 134
From a security perspective, scoping brings several benefits: (Choose two.)
- A. IT can manage and control the pace of the CSM teams because dependencies have been put in place
- B. The scope holds the records and acts as a container for the desired Customer Service Management Applications
- 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: B,C
NEW QUESTION # 135
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
- A. Manage assets
- B. Execute assigned tasks
- C. Manage requests
- D. Close work orders
- E. Manage cases
Answer: B,D,E
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 # 136
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
- A. Number of customer service portals used
- B. Languages spoken by agents
- C. Knowledge and skills required for agents
- D. Geographical location of customer
- E. Number and type of support tools available
- F. Number of agents required
Answer: B,C,E,F
NEW QUESTION # 137
What are the Forum User Types? (Choose three.)
- A. Public
- B. Registered
- C. Moderator
- D. Custom
- E. Admin
Answer: A,B,C
Explanation:
Explanation
NEW QUESTION # 138
Major Issue Management uses which one of the following capabilities?
- A. Targeted Communications
- B. Governance Risk and Control
- C. Asset management
- D. Record producers
Answer: A
Explanation:
Reference:
customer-service-management/concept/major-issue-management.html
NEW QUESTION # 139
Which of the following statements is correct regarding product models in CSM?
- A. Products models can only contain digital (logical) items
- B. Product models can contain either physical items or digital (logical) items but not both in the same model
- C. Product models can contain both physical items and digital (logical) items in the same mode
- D. Product models can only contain physical items
Answer: C
NEW QUESTION # 140
What is the most efficient way to get cases to be dosed automatically after a few days?
- A. Create a Scheduled job that looks at the resolved_at date
- B. Create a workflow associated with cases with a timer that changes the state after a few days
- C. Activate the Auto Close Resolved Cases flow
- D. Set the property glide.auto.close.cases resolved to true
Answer: C
NEW QUESTION # 141
What are the three out-of-the-box playbooks for CSM?
Choose 3 answers
- A. Case playbook for Billing
- B. Case playbook for Accounts
- C. Case Playbook for product Support
- D. Case playbook for Complaints
- E. Case playbook for Onboarding
Answer: C,D,E
Explanation:
https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/customer-service-case-playbooks.html
NEW QUESTION # 142
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. False
- B. True
Answer: B
NEW QUESTION # 143
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
- A. Needs attention
- B. Work in progress
- C. Blocked internally
- D. Blocked externally
Answer: A
NEW QUESTION # 144
......
REAL CIS-CSM Exam Questions With 100% Refund Guarantee : https://www.exams4collection.com/CIS-CSM-latest-braindumps.html
Get Special Discount Offer on CIS-CSM Dumps PDF: https://drive.google.com/open?id=16xGW0oDs2lGDvNkWTVESn7RF3ad-r-l2
