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CIS-Customer Service Management
CIS-CSM
ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers

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491 Students Passed

96% Average Score

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Questions # 1:

Which ServiceNow products can be integrated out-of-the-box with CSM?

Choose 3 answers

Options:

Risk Wana9emenI

ITOM Event Management

DevOps

Financial Management

Strategic Portfolio Management

Answer

B, D, E

Explanation

https://docs.servicenow .com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/integrate-csm-other-applics.html

Questions # 2:

When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

Options:

Order

Contract

FAQ

Monitoring

Request

Billing

Answer

Explanation

[Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/administer/atf-quick-start-tests/reference/quick-start-tests-csm.html, ]

Questions # 3:

The default configuration automatically closes resolved Cases after how many days?

Options:

5 days

Cases are not automatically closed by default Most Voted

3 days

10 days

Answer

Questions # 4:

When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed?

Choose 2 answers

Options:

Choose the NLU service provider

In the NLU Settings configure the Entity confidence threshold

Enable NLU in Virtual Agent

In the NLU Settings configure the Intent confidence threshold

Answer

A, C

Questions # 5:

What are the three out-of-the-box playbooks for CSM?

Choose 3 answers

Options:

Case Playbook for product Support

Case playbook for Onboarding

Case playbook for Billing

Case playbook for Accounts

Case playbook for Complaints

Answer

A, B, E

Explanation

https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/ product/customer-service-management/concept/customer-service-case-playbooks.html

Questions # 6:

How many outbound email accounts are supported in Customer Service Management?

Options:

One

Unlimited

Two

One per business service

Answer

Explanation

[Reference: https://community.servicenow.com/community?, id=community_question&sys_id=8c8a948f1bc3cc50ada243f6fe4bcba4, ]

Questions # 7:

What should be done if an attribute about an Install Base Item is merely for informational purposes?

Options:

Include it in the entitlement details

Track it as an Install Base characteristic

Document it in the product manual

Create a Install Base custom field

Answer

Questions # 8:

Which roles are considered external? (Choose two.)

Options:

Consumer Support Agent (sn_customerservice.consumer_agent)

Customer Admin (sn_customerservice.customer_admin) Most Voted

Partner Admin (sn_customerservice.partner_admin) Most Voted

Customer Service Agent (sn_customerservice_agent)

Answer

B, C

Questions # 9:

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

Options:

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

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

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

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

Answer

Questions # 10:

Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?