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Exam Code:	CIS-CSM
Exam Name:	ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Certification Provider:	ServiceNow
Free Question Number:	111
Version:	v2024-10-14
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# of views:	264
# of Questions views:	5939
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Exam Question List: Question 1: What is the specific type of catalog item called that allows...; Question 2: Which service catalogs are available out-of-the-box in the c...; Question 3: Advanced Work Assignment assigns work to agents based on the...; Question 4: Which of the following roles have permission to create a rel...; Question 5: What benefits can be gained by integrating CSM with Field Se...; Question 6: When implementing Knowledge Product Entitlements, what is en...; Question 7: How many active OpenFrame configurations can you have on an ...; Question 8: When integrating Customer Service Management with IT Service...; Question 9: Which feature enables employees to request support for thems...; Question 10: What does Major issue Management use to identify all other c...; Question 11: Which of the following are best practice with regard to data...; Question 12: ________________ is a role for managing all of the cases in ...; Question 13: The assignment workbench uses configurable matching criteria...; Question 14: The case digests feature includes which types of case commun...; Question 15: Which application must be activated to enable customers to c...; Question 16: Contextual Search framework is used for providing Knowledge ...; Question 17: If only one user reports a content for moderation, the conte...; Question 18: In the 'Action Status' column on a case list what could a re...; Question 19: On the Customer Service Portal which personas can see work o...; Question 20: To which entities can Special Handling Notes be applied out ...; Question 21: How many outbound email accounts are supported in Customer S...; Question 22: When configuring email in Communication Channels, how many o...; Question 23: Entitlements are counted using two types of units:...; Question 24: Cost Information on cases is available as part of the Perfor...; Question 25: What allows the implementation of phases and tasks to meet p...; Question 26: How are Service Catalogs and Catalog Items related? (Choose ...; Question 27: Advanced Work Assignment (AWA) pushes work to qualified agen...; Question 28: How are ServiceNow's out-of-the-box Customer Service Managem...; Question 29: What is a supported external customer that, in turn, sells t...; Question 30: Who can create a customer service case from a community disc...; Question 31: Which step in Advanced Work Assignment (AWA) would ensure th...; Question 32: From what places in SN can an agent create a case? (Choose t...; Question 33: What are available matching criteria for case assignment in ...; Question 34: Guided decisions is a decision authoring and execution capab...; Question 35: Out-of-box, which functionality handles state transitioning ...; Question 36: What is the primary output from the Requirements Gathering w...; Question 37: The available case types are: (Choose two.)...; Question 38: Which of the following best describes how the CSM applicatio...; Question 39: What happens to a case whenever the state of one of the asso...; Question 40: When working with case types, what is the lowest level in th...; Question 41: Depending on the CSM application configurations, cases can b...; Question 42: What is the purpose of a Catalog Item variable?...; Question 43: As an agent you can report a knowledge gap, if you cannot fi...; Question 44: The ServiceNow Communities feature is only available for cus...; Question 45: Which predefined conversations are available for Customer Se...; Question 46: In Advanced Work Assignment, what does the overflow assignme...; Question 47: Which of the following is correct regarding the create conta...; Question 48: Which feature enables you to quickly identify high-priority ...; Question 49: Name a security benefit gained from using scoped application...; Question 50: Matching rules enhance assignment capability by ____________...; Question 51: Using the out-of-the-box major issue management process flow...; Question 52: What action can be performed by a Partner Admin (sn_customer...; Question 53: A consumer service agent receives and accepts a case which w...; Question 54: Agents and managers cannot create knowledge articles from Co...; Question 55: What are the three out-of-the-box playbooks for CSM? Choose ...; Question 56: Which services does a Customer (sn_customerservice.customer)...; Question 57: What module is used to create Case Record Producers?...; Question 58: Which feature allows an agent to copy reusable messages to c...; Question 59: Which of the following child case states would cause parent ...; Question 60: What role does the Engagement Manager play before the Worksh...; Question 61: Configuration items (CIs) are entities that capture the indi...; Question 62: Customer service agents can use Agent Assist to search for i...; Question 63: Special Handling Notes can apply to which one of the followi...; Question 64: Which roles are considered external? Choose 2 answers...; Question 65: External customers can view the problem, change, and request...; Question 66: What is a case?; Question 67: In Workspace Chat, agents have the ability to use quick acti...; Question 68: Asset classes are defined to allow for logical grouping of a...; Question 69: What are the characteristics of Knowledge Categories?...; Question 70: Out-of-the-box, the consumer support portal (/csp) CANNOT be...; Question 71: What are the advantages of leading indicators over lagging i...; Question 72: ACME corporation wants to use ServiceNow CSM for supporting ...; Question 73: Information about a customer's service contract is found in ...; Question 74: Out-of-the-box. cases are automatically closed after how man...; Question 75: In CSM Asset Management has a different meaning than in ITSM...; Question 76: During which Now Create stage are workshops conducted?...; Question 77: Predictive Intelligence improves triage quality by eliminati...; Question 78: What is KCS (Knowledge Centered Services)?...; Question 79: What are the three main components that make up Proactive Cu...; Question 80: Which roles are considered external? (Choose two.)...; Question 81: Which of the following roles cannot update a consumer's reco...; Question 82: Customer Service Trending Topics is a capability that enable...; Question 83: What is the purpose of the Guided Decisions capability?...; Question 84: Which of the following functions can be completed when using...; Question 85: After installing the Performance Analytics Content Pack for ...; Question 86: What are the different resource matching methods on the Matc...; Question 87: What are the Critical Success Factors that are related to CS...; Question 88: A customer service agent wants to escalate an account but is...; Question 89: When are child cases updated from the parent case?...; Question 90: Configure chat for Agent Workspace so that agents can intera...; Question 91: Match the definitions for roles relationships. (Exhibit)...; Question 92: User criteria records may be applied to which knowledge item...; Question 93: Which of the following statements is correct regarding produ...; Question 94: Which knowledge records can be configured with User Criteria...; Question 95: Depending on which CSM workspace you are operating within, c...; Question 96: In the Customer Service Management space what defines the te...; Question 97: What can a person assigned with the customer role access on ...; Question 98: What does NLU stand for?; Question 99: What does the Agent Whisper function do?...; Question 100: What is knowledge article versioning?...; Question 101: In ServiceNow's CSM Application, what is an interaction?...; Question 102: Which of the following allows you to install out-of-the-box ...; Question 103: What are benefits of me Conversation History feature? (Choos...; Question 104: An Account Relationship is based on a defined account relati...; Question 105: For security purposes certain roles cannot be assigned to a ...; Question 106: From which places in ServiceNow can a customer service agent...; Question 107: Which of the following is a condition for matching rules?...; Question 108: When are any changes to the platform considered a customizat...; Question 109: A customer service manager would like to limit the reading a...; Question 110: Which of the following are channels? (Choose two.)...; Question 111: What is a household entity?

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