ServiceNow CIS-CSM Exam Questions Instant Access

Question 1

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

AContacts

BWeb

CChat

DArticle

Answer : B, C

customer-service-management/concept/configure-csm-omni-channel.html

Question 2

What are the conditions that matching rules are based on? (Choose two.)

AAgent resources best suited to work on a case

BSpecific routing rules

CFilters set up in advanced work assignment

DSpecific case attributes

Answer : A, D

customer-service-management/concept/c_CaseRouting.html

Question 3

Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

AContextual Search

BAgent Assist

CDynamic Related Records

DRecord Information

Answer : C

Question 4

After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

ACustomer Service Historic Data Collection

BCustomer Service Initial Data Collection

CCustomer Service Daily Data Collection

DCustomer Service Case Data Collection

Answer : A

Question 5

Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades How many sequential project phases and exit gates are there in the Now Create Methodology?

AFour

BThree

CSix

DFive

Answer : D

E-book see 223. https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/222

Question 6

What is a case?

AAn individual record that handles and routes issues for internal users

BAn Individual record that Is used to identity and create automation opportunities

CAn individual record that is used to identify and resolve a question or issue for an external customer

DAn individual record that handles and resolves incidents tor external customers

Answer : C

https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/csm-cases-case-tasks-overview.html#:~:text=Customer%20service%20cases%20store%20information,work%20necessary%20to%20resolve%20cases.

Question 7

Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?

Choose 2 answers

AStore APPs

BXML unloads

CUpdate Sets

DPlugins

Answer : A, D

Store Apps: The exclusive source for Now Certified enterprise workflow apps from partners that complement and extend ServiceNow.

- Plugins: Plugins are software components that provide specific features and functionalities within a ServiceNow instance.

https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/plugins/concept/c_ServiceNowPlugins.html

https://store.servicenow.com/sn_appstore_store.do#!/store/aboutus

ServiceNow Certified Implementation Specialist - Customer Service Management CIS-CSM Exam Questions