ServiceNow CIS-CSM Exam Dumps and Updated Info

Description

Exam Name: Certified Implementation Specialist – Customer Service Management

Exam Code: CIS-CSM

Related Certification(s): ServiceNow Certified Implementation Specialist Certification

Certification Provider: ServiceNow

Number of CIS-CSM practice questions in our database: 239

Expected CIS-CSM Exam Topics, as suggested by ServiceNow :

Module 1: Migration of Historical Case Records/ Working with Clients
Module 2: Communities and Performance Analytics/ Team Responsibilities/ Project Phases
Module 3: CSM Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics
Module 4: Integration with 3rd Party Systems/ Integration Capabilities/ Knowledge Management
Module 5: Customer Service Management System Setup and Configuration/ Customer Service Management Integration
Module 6: Overview of CSM Application/ Engagement Methodology and Project Planning/ CSM in ServiceNow/ Service Catalog/ CSM Portal/ CSM Setup

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ServiceNow CIS-CSM Exam Dumps

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Q1. Read the use case below to determine if the customer service relationship is B2B or B2C. Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary's house.

A.B2C

B. B2B

Q2. 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.Can Read user criteria

B. Whitelist all other groups from the Knowledge Base

C. Hide the Knowledge Base from the Knowledge Base Portal

D. Cannot Contribute user criteria

Q3. In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

A.Routes the chat towards another group

B. Uses response templates to Insert as text in a conversation

C. Rolls up the current chat history towards an existing case

D. Rejects an incoming chat and moves it automatically to the general queue

Q4. Service-aware Install Base consists of which entities? (Choose three.)

A.Installed Products

B. Install Base Items

C. Assets

D. Sold Products

E. Configuration Items

Q5. In case management. Parent Child Synchronization allows for which of the following:

A.Synchronization of all child cases as well as children of child cases on all levels

B. Child cases to be separated from Parent cases and will not be synchronized automatically

C. Parent cases to automatically generate child cases when all fields are filled out thus, synchronized auto-population

D. Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case

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