PASS CIS-CSM exam with ServiceNow Real Exam Questions - 100% Valid!
Actual CIS-CSM Exam Recently Updated Questions with Free Demo
NEW QUESTION # 73
To which recipient types can targeted communications (publications) be sent? (Choose two.)
- A. Contacts
- B. Households
- C. Outsourced Service Providers
- D. Internal users
Answer: A,D
NEW QUESTION # 74
If only one user reports a content for moderation, the content will be hidden.
- A. False
- B. True
Answer: A
NEW QUESTION # 75
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Contact
- B. Customer
- C. User
- D. Caller
Answer: A
Explanation:
Explanation
NEW QUESTION # 76
In the Customer Service Management space what defines the term asset?
- A. A physical item
- B. A product that a company supports
- C. A specific product instance supported for a customer
- D. A resource that allows a business service
Answer: C
NEW QUESTION # 77
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
- A. Knowledge and skills required for agents
- B. Number and type of support tools available
- C. Geographical location of customer
- D. Number of customer service portals used
- E. Number of agents required
- F. Languages spoken by agents
Answer: A,B,E,F
NEW QUESTION # 78
A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)
- A. The account already has an open escalation record
- B. The parent account of the account to be escalated is not active
- C. No escalation approval flow is configured
- D. The customer service agent is not assigned with the escalation requester role
Answer: A,D
NEW QUESTION # 79
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
- A. Case
- B. Knowledge Article
- C. Accounts
- D. Chat
Answer: B,C
NEW QUESTION # 80
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Social
- B. Email
- C. Web
- D. Chat
Answer: B,C
NEW QUESTION # 81
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
- A. As the Microsoft Outlook user, register yourself as self-contributor
- B. Create cases using email content in Outlook for the customer contact
- C. Escalate a case on the add-m panel of Outlook
- D. Register the sender of an email as contact
Answer: A,C
NEW QUESTION # 82
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice_manager
- B. admin
- C. sn_customerservice.consumer_agent
- D. sn_customerservice_agent
Answer: D
Explanation:
Reference:
customer-service-management/task/create-a-consumer-record.html
NEW QUESTION # 83
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. None of the above
- B. Both portal question entry and Record Producer
- C. Record Producer only
- D. Entering question in portal only
Answer: C
Explanation:
Explanation
NEW QUESTION # 84
From which one of the following can an agent create a CSM Case:
- A. Special Handling Note
- B. Chat
- C. Incident Management
- D. Human Resource Application
Answer: B
Explanation:
Source: https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/customer-service-case-types.html
NEW QUESTION # 85
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
- A. WebDAV-versioned
- B. Web-based
- C. Web-configurable
- D. webDAV-compilant
Answer: D
NEW QUESTION # 86
What should be part of the pre-engagement collateral?
- A. Frequently Asked Questions (FAQ)
- B. Stock Keeping Unit (SKU) and pricing sheet
- C. Scoping Guide
- D. Customer Service roles template
Answer: D
Explanation:
Explanation
NEW QUESTION # 87
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
- A. Accounts
- B. Knowledge Article
- C. Case
- D. Chat
Answer: A,C
NEW QUESTION # 88
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?
- A. To complete any complex customizations early enough
- B. To facilitate the requirement gathering during the workshops
- C. To realize near-term ROI (Return on Investment)
- D. To expand the technical reach
Answer: C
NEW QUESTION # 89
Articles can provide the following: (Choose three.)
- A. Provide answers and responses to common issues or questions
- B. Information about customer's service contract
- C. Share product information
- D. Document current and known issues
Answer: A,C,D
NEW QUESTION # 90
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
- A. CSM User (csm_user)
- B. Consumer User (csm_consumer-user)
- C. Contact (customer_contact)
- D. Consumer (csm_consumer)
Answer: B,D
NEW QUESTION # 91
A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)
- A. Whitelist all other groups from the Knowledge Base
- B. Hide the Knowledge Base from the Knowledge Base Portal
- C. Can Read user criteria
- D. Cannot Contribute user criteria
Answer: C,D
NEW QUESTION # 92
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
- A. Maybe
- B. I don't know
- C. No
- D. Yes
Answer: D
NEW QUESTION # 93
Which of the following are benefits of customer access management? (Choose two.)
- A. It improves the customer experience by enabling related parties to track and collaborate on cases.
- B. It increases security by automatically granting access to cases based on access to sold product.
- C. It defaults the responsibility for access management to the customer service agent.
- D. It defaults the responsibility for access management to the customer.
Answer: A,B
NEW QUESTION # 94
In case management. Parent Child Synchronization allows for which of the following:
- A. Parent cases to automatically generate child cases when all fields are filled out thus, synchronized auto- population
- B. Synchronization of all child cases as well as children of child cases on all levels
- C. Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case
- D. Child cases to be separated from Parent cases and will not be synchronized automatically
Answer: A
NEW QUESTION # 95
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
- A. Quick Messages
- B. Response Templates
- C. Quick Actions
- D. Templates
Answer: B
NEW QUESTION # 96
What are the different resource matching methods on the Matching Rule form?
Choose 3 answers
- A. History
- B. Skill
- C. Selection Criteria
- D. Scripted
- E. Simple
Answer: C,D,E
NEW QUESTION # 97
......
CIS-CSM Free Sample Questions to Practice One Year Update: https://www.vceengine.com/CIS-CSM-vce-test-engine.html
Free ServiceNow CIS-CSM Exam Questions: https://drive.google.com/open?id=18X6tfp7HKypKjTIOKhkbR-D9Y81sAUoQ
