[Mar-2022] CIS-CSM Exam Dumps, CIS-CSM Practice Test Questions
Attested CIS-CSM Dumps PDF Resource [2022]
How to book the ServiceNow Certified CIS CSM
Each candidate must register for the exam via the ServiceNow Webassessor website using a voucher obtained by completing the ITSM Implementation training prerequisit- Voucher codes are nontransferable and provides the candidate eligibility to sit for the Certified Implementation Specialist - IT Service Management exam only.
During the registration process, each test taker has the option of taking the exam at an Authorized Testing Center or as an online-proctored exam. In both testing venues, the Certified Implementation Specialist exam is done through a consistent, friendly, user interface customized for ServiceNow tests.
The Kryterion testing network is worldwide and all locations offer a secure, comfortable testing environment. Candidates register for the exam at a specific date and time so there is no waiting and a seat is reserved in the testing center.
Each candidate can also choose to take the exam as an online-proctored exam. This testing environment allows a candidate to take the test on his or her own system provided that certain requirements are met.
NEW QUESTION 38
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation
Explanation
NEW QUESTION 39
What module is used to create Case Record Producers?
- A. Record Producers
- B. Maintain Records
- C. Case Record Producers
- D. Edit Records
Answer: A
NEW QUESTION 40
HOTSPOT
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 41
Access to a Knowledge base or Article can be restricted based on a customer's assets and the product models using which of the following? (Choose two.)
- A. Knowledge Product Entitlements
- B. Data Policy
- C. ACL
- D. User Criteria
Answer: B,D
NEW QUESTION 42
Which of the following are channels? (Choose two.)
- A. Contacts
- B. Web
- C. Chat
- D. Article
Answer: B,C
Explanation:
Explanation
NEW QUESTION 43
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
- A. Case
- B. Chat
- C. Knowledge Article
- D. Accounts
Answer: A,D
NEW QUESTION 44
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. False
- B. True
Answer: B
NEW QUESTION 45
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. SharePoint blocks this integration
- B. Only applications that allow WebDAV connections can be integrated
- C. Imported external articles appear as attachments in ServiceNow
- D. The imported article will have the same category it had in the source knowledge base
Answer: B,D
NEW QUESTION 46
Which of the following roles cannot update a consumer's record?
- A. admin
- B. sn_customerservice_manager
- C. sn_customerservice.consumer_agent
- D. sn_customerservice_agent
Answer: D
NEW QUESTION 47
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- A. Have a clear understanding of the use cases
- B. Provide consistent service to customers
- C. Implementation is only as good as the underlying process
- D. Define the Business Pain Points
- E. Define the number of hours needed to develop the associated requirements
Answer: A,C,D,E
NEW QUESTION 48
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
- A. False
- B. True
Answer: B
Explanation:
Explanation
NEW QUESTION 49
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer's Twitter profile details?
- A. Not supported
- B. Account
- C. Personnel File
- D. Consumer
- E. Social Profile
Answer: E
NEW QUESTION 50
What criteria can be used to determine when a new inbound case should be opened?
- A. When a new customer is created
- B. When we have new marketing material for a customer
- C. When an internal problem occurs
- D. When a customer has a question or issue to resolve
Answer: D
NEW QUESTION 51
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. Nothing, it is a standard field
- B. The value property on the form must be set to true and the field added to the case form
- C. The plugin 'com.snc.csm_time_recording' needs to be activated
- D. The value property on the form must be set to true
Answer: D
Explanation:
Explanation
NEW QUESTION 52
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
- A. Allows access to Knowledge Articles that are related to products owned by a customer
- B. Makes it easier for Agents to manage case volume
- C. Reduces call volume
- D. Information about customer's service contract
Answer: A,B,C
NEW QUESTION 53
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. Contact
- B. Domain
- C. VIP
- D. Holiday
Answer: A
NEW QUESTION 54
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. False
- B. True
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_RolesInstalledWithCustomerService.html
NEW QUESTION 55
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A. Change Update to Close
- B. Apply Role by Customer
- C. Auto Assessment
- D. Update Case Entitlement
Answer: C,D
NEW QUESTION 56
What do blue circles in the timeline of a case form represent?
- A. Comment
- B. State
- C. Note
- D. Activity
Answer: B
Explanation:
Explanation
NEW QUESTION 57
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Both portal question entry and Record Producer
- B. Record Producer only
- C. None of the above
- D. Entering question in portal only
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/ contextual-search/concept/c_DefineContextualSearch.html
NEW QUESTION 58
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Email
- B. Web
- C. Chat
- D. Social
Answer: A,B
Explanation:
Explanation
NEW QUESTION 59
Predictive Intelligence improves Case management by:
- A. Replacing legacy routing rules
- B. Reducing the number of records needed to accurately predict a value
- C. Predicting what values should have gone into empty fields in historical records
- D. Predicting Case values without manual intervention
Answer: D
NEW QUESTION 60
In the Customer Service Management space, what does the term asset management mean?
