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CIS-CSM High Quality | CIS-CSM Exam Lab Questions

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ServiceNow CIS-CSM exam covers a wide range of topics related to customer service management, including service catalog management, incident management, problem management, change management, knowledge management, and service level management. You will be tested on your ability to configure and customize these elements within the ServiceNow platform, as well as your knowledge of best practices and industry standards for customer service management. CIS-CSM Exam consists of 60 multiple-choice questions, and you will have 90 minutes to complete it.

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q129-Q134):

NEW QUESTION # 129
What is required to synchronize fields from a parent to a child case(s)?

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

Answer: C

Explanation:
Reference:
customer-service-management/task/config-major-case-synchronization.html

NEW QUESTION # 130
What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?

A. Consumer (sn_customservice.consumer)
B. Customer (sn_suctomservice.customer)
C. External (snc_external)
D. Proxy Contact (sn_customservice.proxy_contact)

Answer: D

NEW QUESTION # 131
Which of the following statements is correct regarding product models in CSM?

A. Product models can contain both physical items and digital (logical) items in the same mode
B. Product models can only contain physical items
C. Product models can contain either physical items or digital (logical) items but not both in the same model
D. Products models can only contain digital (logical) items

Answer: A

NEW QUESTION # 132
Major Issue Management uses which one of the following capabilities?

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

Answer: A

Explanation:
Explanation

NEW QUESTION # 133
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

A. Knowledge and skills required for agents
B. Languages spoken by agents
C. Number of agents required
D. Number and type of support tools available
E. Number of customer service portals used
F. Geographical location of customer

Answer: A,B,C,D

NEW QUESTION # 134
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