Ultimate Guide to Prepare CIS-CSM Certification Exam for CIS-Customer Service Management in 2025
Use Real CIS-CSM Dumps - ServiceNow Correct Answers updated on 2025
Professionals who obtain the ServiceNow CIS-CSM certification demonstrate a deep understanding of the ServiceNow platform and its capabilities. They possess the skills and knowledge required to effectively implement customer service management solutions that meet the unique needs of their organizations. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is a valuable asset for professionals who wish to advance their careers in the IT industry.
NEW QUESTION # 44
What action is required to enable agents to create an incident record for a case?
- A. They must be assigned with the read role for incident
- B. They must be assigned with the snc_intemal role
- C. They must be assigned with the itil role
- D. They must be assigned with the sn_customerservice.itsm_contributor role
Answer: B
NEW QUESTION # 45
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
- A. Customer service portal
- B. Communities
- C. Consumer service portal
- D. Service catalog
- E. Knowledge articles
Answer: B,D,E
NEW QUESTION # 46
What should be part of the pre-engagement collateral?
- A. Frequently Asked Questions (FAQ)
- B. Stock Keeping Unit (SKU) and pricing sheet
- C. Customer Service roles template
- D. Scoping Guide
Answer: C
NEW QUESTION # 47
What is KCS (Knowledge Centered Services)?
- A. A documented methodology to provide a set of best practices for creating and maintaining knowledge Most Voted
- B. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
- C. An application that helps agents and managers to create cases from Knowledge articles
- D. A dashboard with specific visualization of the different knowledge bases and categories
Answer: A
Explanation:
https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/product/knowledge-management/concept/knowledge-centred-configuration.html#:~:text=Knowledge%2DCentered%20Service%20(KCS),KCS%20(V6)%20verified%20product.
NEW QUESTION # 48
Predictive Intelligence improves Case management by:
- A. Reducing the number of records needed to accurately predict a value
- B. Predicting what values should have gone into empty fields in historical records
- C. Predicting Case values without manual intervention
- D. Replacing legacy routing rules
Answer: C
NEW QUESTION # 49
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Entering question in portal only
- B. Record Producer only
- C. None of the above
- D. Both portal question entry and Record Producer
Answer: D
NEW QUESTION # 50
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice.consumer_agent
- B. sn_customerservice_agent
- C. admin
- D. sn_customerservice_manager
Answer: B
NEW QUESTION # 51
What are the Forum User Types? (Choose three.)
- A. Moderator
- B. Public
- C. Admin
- D. Custom
- E. Registered
Answer: A,B,E
Explanation:
Reference:
customer-communities/concept/communities-permissions.html
NEW QUESTION # 52
What types of escalation templates can be created?
Choose 2 answers
- A. Sold Product
- B. Consumer
- C. Case
- D. Account
Answer: C,D
NEW QUESTION # 53
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Create requests on behalf of customers
- B. Manage requests on behalf of customer service agents
- C. Manage cases on behalf of customer service agents
- D. Manage major incident communication on behalf of a customer service manager
- E. Create cases on behalf of customers
Answer: A,E
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/employee-create-case-for-customer.html
NEW QUESTION # 54
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
- A. Partner (sn_customerservice.partner)
- B. Customer service agent (sn_customerservice_agent) Most Voted
- C. Customer administrator (sn_customerservice.customer_admin)
- D. Customer service manager (sn_customerservice_manager) Most Voted
Answer: B,D
NEW QUESTION # 55
Which feature allows for the creation and management of product data and relationships within the CSM application?
- A. Incident Management
- B. Demand Management
- C. Product Model management
- D. Problem Management
Answer: C
NEW QUESTION # 56
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
- A. Products
- B. Capacity
- C. Availability
- D. Skills
- E. Shifts
- F. Experience
Answer: B,C,D,E
NEW QUESTION # 57
When working with case types, what is the lowest level in the case type hierarchy called?
- A. Decision-level
- B. Leaf-level
- C. Sub-level
- D. Base-level
Answer: B
NEW QUESTION # 58
_____________________ 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.
Options are :
- A. Agent manager [sn_customerservice_manager]
- B. Customer administrator [sn_customerservice.customer_admin]
- C. Partner [sn_customerservice.partner]
- D. Agent [sn_customerservice_agent]
- E. Customer case manager [sn_customerservice.customer_case_manager]
- F. Consumer Agent [sn_customerservice.consumer_agent]
Answer: F
NEW QUESTION # 59
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A. Change Update to Close
- B. Apply Role by Customer
- C. Update Case Entitlement
- D. Auto Assessment
Answer: C,D
Explanation:
Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product
/customer-service-management/reference/r_BRIWCustomerService.html
NEW QUESTION # 60
Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?
- A. Configure Service Channels (What to route)
- B. Define Work Item Queues (Where to route)
- C. Define Assignment Rules (How to assign work items)
- D. Set the Agent Experience (What agents see in their Workspace inbox)
Answer: B
NEW QUESTION # 61
When working with communication channels, what inbound email flows are available by default? (Choose two.)
- A. Create case from email
- B. Create case for product
- C. Create case for asset
- D. Update case using reply
- E. Update case from forward email
Answer: A,D
NEW QUESTION # 62
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
- A. Reduces agent workload
- B. Reduces monthly case volume
- C. Customer can access work order details and tasks created for their case
- D. Work orders can be created from a case Most Voted
Answer: C,D
NEW QUESTION # 63
What is required to synchronize fields from a parent to a child case(s)?
- A. Major Issue Management needs to be installed and certain properties enabled
- B. No action required, this is a standard Customer Service Management feature
- C. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- D. The role of sn_customerservice.customer_case_manager must be assigned
Answer: B
Explanation:
Explanation
NEW QUESTION # 64
Name a security benefit gained from using scoped applications:
- A. Limits accessibility to other applications in the Instance
- B. Prevents changes to tables without explicit permission from IT
- C. Limits the number of update sets that can be applied
- D. Prevents third party Integrations
Answer: A
NEW QUESTION # 65
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?
- A. While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
- B. The CMDB tracks all assets as configuration items (CIs)
- C. The CMDB only tracks CIs, assets cannot be CIs
- D. The contract and entitlements of an asset dictate whether or not it is stored in the CMDB
Answer: A
Explanation:
https://docs.servicenow.com/bundle/washingtondc-it-asset-management/page/product/hardware-asset-management/concept/work-with-asset-ci.html
NEW QUESTION # 66
What attribute/field is employed to construct the hierarchy of Install Base Items in a system?
- A. Root Install Base Item
- B. Configurable Attributes
- C. Parent Install Base Item
- D. Child Install Base Item
Answer: C
NEW QUESTION # 67
What is a supported external customer that, in turn, sells to and supports one or more customers?
- A. Contact
- B. Partner
- C. Consumer
- D. Account
Answer: B
NEW QUESTION # 68
Matching rules enhance assignment capability by ____________________.
- A. Providing dynamic matching of cases to groups or individuals
- B. Matching best agent by availability
- C. Determining if account is a customer or partner
- D. Matching best agent by skill
Answer: B
Explanation:
Explanation
NEW QUESTION # 69
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Understanding functional and technical aspects of ServiceNow Certified CIS CSM
The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:
- Functionality and features added or changed in the current release
- Basic and advanced operations performed by users and the system
- Basic and advanced features in baseline installation of the current release
- State model and default process flow
CIS-Customer Service Management -CIS-CSM Exam-Practice-Dumps: https://actual4test.torrentvce.com/CIS-CSM-valid-vce-collection.html