Pass CIS-CSM Exam - Real Test Engine PDF with 65 Questions [Q12-Q33]

Pass CIS-CSM Exam - Real Test Engine PDF with 65 Questions

Get New CIS-CSM Certification Practice Test Questions Exam Dumps

Difficulty in Attempting ServiceNow Certified CIS CSM

Use authentic websites to prepare for CIS-CSM exam. This exam is tough given its vast syllabus. It is difficult to comprehend each and every concept but practice tests and exams are good for the preparation. Being consistent with your preparations is the key. Our preparatory guide will surely serve as a road map to ace the CIS-CSM exam. The Certified Implementation Specialist Ã¢ÂÂ 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.

The exam consists of approximately (60) questions. For each question on the examination, there are multiple possible responses. The person taking the exam reviews the response options and selects the most correct answer to the question. Exam content is divided into Learning Domains that correspond to key topics and activities typically encountered during ServiceNow implementations. In each Learning Domain, specific learning objectives have been identified and are tested in the exam.

For each multiple-choice question on the exam, there are at least four possible responses. The candidate taking the exam reviews the response options and selects the one response most accurately answers the question.

For each multiple-select question on the exam, there are at least four possible responses. The question will state how many responses should be selected. The candidate taking the exam reviews the response options and selects ALL responses that accurately answer the question. Multiple-select questions have two or more correct responses.

If a candidate fails to pass an exam, they may register to take the exam again up to three more times at a cost.

There are plenty of resources available in the market place for oracle CIS-CSM exam that will help you prepare for the exam. Always remember to refer the ones from authentic and genuine sources. Our SERVICENOW CIS-CSM dumps and SERVICENOW CIS-CSM dumps pdf have all the content to pass the certification exam will not be too much difficult if the user shows aptitude for understanding complicated processes.

NEW QUESTION 12
What is required to synchronize fields from a parent to a child case(s)?

A. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
B. No action required, this is a standard Customer Service Management feature
C. The role of sn_customerservice.customer_case_manager must be assigned
D. Major Issue Management needs to be installed and certain properties enabled

Answer: B

NEW QUESTION 13
Which of the following are true regarding the Community Portal application? (Choose two.)

A. It is only available to CSM license holders
B. It is available to any customer with a Community license
C. It is available by default with the Support and Service portals
D. Most of the configuration does not require System Administrator role

Answer: A,B

NEW QUESTION 14
Articles can provide the following: (Choose three.)

A. Provide answers and responses to common issues or questions
B. Document current and known issues
C. Share product information
D. Information about customer's service contract

Answer: A,B,C

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/topic/p_KnowledgeManagment.html

NEW QUESTION 15
What is required to enable the Follow the sun field on the Customer Service Case form?

A. The plugin 'com.snc.csm_time_recording' needs to be activated
B. Nothing, it is a standard field
C. The value property on the form must be set to true and the field added to the case form
D. The value property on the form must be set to true

Answer: D

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html

NEW QUESTION 16
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.)

A. Clone back to this instance from a valid instance
B. Disable the Case Interceptor
C. Zboot the instance
D. Remove the Demo Data via a HI Request

Answer: A,D

NEW QUESTION 17
Major Issue Management uses which one of the following capabilities?

A. Targeted Communications
B. Asset management
C. Governance Risk and Control
D. Record producers

Answer: A

Explanation:
Explanation

NEW QUESTION 18
Which of the following are channels? (Choose two.)

A. Contacts
B. Chat
C. Article
D. Web

Answer: B,D

Explanation:
Explanation

NEW QUESTION 19
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

A. True
B. False

Answer: A

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/london-customer-service-management/page/product/ customer-service-management/task/view-csm-executive-dashboard.html

NEW QUESTION 20
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :

A. True
B. False

Answer: A

NEW QUESTION 21
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. User Criteria
B. Knowledge Product Entitlements
C. ACL
D. Data Policy

Answer: A,B

NEW QUESTION 22
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. Consumer
B. Social Profile
C. Account
D. Personnel File
E. Not supported

Answer: B

NEW QUESTION 23
HOTSPOT
Match the definitions for roles relationships.
Hot Area:

Answer:

Explanation:

NEW QUESTION 24
Information about a customer's service contract is found in Knowledge.

A. True
B. False

Answer: B

NEW QUESTION 25
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

A. Live chat
B. Consumer self-registration
C. Viewing knowledge articles
D. Open an incident

Answer: B

NEW QUESTION 26
What are features of Customer Service Management? (Choose four.)

A. Service Entitlements
B. Demand Management
C. Skills-based routing
D. Service Contracts
E. Service Prospecting
F. Real-time SLAs
G. Timed Audits

Answer: A,B,C,F

NEW QUESTION 27
Match the definitions for roles relationships.
Hot Area:

Answer:

Explanation:

NEW QUESTION 28
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :

A. No
B. Yes
C. I don't know
D. Maybe

Answer: B

NEW QUESTION 29
Which of the following are best practice with regard to data imports? (Choose two.)

A. When importing to multiple instances import to each instance separately.
B. Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.
C. Images embedded in Knowledge Articles should be uploaded separately
D. Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.

Answer: A,C

NEW QUESTION 30
What should be part of the pre-engagement collateral?

A. Stock Keeping Unit (SKU) and pricing sheet
B. Scoping Guide
C. Frequently Asked Questions (FAQ)
D. Customer Service roles template

Answer: B

NEW QUESTION 31
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

A. The imported article will have the same category it had in the source knowledge base
B. SharePoint blocks this integration
C. Only applications that allow WebDAV connections can be integrated
D. Imported external articles appear as attachments in ServiceNow

Answer: A,C

Explanation:
Explanation

NEW QUESTION 32
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

A. Manage requests
B. Manage cases
C. Manage assets
D. Execute assigned tasks
E. Close work orders

Answer: B,D,E

Explanation:
Explanation
Explanation:
When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.
Reference: https://docs.servicenow.com/bundle/madrid-field-service-management/page/product/field- service-management/concept/mobile-experience-fsm.html

NEW QUESTION 33
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