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ServiceNow CIS-CSM Actual Questions and Braindumps
ServiceNow is a cloud-based platform that offers a wide range of IT services management (ITSM) and customer service management (CSM) solutions. With the increasing demand for ServiceNow professionals, ServiceNow has introduced a Certification program to help individuals validate their expertise in the platform. The ServiceNow CIS-CSM Certification Exam is designed for IT professionals who want to demonstrate their expertise in implementing and configuring ServiceNow CSM.
NEW QUESTION # 41
How are Service Catalogs and Catalog Items related? (Choose two.)
- A. Service catalogs may contain multiple catalog items Most Voted
- B. A catalog item can be associated with one or more service catalogs Most Voted
- C. A catalog item can only be associated with one service catalog
- D. Access to catalog items is determined by the service catalog's assigned user criteria
Answer: A,B
NEW QUESTION # 42
Which feature provides easy-to-configure integrations between the Now Platform and third-party Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) tools or platforms?
- A. Import Sets
- B. Integration Hub
- C. Active Directory
- D. Web Services
Answer: B
NEW QUESTION # 43
Predictive Intelligence improves Case management by:
- A. Predicting Case values without manual intervention
- B. Predicting what values should have gone into empty fields in historical records
- C. Replacing legacy routing rules
- D. Reducing the number of records needed to accurately predict a value
Answer: A
NEW QUESTION # 44
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. True
- B. False
Answer: A
Explanation:
Reference:
customer-service-management/reference/r_RolesInstalledWithCustomerService.html
NEW QUESTION # 45
What is required to synchronize fields from a parent to a child case(s)?
- A. The role of sn_customerservice.customer_case_manager must be assigned
- B. No action required, this is a standard Customer Service Management feature
- C. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- D. Major Issue Management needs to be installed and certain properties enabled
Answer: B
NEW QUESTION # 46
User criteria records may be applied to which knowledge items?
- A. Knowledge Base and Category
- B. Knowledge Base
- C. Knowledge Base and Article
- D. Knowledge Base, Category and Article
Answer: C
Explanation:
https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/knowledge-management/task/t_SelectUserCriteria.html
NEW QUESTION # 47
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
NEW QUESTION # 48
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
- A. Viewing knowledge articles
- B. Open an incident
- C. Live chat
- D. Consumer self-registration
Answer: D
NEW QUESTION # 49
Which of the following are true regarding the Community Portal application? (Choose two.)
- A. It is available to any customer with a Community license
- B. Most of the configuration does not require System Administrator role
- C. It is only available to CSM license holders
- D. It is available by default with the Support and Service portals
Answer: A,C
Explanation:
- Licensed for the Customer Service Management application & licensed for HR Service Delivery, so c. is wrong, which makes a. a logical choice - "The roles required to define requirements and set up forums include sn_communities.admin or sn_communities.forum_admin." (d.) Source: - https://docs.servicenow.com/bundle
/utah-customer-service-management/page/product/customer-communities/task/activate-communities.html (licensing) - https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer- communities/reference/r_setup-communities-admin.html(
NEW QUESTION # 50
An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used?
Choose 2 answers
- A. Contact
- B. Sold product
- C. Install base Item
- D. Business Service
- E. Configuration item
Answer: B,C
NEW QUESTION # 51
What action is required to enable agents to create an incident record for a case?
- A. They must be assigned with the sn_customerservice.itsm_contributor role
- B. They must be assigned with the itil role
- C. They must be assigned with the snc_intemal role
- D. They must be assigned with the read role for incident
Answer: C
NEW QUESTION # 52
What action is required to enable agents to create an incident record for a case?
- A. They must be assigned with the sn_customerservice.itsm_contributor role
- B. They must be assigned with the read role for incident
- C. They must be assigned with the itil role
- D. They must be assigned with the snc_intemal role
Answer: C
NEW QUESTION # 53
How many outbound email accounts are supported in Customer Service Management?
- A. One
- B. Unlimited
- C. Two
- D. One per business service
Answer: A
Explanation:
Reference:
id=community_question&sys_id=8c8a948f1bc3cc50ada243f6fe4bcba4
NEW QUESTION # 54
What are the advantages of leading indicators over lagging indicators? (Choose two.)
- A. Prospective Most Voted
- B. Retrospective
- C. Hard to influence
- D. Easy to influence
Answer: A,D
NEW QUESTION # 55
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
- A. Register the sender of an email as contact
- B. Create cases using email content in Outlook for the customer contact
- C. Escalate a case on the add-m panel of Outlook
- D. As the Microsoft Outlook user, register yourself as self-contributor
Answer: C,D
NEW QUESTION # 56
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