ServiceNow CIS-CSM Exam Questions Instant Access

Question 1

Which service catalogs are available in the base instance customer portals?

Choose 2 answers

AConsumer Service

BCustomer Service

CPartner Service

DProduct Service

Answer : A, B

Question 2

Which feature allows for the creation and management of product data and relationships within the CSM application?

AProduct Model management

BDemand Management

CProblem Management

DIncident Management

Answer : A

Question 3

Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)

ACreate Contact

BCheck Case Status

CClose Case

DGet Help with an Order

EGet Help with an Asset

Answer : B, D

https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/csm-virtual-agent-chatbot.html

Question 4

Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

AA guaranteed reduction in call volume per month

BEliminate the need for more traditional performance analytics

CAuto-generate clusters of cases that point to similar underlying issues

DCreate root cause solutions for similar cases

Answer : C

https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/156

Question 5

During which Now Create stage are workshops conducted?

AExecute

BInitiate

CDeliver

DPlan

EClose

Answer : D

Question 6

Entitlements are counted using two types of units:

ASLAs and contracts

BDays and assets

CCases and products

DHours and cases

Answer : D

Question 7

Which of the following are correct for parent/child synchronization? (Choose two.)

AMultiple child cases can be managed from a parent case as in Major Issue Management

BThe Administrator can choose which fields to synchronize from parent to child cases

CParent to child cases can be synchronized regardless of which state the case is in

DThe property to synchronize parent to child cases is automatically enabled

Answer : A, C

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

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