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Exam Code:	CIS-CSM
Exam Name:	ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Certification Provider:	ServiceNow
Free Question Number:	109
Version:	v2024-11-20
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# of views:	420
# of Questions views:	10966
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Exam Question List: Question 1: In Advanced Work Assignment, what does the overflow assignme...; Question 2: Which of the following allows you to install out-of-the-box ...; Question 3: Which capabilities does the integration with Microsoft Outlo...; Question 4: How are Service Catalogs and Catalog Items related? (Choose ...; Question 5: Which application must be activated to enable customers to c...; Question 6: Major Issue Management uses which one of the following capab...; Question 7: New case tasks use the following prefix:...; Question 8: A contact can submit a self-registration request from the cu...; Question 9: How can multiple service catalogs be made available on the C...; Question 10: Which solution must be implemented to let a breakdown dashbo...; Question 11: What benefits does scoping an application bring? (Choose thr...; Question 12: Asset classes are defined to allow for logical grouping of a...; Question 13: What should be emphasized when designing solutions? (Choose ...; Question 14: Which of the following child case states would cause parent ...; Question 15: Which role must B2B and B2C customers obtain, at a MINIMUM, ...; Question 16: Customer service personnel who are allocated the customer se...; Question 17: What is a limitation regarding synchronization between a cas...; Question 18: Which roles are responsible for maintaining account team mem...; Question 19: Special handling notes property: Width of the Special Handli...; Question 20: Which of the following roles can update a consumer's record?...; Question 21: Is the Customer Service Social Integration plugin (com.sn_cs...; Question 22: Guided decisions is a decision authoring and execution capab...; Question 23: By default what can customers with the customer (sn_customer...; Question 24: Which of the following are best practice with regard to data...; Question 25: Read the use case below to determine if the customer service...; Question 26: Which of the following is correct regarding the create conta...; Question 27: Based on which out-of-box attributes can Special Handling No...; Question 28: The Customer Support Portal default configuration provides t...; Question 29: What is the equivalent of NOT selecting any group, when conf...; Question 30: Which feature enables you to quickly identify high-priority ...; Question 31: Which of the following is correct regarding the social med a...; Question 32: Viewing a customer's install base in the CSM Workspaces enab...; Question 33: What can a person assigned with the customer role access on ...; Question 34: On the Customer Service Portal which personas can see work o...; Question 35: What action is required to enable agents to create an incide...; Question 36: Which of the following are benefits of customer access manag...; Question 37: What are the conditions that matching rules are based on? (C...; Question 38: What does Major issue Management use to identify all other c...; Question 39: Which of the following are benefits that may be gained from ...; Question 40: Which social media channels are NOT available out-of-box?...; Question 41: Which one is NOT a dependency for the Customer Service Plugi...; Question 42: Which of the following are true regarding integrating a Serv...; Question 43: A consumer service agent receives and accepts a case which w...; Question 44: Which of the following is a condition for matching rules?...; Question 45: From which one of the following can an agent create a CSM Ca...; Question 46: Which of the following features are specific to CSM Workspac...; Question 47: What is the most efficient way to get cases to be dosed auto...; Question 48: Installing the Customer Service Management plugin activates:...; Question 49: Which of the following are correct for parent/child synchron...; Question 50: Entitlements are counted using two types of units:...; Question 51: A customer service agent wants to escalate an account but is...; Question 52: What functionality is required to automatically close resolv...; Question 53: Information in the Case Field 'Contact' is copied to which I...; Question 54: What are the three main components that make up Proactive Cu...; Question 55: To which entities can Special Handling Notes be applied out ...; Question 56: The self-registration feature enables new customer contacts ...; Question 57: The ServiceNow add-in for Microsoft Outlook enables you to m...; Question 58: What is required to synchronize fields from a parent to a ch...; Question 59: Once a major case candidate is approved a major case is crea...; Question 60: Match the definitions for roles relationships. Hot Area: (Ex...; Question 61: Agents and managers cannot create knowledge articles from Co...; Question 62: Service-aware Install Base consists of which entities? (Choo...; Question 63: Which entity represents specific versions of products being ...; Question 64: Articles can provide the following: (Choose three.)...; Question 65: Out-of-box, which functionality handles state transitioning ...; Question 66: What are features of Customer Service Management? (Choose fo...; Question 67: Which step in Advanced Work Assignment (AWA) would ensure th...; Question 68: Configuration items (CIs) are entities that capture the indi...; Question 69: Which of the following roles cannot update a consumer's reco...; Question 70: Who can create a customer service case from a community disc...; Question 71: When creating or importing assets for CSM, model categories ...; Question 72: Which of the following is correct regarding the create conta...; Question 73: What is KCS (Knowledge Centered Services)?...; Question 74: Which feature allows an agent to copy reusable messages to c...; Question 75: Entitlements specify the level of service provided to custom...; Question 76: The ServiceNow Communities feature is only available for cus...; Question 77: What benefits can be gained by integrating CSM with Field Se...; Question 78: What is the default value in the Channel field when a new ca...; Question 79: What criteria can be used to determine when a new inbound ca...; Question 80: What is normally done when a Root Cause and a Workaround are...; Question 81: What are the types of matching criteria for Customer Service...; Question 82: Predictive Intelligence improves triage quality by eliminati...; Question 83: How many outbound email accounts are supported in Customer S...; Question 84: What does viewing a customer's install base enable customer ...; Question 85: What one of the following is optional when creating a Catalo...; Question 86: What is the purpose of a Catalog Item variable?...; Question 87: When working with communication channels, what inbound email...; Question 88: Partner admin (sn_customerservice.partner_admin) contacts ha...; Question 89: During which Now Create stage are workshops conducted?...; Question 90: What are Special Handling Notes used for?...; Question 91: Customer Service Trending Topics is a capability that enable...; Question 92: Customer Service Management Administrators can delegate Cont...; Question 93: What is a case?; Question 94: From what places in SN can an agent create a case? (Choose t...; Question 95: What is a household entity?; Question 96: An account is a supported external customer and a contact is...; Question 97: Which of the following statements is correct regarding produ...; Question 98: Contextual Search framework is used for providing Knowledge ...; Question 99: What is required to enable the Follow the sun field on the C...; Question 100: Access to a Knowledge base or Article can be restricted base...; Question 101: What is the specific type of catalog item called that allows...; Question 102: The CSM application has a feature that can be used to filter...; Question 103: Which roles are considered external? Choose 2 answers...; Question 104: Which feature provides easy-to-configure integrations betwee...; Question 105: As an agent you can report a knowledge gap, if you cannot fi...; Question 106: What are the recommended good practices when running impleme...; Question 107: Which roles can specify both skills and mandatory skills for...; Question 108: The available case types are: (Choose two.)...; Question 109: When integrating Customer Service Management with IT Service...

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