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CIS-CSM Real Exam Questions

Certified Implementation Specialist - Customer Service Management

267 questions available · Page 1 of 27

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Question 1 Single choice

What is the specific type of catalog item that allows users to create any type of task, such as cases, from the Service Catalog?

  1. A

    Request Item

  2. B

    Service Catalog Request

  3. C

    Record Producer

  4. D

    Catalog Item

Show answer and explanation

Correct answer: C

Question 2 Single choice

External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

  1. A

    WebDAV-versioned

  2. B

    Web-configurable

  3. C

    WebDAV-compliant

  4. D

    Web-based

Show answer and explanation

Correct answer: C

Question 3 Multiple choice

Which of the following statements is correct with regards to partners vs.
third-parties in ServiceNow's CSM application? (Choose two.)

  1. A

    A partner will own the relationship with their customer

  2. B

    A partner and a third party are the same in ServiceNow's CSM application

  3. C

    A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering

  4. D

    A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization

  5. E

    A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver and support them on their behalf

Show answer and explanation

Correct answers: C, E

Question 4 Single choice

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

  1. A

    One

  2. B

    Two

  3. C

    Three

  4. D

    Unlimited

Show answer and explanation

Correct answer: A

Question 5 Multiple choice

Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment.

Which routing and assignment features leverage matching rules? (Choose two.)

  1. A

    State Flows

  2. B

    Assignment Workbench

  3. C

    Assignment Rules

  4. D

    CSM Workspace

Show answer and explanation

Correct answers: B, C

Question 6 Single choice

In ServiceNow's CSM Application, what is an interaction?

  1. A

    Any configuration item that has been made accessible to customers

  2. B

    A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer

  3. C

    A binding agreement between two parties

  4. D

    A request for assistance made through a chat, phone call, or walk-up

Show answer and explanation

Correct answer: D

Question 7 Multiple choice

What are the different resource matching methods on the Matching Rule form? (Choose four.)

  1. A

    Simple

  2. B

    Advanced

  3. C

    Selection Criteria

  4. D

    Skill

  5. E

    Affinity

  6. F

    Scripted

Show answer and explanation

Correct answers: A, B, C, F

Question 8 Single choice

After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

  1. A

    Customer Service Historic Data Collection

  2. B

    Customer Service Initial Data Collection

  3. C

    Customer Service Daily Data Collection

  4. D

    Customer Service Case Data Collection

Show answer and explanation

Correct answer: A

Question 9 Single choice

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?

  1. A

    Customer Service Manager (sn_customerservice_manager)

  2. B

    System administrator (admin)

  3. C

    Service organization administrator (sn_customerservice.service_organization_admin)

  4. D

    Customer admin (sn_customerservice.customer_admin)

Show answer and explanation

Correct answer: B

Question 10 Multiple choice

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

  1. A

    Community

  2. B

    Knowledge Base

  3. C

    Open An Incident

  4. D

    Service Catalog

Show answer and explanation

Correct answers: A, B, D