CIS-CSM exam

What are some benefits that Knowledge Product Entitlement provide? (Choose three.)A . Reduces call volumeB . Makes it easier for Agents to manage case volumeC . Allows access to Knowledge Articles that are related to products owned by a customerD . Information about customer’s service contractView AnswerAnswer: A, B, C

During which Now Create stage are workshops conducted?A . ExecuteB . InitiateC . DeliverD . PlanE . CloseView AnswerAnswer: D Explanation: Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/now-create-ebook.pdf

What do blue circles in the timeline of a case form represent?A . NoteB . StateC . ActivityD . CommentView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseTimeline.html

When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?A . OrderB . ContractC . FAQD . MonitoringE . RequestF . BillingView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/administer/atf-quick-start-tests/reference/quick-start-tests-csm.html

With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?A . After 3 daysB . After 5 daysC . After 1 dayD . After 7 daysView AnswerAnswer: B

What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)A . Define the Business Pain PointsB . Provide consistent service to customersC . Have a clear understanding of the use casesD . Define the number of hours needed to develop the associated requirementsE . Implementation...

Matching rules enhance assignment capability by ____________________.A . Matching best agent by availabilityB . Providing dynamic matching of cases to groups or individualsC . Determining if account is a customer or partnerD . Matching best agent by skillView AnswerAnswer: D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html

Which of the following are correct for parent/child synchronization? (Choose two.)A . Multiple child cases can be managed from a parent case as in Major Issue ManagementB . The Administrator can choose which fields to synchronize from parent to child casesC . Parent to child cases can be synchronized regardless...

What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?A . Selecting all the groupsB . Selecting none of the groupsC . Missing configurationD . MisconfiguredView AnswerAnswer: A

Which of the following roles cannot update a consumer’s record?A . sn_customerservice_agentB . sn_customerservice_managerC . sn_customerservice.consumer_agentD . adminView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/task/create-a-consumer-record.html