[Jan-2025] CIS-CSM Exam Dumps - Free Demo & 365 Day Updates
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To prepare for the CIS-CSM exam, candidates should have a strong understanding of ServiceNow's platform and its various applications, as well as experience working with customer service or IT service management processes. They should also be familiar with best practices for configuring and customizing the CSM application, including the use of workflows, business rules, and scripting. In addition to theoretical knowledge, candidates should have hands-on experience working with the CSM application in a live environment, as this will help them to better understand how to apply their knowledge in real-world scenarios. Overall, the CIS-CSM exam is an important certification for professionals who want to demonstrate their expertise in using ServiceNow's CSM application to improve customer service and IT service management processes.
ServiceNow CIS-CSM certification exam covers a wide range of topics, including the ServiceNow CSM application architecture, configuration, and customization. It also covers topics such as service catalog management, service level management, incident management, problem management, and knowledge management. CIS-CSM exam is designed to test the candidate's ability to implement and configure the ServiceNow CSM application based on best practices and industry standards.
NEW QUESTION # 57
What does viewing a customer's install base enable customer service agents to do? (Choose two.)
- A. Monitor alerts for operational services and configuration items that affect service health
- B. See the detailed configurations of the products and services deployed for a customer to determine me action needed
- C. Close an upsell of related products and services not yet purchased by a customer
- D. Trace information provided m a case to the right product or service to which it relates
Answer: B,D
NEW QUESTION # 58
Once a major case candidate is approved a major case is created. What then happens to the customer case?
- A. The customer case becomes the parent case of the major case
- B. The customer case will be automatically closed
- C. The customer case will automatically be related to a problem
- D. The customer case becomes a child case of the major case
Answer: A
NEW QUESTION # 59
Entitlements specify the level of service provided to customers.
- A. True
- B. False
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION # 60
Which of the following are true regarding the Community Portal application? (Choose two.)
- A. It is only available to CSM license holders
- B. It is available by default with the Support and Service portals
- C. It is available to any customer with a Community license
- D. Most of the configuration does not require System Administrator role
Answer: A,C
NEW QUESTION # 61
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?
- A. Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true
- B. Create an Access control to hide the unnecessary CIs from the itil users
- C. Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms Most Voted
- D. Make a show/hide UI action to show only the desired CIs to the itil users
Answer: C
NEW QUESTION # 62
HOTSPOT
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION # 63
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Community
- B. Open An Incident
- C. Knowledge Base
- D. Service Catalog
Answer: A,C,D
NEW QUESTION # 64
What feature does the Product Model and Catalog Items Relationship plugin enable?
- A. Agents are automatically proposed catalog items related to the chosen product on the case form
- B. It provides a contextual service catalog based on the customer's subscribed services Most Voted
- C. Consumers can track what products they have purchased via the catalog
- D. Customer service managers can track the financial cost of customer's subscribed services and the related requests
Answer: B
NEW QUESTION # 65
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Email
- B. Social
- C. Web
- D. Chat
Answer: A,C
Explanation:
Explanation
NEW QUESTION # 66
What are the recommended good practices when running implementation workshops?
Choose 3 answers
- A. Enforce customers to adapt their processes towards the baseline processes
- B. Give the customers the data they need so they can make an informed decision
- C. Guide the customer toward industry best practices
- D. Any financial implication of a decision should be handled by the delivery and sales team
- E. Engage with customers to gain deep understanding of their organization
Answer: B,C,E
NEW QUESTION # 67
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?
- A. Four
- B. Six
- C. Three
- D. Five
Answer: D
Explanation:
E-book see 223. https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/222
NEW QUESTION # 68
A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)
- A. No escalation approval flow is configured
- B. The parent account of the account to be escalated is not active
- C. The customer service agent is not assigned with the escalation requester role
- D. The account already has an open escalation record
Answer: C,D
NEW QUESTION # 69
Major Issue Management uses which one of the following capabilities?
- A. Asset management
- B. Governance Risk and Control
- C. Record producers
- D. Targeted Communications
Answer: D
NEW QUESTION # 70
Which entities combined together make up the Service-aware Install Base?
Choose 3 answers
- A. Configuration Items
- B. Ml Assets
- C. Install Base Items
- D. Installed Products
- E. Sold Products
Answer: A,B,E
NEW QUESTION # 71
Information about a customer's service contract is found in Knowledge.
- A. True
- B. False
Answer: B
NEW QUESTION # 72
What should be part of the pre-engagement collateral?
- A. Stock Keeping Unit (SKU) and pricing sheet
- B. Customer Service roles template
- C. Frequently Asked Questions (FAQ)
- D. Scoping Guide
Answer: B
Explanation:
Explanation
NEW QUESTION # 73
What one of the following is optional when creating a Catalog workflow?
- A. Defining workflow activities
- B. Managing workflow versions
- C. Publishing the workflow
- D. Approving the workflow
Answer: B
Explanation:
Explanation
NEW QUESTION # 74
Which of the following is correct regarding the social med a channel?
- A. Cases cannot be created from any of the social channels
- B. Cases are created automatically from all of the social channels
- C. Cases can be created automatically depending on which social channel is used
- D. Cases are NOT created automatically from any of the social channels
Answer: C
NEW QUESTION # 75
What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?
- A. Catalog item
- B. Request Item
- C. Record Producer
- D. Service Catalog Request
Answer: C
Explanation:
https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/service-catalog-management/concept/c_RecordProducer.html
NEW QUESTION # 76
Which of the following are correct for parent/child synchronization? (Choose two.)
- A. The property to synchronize parent to child cases is automatically enabled
- B. Parent to child cases can be synchronized regardless of which state the case is in
- C. Multiple child cases can be managed from a parent case as in Major Issue Management
- D. The Administrator can choose which fields to synchronize from parent to child cases
Answer: B,C
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/config-major-case-synchronization.html
NEW QUESTION # 77
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