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ServiceNow CIS-CSM Exam Dumps

ServiceNow CIS-CSM Exam Dumps

Certification Exams

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Number Of Questions: 239

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Exam Details

Exam Name:

ServiceNow Certified Implementation Specialist - Customer Service Management Exam

Exam Code:

CIS-CSM

Total Questions in Exam:

239

Demo Questions

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

Correct Answer: A

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

Correct Answer: A, D

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

Correct Answer: B

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

Correct Answer: A, B, D

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

Correct Answer: C

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