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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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Questions # 11:

What do blue circles in the timeline of a case form represent?

Options:

Triggered SLAs

State changes

Customer comments

Activity updates

Answer

Explanation

[Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/, customer-service-management/reference/r_CustomerServiceCaseTimeline.html, , ]

Questions # 12:

What features are included with the Customer Service Portal?

Choose 3 answers

Options:

Header with links for different customer activities such as creating a case

Search feature to get Information from several repositories

Links to information sources such as the knowledge base, community and customer support

Links to marketing promotions and product coupons

The ability to create new accounts

Answer

A, B, C

Explanation

https://docs.servicenow.com/bundle/washingtondc-customer-service- management/page/product/customer-service-management/task/use-the-customer-portal.html

Questions # 13:

Which roles are considered external?

Choose 2 answers

Options:

Partner Admin (sn_customerservice. partner_admin)

Customer Admin (sn_cuslomerservlce.customet_admin)

Customer Service Agent (sn_customerservice_agent)

Consumer Support Agent (sn_customerservice.consumer_agent)

Answer

A, B

Questions # 14:

During which Now Create stage are workshops conducted?

Options:

Execute

Initiate

Deliver

Plan

Answer

Explanation

[Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/now-create-ebook.pdf, ]

Questions # 15:

Which of the following is correct regarding the social med a channel?

Options:

Cases cannot be created from any of the social channels

Cases are NOT created automatically from any of the social channels

Cases can be created automatically depending on which social channel is used

Cases are created automatically from all of the social channels

Answer

Questions # 16:

Which application must be activated to enable customers to check in on-line for future appointments?

Options:

Business Location

Walk-Up Experience

Field Service Management

Service Organization

Answer

Explanation

[Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/task/csm-walkup-enable-appt-booking.html, ]

Questions # 17:

The available case types are: (Choose two.)

Options:

Product Support

Order

Product

Support

Answer

B, C

Explanation

[Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/, customer-service-management/concept/manage-csm-case-types.html, ]

Questions # 18:

When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

Options:

Social Channels

Social Profiles

Social Logs

Work notes

Additional comments

Answer

Questions # 19:

When configuring email in Communication Channels, how many outgoing email addresses are supported?

Options:

One

Two

Three

Unlimited

Answer

Questions # 20:

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

Options:

Apply Role by Customer

Auto Assessment

Change Update to Close

Update Case Entitlement

Answer

B, D

Explanation

Source:https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/pr oduct/customer-service-management/reference/r_BRIWCustomerService.html

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