ServiceNow CIS-CSM Exam Questions Instant Access

Question 1

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

AWhen a new customer is created

BWhen an internal problem occurs

CWhen a customer has a question or issue to resolve

DWhen we have new marketing material for a customer

Answer : C

Question 2

Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)

AState Flows

BAssignment Workbench

CAssignment Rules

DCSM Workspace

Answer : B, C

Question 3

In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

ARoutes the chat towards another group

BUses response templates to Insert as text in a conversation

CRolls up the current chat history towards an existing case

DRejects an incoming chat and moves it automatically to the general queue

Answer : B

Question 4

During which Now Create stage are workshops conducted?

AExecute

BInitiate

CDeliver

DPlan

EClose

Answer : D

Question 5

Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?

AClose Cases in Resolved state

BAuto Close Resolved Cases Most Voted

CResolved to Close State

DMove Resolved Cases to Closed

Answer : B

Question 6

What action is required to enable agents to create an incident record for a case?

AThey must be assigned with the read role for incident

BThey must be assigned with the itil role

CThey must be assigned with the snc_intemal role

DThey must be assigned with the sn_customerservice.itsm_contributor role

Answer : B

Question 7

What should be emphasized when designing solutions? (Choose three.)

AMinimize customizations

BFocus Out-of-the-box functionality

CDesign for Scalability

DMobile friendly functionality

Answer : B, C, D

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