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ServiceNow CIS-CSM exam covers a wide range of topics, including ServiceNow CSM Fundamentals, CSM Architecture, CSM setup and configuration, Service Level Agreements (SLAs), Service Catalog, Service Portal, and many more. CIS-CSM exam consists of 60 multiple-choice questions and has a duration of 90 minutes. The passing score for the exam is 70%.
NEW QUESTION # 102
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Web
- B. Chat
- C. Email
- D. Social
Answer: B,C
NEW QUESTION # 103
What are features of Customer Service Management? (Choose four.)
- A. Skills-based routing
- B. Service Contracts
- C. Service Prospecting
- D. Timed Audits
- E. Demand Management
- F. Real-time SLAs
- G. Service Entitlements
Answer: A,E,F,G
NEW QUESTION # 104
Information about a customer's service contract is found in Knowledge.
- A. True
- B. False
Answer: B
Explanation:
Reference:
customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION # 105
Which of the following are true regarding the Community Portal application? (Choose two.)
- A. Most of the configuration does not require System Administrator role
- B. It is available to any customer with a Community license
- C. It is only available to CSM license holders
- D. It is available by default with the Support and Service portals
Answer: B,C
Explanation:
- Licensed for the Customer Service Management application & licensed for HR Service Delivery, so c. is wrong, which makes a. a logical choice - "The roles required to define requirements and set up forums include sn_communities.admin or sn_communities.forum_admin." (d.) Source: - https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-communities/task/activate-communities.html (licensing) - https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-communities/reference/r_setup-communities-admin.html(
NEW QUESTION # 106
Which of the following best describes how the CSM application uses the Asset table?
- A. CSM uses the Product Model table instead of the ITSM Asset table
- B. CSM uses the Product table instead of the ITSM Asset table
- C. Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM
- D. ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields
Answer: D
NEW QUESTION # 107
Which of the following is correct regarding the social med a channel?
- A. Cases are NOT created automatically from any of the social channels
- B. Cases cannot be created from any of the social channels
- C. Cases are created automatically from all of the social channels
- D. Cases can be created automatically depending on which social channel is used
Answer: D
NEW QUESTION # 108
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. User
- B. Caller
- C. Contact
- D. Customer
Answer: C
NEW QUESTION # 109
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?
- A. System administrator (admin)
- B. Customer admin (sn_customerservice.customer_admin)
- C. Service organization administrator (sn_customerservice.service_organization_admin)
- D. Customer Service Manager (sn_customerservice_manager)
Answer: A
NEW QUESTION # 110
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?
- A. Can create, view, and edit cases for their partner accounts
- B. Can resolve cases reported by their partner accounts
- C. Can view assets belonging to their partner accounts
- D. Can create and update contacts for their partner accounts
Answer: C
NEW QUESTION # 111
What is a case?
- A. An Individual record that Is used to identity and create automation opportunities
- B. An individual record that handles and resolves incidents tor external customers
- C. An individual record that is used to identify and resolve a question or issue for an external customer
- D. An individual record that handles and routes issues for internal users
Answer: C
Explanation:
https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/csm-cases-case-tasks-overview.html#:~:text=Customer%20service%20cases%20store%20information,work%20necessary%20to%20resolve%20cases.
NEW QUESTION # 112
Which of the following are true regarding the Community Portal application? (Choose two.)
- A. Most of the configuration does not require System Administrator role
- B. It is available to any customer with a Community license
- C. It is only available to CSM license holders
- D. It is available by default with the Support and Service portals
Answer: B,C
NEW QUESTION # 113
How many outbound email accounts are supported in Customer Service Management?
- A. Two
- B. One
- C. Unlimited
- D. One per business service
Answer: B
Explanation:
Reference:
id=community_question&sys_id=8c8a948f1bc3cc50ada243f6fe4bcba4
NEW QUESTION # 114
The default configuration automatically closes resolved Cases after how many days?
- A. 10 days
- B. 3 days
- C. Cases are not automatically closed by default Most Voted
- D. 5 days
Answer: C
NEW QUESTION # 115
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION # 116
Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow's and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)
- A. Service Reporting
- B. Service-Aware Install Base Most Voted
- C. Proactive Prevention
- D. Proactive Case Most Voted
- E. Service Monitoring
- F. Service-Aware CMDB
Answer: B,D,E
NEW QUESTION # 117
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?
- A. Customer Service Manager (sn_customerservice_manager)
- B. System administrator (admin)
- C. Customer admin (sn_customerservice.customer_admin)
- D. Service organization administrator (sn_customerservice.service_organization_admin)
Answer: A
NEW QUESTION # 118
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ServiceNow CIS-CSM certification exam is a rigorous assessment of an individual's knowledge and skills in various aspects of ServiceNow CSM platform implementation, such as configuring workflows, creating service catalogs, managing customer service cases, and implementing customer satisfaction surveys. CIS-CSM exam is designed to measure an individual's ability to successfully implement ServiceNow CSM solutions in a real-world setting.
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