[Jan-2022] Verified CIS-CSM dumps Q&As - CIS-CSM dumps with Correct Answers [Q26-Q47]

[Jan-2022] Verified CIS-CSM dumps Q&As - CIS-CSM dumps with Correct Answers

The Best CIS-Customer Service Management Study Guide for the CIS-CSM Exam

Sample Questions

Sample Item – Incident Management:

If a parent Incident is updated to reflect a new Assignment Group, Work Notes, and related Problem, which corresponding fields are updated on the child Incident(s)?

• Work Notes
• No updates are made to child Incidents
• Assignment Group and Work Notes
• Assignment Group, Work Notes, and related Problem

Sample Item – Problem Management:

When creating a problem record from an incident record, which element defines the field mapping between the two?

• Create Problem UI action
• ProblemV2Util script include
• ProblemUtils script include
• Problem created from system property (com.sn-problem.create_from_incident.attributes)

Sample Item – Change and Release Management:

Conflict detection in change management can identify conflicts from which of the following reasons?

• The CI is not in the maintenance window
• The change schedule is during blackout periods
• The changes schedule does not give appropriate lead time
• The change scheduled is outside of business hours
• Existing scheduled changes to the CI

Sample Item – Knowledge Management:

Each time a knowledge article is viewed, a record with the user identity and whether the articles was attached to a task, is added to which table?

• Knowledge [kb_knowledge]
• Knowledge Use [kb_use]
• Knowledge Feedback [kb_feedback]
• Knowledge Search Log [ts_query_kb]

Sample Item – Service Catalog / Request Management:

Which one of the following is proper syntax for accessing values of variables from a Record Producer script field?

• g_form.getReference(‘variable_name’)
• current.variable_name
• producer.variable_name
• g_form.getVariable(‘variable_name’)

Sample Item – Configuration Management Database (CMDB):

Which field on a Configuration Item (CI) may be used to route Incidents to the appropriate group to quickly resolve Incidents related to the CI?

• Assignment Group
• Managed By
• Support Group
• Change Control

 

NEW QUESTION 26
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 27
What one of the following is optional when creating a Catalog workflow?

• A. Publishing the workflow
• B. Defining workflow activities
• C. Managing workflow versions
• D. Approving the workflow

Answer: C

 

NEW QUESTION 28
_____________________ 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. Partner [sn_customerservice.partner]
• B. Customer administrator [sn_customerservice.customer_admin]
• C. Customer case manager [sn_customerservice.customer_case_manager]
• D. Consumer Agent [sn_customerservice.consumer_agent]
• E. Agent [sn_customerservice_agent]
• F. Agent manager [sn_customerservice_manager]

Answer: D

 

NEW QUESTION 29
What are the Forum User Types? (Choose three.)

• A. Admin
• B. Registered
• C. Custom
• D. Moderator
• E. Public

Answer: B,D,E

 

NEW QUESTION 30
Information in the Case Field 'Contact' is copied to which Incident Field?

• A. Customer
• B. User
• C. Contact
• D. Caller

Answer: C

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/csm-integration-sm-incident.html

 

NEW QUESTION 31
How many active OpenFrame configurations can you have on an instance?

• A. Unlimited
• B. 0
• C. 1
• D. 2

Answer: A

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/jakarta-customer-service-management/page/product/ customer-service-management/task/t_CreateAnOpenFrameConfiguration.html

 

NEW QUESTION 32
Match the definitions for roles relationships.
Hot Area:

Answer:

Explanation:

 

NEW QUESTION 33
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)

• A. Chat
• B. Web
• C. Social
• D. Email

Answer: B,D

Explanation:
Explanation

 

NEW QUESTION 34
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

• A. None of the above
• B. Entering question in portal only
• C. Both portal question entry and Record Producer
• D. Record Producer only

Answer: D

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/ contextual-search/concept/c_DefineContextualSearch.html

 

NEW QUESTION 35
Information in the Case Field 'Contact' is copied to which Incident Field?

• A. Customer
• B. User
• C. Contact
• D. Caller

Answer: C

 

NEW QUESTION 36
Entitlements specify the level of service provided to customers.

• A. True
• B. False

Answer: A

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

 

NEW QUESTION 37
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 38
What should be emphasized when designing solutions? (Choose three.)

• A. Minimize customizations
• B. Mobile friendly functionality
• C. Focus Out-of-the-box functionality
• D. Design for Scalability

Answer: B,C,D

 

NEW QUESTION 39
What should be part of the pre-engagement collateral?

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

Answer: A

Explanation:
Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/ ds-sim.pdf (2)

 

NEW QUESTION 40
How many active OpenFrame configurations can you have on an instance?

• A. Unlimited
• B. 0
• C. 1
• D. 2

Answer: A

 

NEW QUESTION 41
If only one user reports a content for moderation, the content will be hidden.

• A. True
• B. False

Answer: B

Explanation:
Explanation

 

NEW QUESTION 42
What criteria can be used to determine when a new inbound case should be opened?

• A. When we have new marketing material for a customer
• B. When a customer has a question or issue to resolve
• C. When an internal problem occurs
• D. When a new customer is created

Answer: B

 

NEW QUESTION 43
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 44
Partner admin contacts have access to the data of both their partner accounts and customer accounts.

• A. True
• B. False

Answer: A

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

 

NEW QUESTION 45
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.

• A. Product
• B. Asset

Answer: A

 

NEW QUESTION 46
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

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/config-major-case-synchronization.html

 

NEW QUESTION 47
......

Who should take the ServiceNow Certified CIS CSM

The Certified Implementation Specialist – Customer Service Management exam is available to ServiceNow customers, partners, employees, and others interested in becoming a ServiceNow Customer Service Management Certified Implementation Specialist.

 

CIS-CSM certification guide Q&A from Training Expert DumpsActual: https://www.dumpsactual.com/CIS-CSM-actualtests-dumps.html

CIS-CSM Certification Overview Latest CIS-CSM PDF Dumps: https://drive.google.com/open?id=1vwsBLYVAa_B9RCg3YfAhC-a3UgGaVEVS