- A. A set of business activities and processes used to track assets
- B. Tracking products or services customers are using
- C. Financial, contractual and inventory information of assets
- D. Tables in the Asset application
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/asset- management/concept/c_AssetManagement.html
NEW QUESTION 61
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. False
- B. True
Answer: B
Explanation:
Explanation
NEW QUESTION 62
......
Sample Questions
Sample Item - Incident Management:
If a parent Incident is updated to reflect a new Assignment Group, Work Notes, and related Problem, which corresponding fields are updated on the child Incident(s)?
- Assignment Group and Work Notes
- No updates are made to child Incidents
- Work Notes
- Assignment Group, Work Notes, and related Problem
Sample Item - Problem Management:
When creating a problem record from an incident record, which element defines the field mapping between the two?
- ProblemUtils script include
- ProblemV2Util script include
- Create Problem UI action
- Problem created from system property (com.sn-problem.create_from_incident.attributes)
Sample Item - Change and Release Management:
Conflict detection in change management can identify conflicts from which of the following reasons?
- The CI is not in the maintenance window
- The change schedule is during blackout periods
- Existing scheduled changes to the CI
- The changes schedule does not give appropriate lead time
- The change scheduled is outside of business hours
Sample Item - Knowledge Management:
Each time a knowledge article is viewed, a record with the user identity and whether the articles was attached to a task, is added to which table?
- Knowledge [kb_knowledge]
- Knowledge Use [kb_use]
- Knowledge Feedback [kb_feedback]
- Knowledge Search Log [ts_query_kb]
Sample Item - Service Catalog / Request Management:
Which one of the following is proper syntax for accessing values of variables from a Record Producer script field?
- g_form.getVariable(‘variable_name')
- producer.variable_name
- g_form.getReference(‘variable_name')
- current.variable_name
Sample Item - Configuration Management Database (CMDB):
Which field on a Configuration Item (CI) may be used to route Incidents to the appropriate group to quickly resolve Incidents related to the CI?
- Managed By
- Assignment Group
- Support Group
- Change Control
How to Prepare For ServiceNow Certified CIS CSM
Preparation Guide for ServiceNow Certified CIS CSM
Introduction to ServiceNow Certified CIS CSM
ServiceNow certification gives attendees the knowledge and confidence to take full advantage of the ServiceNow platform. Throughout the training and certification programs, attendees learn to configure, customize and design with real‑world examples and a hands‑on approach.
Customers demand seamless and efficient service that is easy to access and frictionless. That's why customer service providers need to be prepared to provide connected and effective service, no matter which channel a customer uses to engage.
ServiceNow Certification exams are computer‑based, multiple‑choice exams delivered by ServiceNow testing partner Kryterion, in a proctored environment. Online proctoring is also available.
The ServiceNow Certified Implementation Specialist - Customer Service Management Exam Specification defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites to become CIS-CSM certified.
The Certified Implementation Specialist - Customer Service Management exam certifies that a successful candidate has the skills and essential knowledge to lead and contribute to the configuration, implementation, and maintenance of the ServiceNow CSM application.
ServiceNow believes in the potential of technology to reduce our employment insecurity and make people work better. They change old manual ways of working into modern digital workflows. They have an expansive portfolio of IT, HR, Customer Service, and other divisions covering the training offerings of the Now Network. If you are just getting started or ready to develop your expertise and knowledge of ServiceNow, they will teach you how to work quickly and maximize your use. Demand for specialists at ServiceNow is rising rapidly. Certification by ServiceNow gives participants the information and trust to take full advantage of the ServiceNow program. Attendees learn to configure, customize, and build with real-world examples and a hands-on approach in the training and certification programs.
SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test is beneficial for the Certified Implementation Specialist - Customer Service Management exam is available to ServiceNow customers, partners, employees, and others interested in becoming a ServiceNow Customer Service Management Certified Implementation Specialist.
ServiceNow is a software platform which supports IT Service Management (ITSM). It helps you to automate IT Business Management (ITBM). This cloud-based platform is designed based on ITIL guidelines.
ServiceNow focuses on service-orientation toward the tasks, activities, and processes. It uses machine learning to leverage data and workflows to help modern enterprise becomes faster and more scalable.
It offers the flexibility, power, and dependability to achieve the goals of the incident and problem management. Moreover, users are free to select their most comfortable support interface. It provides all the information to the technician to diagnose and repair issues while removing the dependency on spreadsheets and emails.
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Free CIS-CSM Exam Braindumps certification guide Q&A: https://drive.google.com/open?id=13jJq_1hKWXAbmPWjj9PA_Yqe8a58Osnf