ServiceNow CIS-CSM Exam Questions Instant Access

Question 1

If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance

to be used as part of the release path to production? (Choose two.)

AZboot the instance

BDisable the Case Interceptor

CRemove the Demo Data via a HI Request

DClone back to this instance from a valid instance

Answer : C, D

https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/use-consumer-service-portal.html

Question 2

How many outbound email accounts are supported in Customer Service Management?

AOne

BUnlimited

CTwo

DOne per business service

Answer : A

id=community_question&sys_id=8c8a948f1bc3cc50ada243f6fe4bcba4

Question 3

_____________________ 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 :

APartner [sn_customerservice.partner]

BAgent [sn_customerservice_agent]

CConsumer Agent [sn_customerservice.consumer_agent]

DAgent manager [sn_customerservice_manager]

ECustomer case manager [sn_customerservice.customer_case_manager]

FCustomer administrator [sn_customerservice.customer_admin]

Answer : C

Question 4

What allows the implementation of phases and tasks to meet performance goals track progress and measure success?

APerformance Analytics Spotlight

BScheduled Reporting

CService Level Agreement Tasks

DContinual Improvement Management

Answer : D

Question 5

What are the characteristics of Knowledge Categories?

AShareable across KBs: Yes ; Multi-Level: No

BShareable across KBs: No ; Multi-Level: Yes

CShareable across KBs: No ; Multi-Level: No

DShareable across KBs: Yes ; Multi-Level: Yes

Answer : B

Question 6

What are the advantages of leading indicators over lagging indicators? (Choose two.)

AHard to influence

BProspective Most Voted

CRetrospective

DEasy to influence

Answer : B, D

Question 7

Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

AEscalate a case on the add-m panel of Outlook

BRegister the sender of an email as contact

CAs the Microsoft Outlook user, register yourself as self-contributor

DCreate cases using email content in Outlook for the customer contact

Answer : B, D

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