Updated ServiceNow CIS-CSM Exam Dumps (V14.02) – Complete Your ServiceNow CIS Customer Service Management (CSM) Exam Successfully

1. Agents and managers cannot create knowledge articles from Community questions.

2. Information about a customer’s service contract is found in Knowledge.

3. From what places in SN can an agent create a case? (Choose three.)

4. What are the conditions that matching rules are based on? (Choose two.)

5. Matching rules enhance assignment capability by ____________________.

6. Special Handling Notes can apply to which one of the following based on specific attributes?

7. Predictive Intelligence improves Case management by:

8. Which of the following is a condition for matching rules?

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

10. Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

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

12. What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

13. What should be emphasized when designing solutions? (Choose three.)

14. What role does the Engagement Manager play before the Workshop? (Choose two.)

15. What should be part of the pre-engagement collateral?

16. Articles can provide the following: (Choose three.)

17. Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

18. Which of the following are true regarding integrating a ServiceNow Knowledge base with external

content? (Choose two.)

19. 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.)

20. What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

21. What are the characteristics of Knowledge Categories?

22. Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

23. What is the purpose of a Catalog Item variable?

24. What one of the following is optional when creating a Catalog workflow?

25. What module is used to create Case Record Producers?

26. Which one is NOT a dependency for the Customer Service Plugin?

27. 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?

28. Which social media channels are NOT available out-of-box?

29. What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?

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

31. What are features of Customer Service Management? (Choose four.)

32. What are the Forum User Types? (Choose three.)

33. Which of the following are true regarding the Community Portal application? (Choose two.)

34. If only one user reports a content for moderation, the content will be hidden.

35. The available case types are: (Choose two.)

36. What is required to enable the Follow the sun field on the Customer Service Case form?

37. In the Customer Service Management space, what does the term asset management mean?

38. Which of the following roles cannot update a consumer’s record?

39. Major Issue Management uses which one of the following capabilities?

40. What is required to synchronize fields from a parent to a child case(s)?

41. HOTSPOT

Match the definitions for roles relationships.

42. Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

43. Information in the Case Field ‘Contact’ is copied to which Incident Field?

44. How many active OpenFrame configurations can you have on an instance?

45. What are common types of application record data that are imported during a CSM data migration? (Choose two.)

46. Which are the key self-service functions of the Customer Support Portal? (Choose three.)

47. Which of the following are channels? (Choose two.)

48. Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

49. The Customer Support Portal default configuration provides the following channels to interact with customers? (Choose two.)

50. HOTSPOT

Match the business rule to its function in the Self-Service Portal.

51. The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

52. Read the use case below to determine if the customer service relationship is B2B or B2C.

Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary’s house.

53. If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)

54. What criteria can be used to determine when a new inbound case should be opened?

55. From a service provider’s perspective, is the following a product or an asset?

A cable modem model that the service provider sells.

56. Partner admin contacts have access to the data of both their partner accounts and customer accounts.

57. Which of the following are best practice with regard to data imports? (Choose two.)

58. Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

59. Configure chat for Agent Workspace so that agents can interact with their customers.

From a chat, agents can:

60. _____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.

61. Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.

62. Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?

63. True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.

64. ________________ is a role for managing all of the cases in an account and any related child

accounts.

65. Entitlements specify the level of service provided to customers.

66. What is the purpose of the Guided Decisions capability?

67. Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

68. During which Now Create stage are workshops conducted?

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

70. What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

71. What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?

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

73. What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?

74. What does the Agent Whisper function do?

75. Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)

76. Who can create a customer service case from a community discussion? (Choose two.)

77. Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

78. With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?

79. The self-registration feature enables new customer contacts to submit registration requests from the customer portal.

Which role is responsible for creating the unique registration code for each account?

80. What action is required to enable agents to create an incident record for a case?

81. In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)

82. Which of the following are correct for parent/child synchronization? (Choose two.)

83. 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?

84. Once a major case candidate is approved a major case is created.

What then happens to the customer case?

85. What are the types of units used to measure entitlements? (Choose two.)

86. Which of the following roles can update a consumer's record? (Choose two.)

87. Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?

88. Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer.

Which of the following statements is correct for CIs and assets?

89. Regarding Account Teams, what is the purpose of marking a role as 'unique'?

90. Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules.

Which out-of-the-box configurable criteria can be used? (Choose three.)