2021 Valid CIS-CSM test answers & ServiceNow Exam PDF [Q15-Q36]

2021 Valid CIS-CSM  test answers & ServiceNow Exam PDF

Free ServiceNow CIS-CSM Exam Questions & Answer from Training Expert RealExamFree

How much does ServiceNow Certified CIS CSM costs

• Passing Score: 60% or higher
• Examination Name: ServiceNow Certified CIS CSM
• Types of questions: Performance Based Questions
• Length of Exam: 85 min
• No of Questions: 85 Questions
• Examination Fees: $400 USD

Understanding functional and technical aspects of ServiceNow Certified CIS CSM

The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:

• Implementation approaches to meet requirements that preserve upgradability, scalability, and maintainability
• Implementation solutions that work in conjunction with baseline application functionality

ServiceNow CIS-CSM Exam Syllabus Topics:

Topic	Details
Topic 1	Customer Service Management System Setup and Configuration Customer Service Management Integration
Topic 2	Integration with 3rd Party Systems Integration Capabilities Knowledge Management
Topic 3	CSM in ServiceNow Service Catalog CSM Portal CSM Setup
Topic 5	CSM Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics
Topic 6	Overview of CSM Application Engagement Methodology and Project Planning
Topic 7	Migration of Historical Case Records Working with Clients
Topic 8	Communities and Performance Analytics Team Responsibilities Project Phases

 

NEW QUESTION 15
How many active OpenFrame configurations can you have on an instance?

• A. 0
• B. Unlimited
• C. 1
• D. 2

Answer: B

 

NEW QUESTION 16
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

• A. Imported external articles appear as attachments in ServiceNow
• B. The imported article will have the same category it had in the source knowledge base
• C. SharePoint blocks this integration
• D. Only applications that allow WebDAV connections can be integrated

Answer: B,D

 

NEW QUESTION 17
Information in the Case Field 'Contact' is copied to which Incident Field?

• A. Customer
• B. User
• C. Contact
• D. Caller

Answer: C

 

NEW QUESTION 18
The available case types are: (Choose two.)

• A. Support
• B. Order
• C. Product
• D. Product Support

Answer: A,B

 

NEW QUESTION 19
What are features of Customer Service Management? (Choose four.)

• A. Demand Management
• B. Service Entitlements
• C. Timed Audits
• D. Service Prospecting
• E. Skills-based routing
• F. Service Contracts
• G. Real-time SLAs

Answer: A,B,E,G

 

NEW QUESTION 20
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

Explanation:
Explanation

 

NEW QUESTION 21
How many outbound email accounts are supported in Customer Service Management?

• A. Two
• B. One
• C. One per business service
• D. Unlimited

Answer: B

 

NEW QUESTION 22
What are the characteristics of Knowledge Categories?

• A. Shareable across KBs: Yes ; Multi-Level: No
• B. Shareable across KBs: Yes ; Multi-Level: Yes
• C. Shareable across KBs: No ; Multi-Level: No
• D. Shareable across KBs: No ; Multi-Level: Yes

Answer: D

 

NEW QUESTION 23
What are common types of application record data that are imported during a CSM data migration? (Choose two.)

• A. Case
• B. Knowledge Article
• C. Chat
• D. Accounts

Answer: A,D

 

NEW QUESTION 24
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

• A. Entering question in portal only
• B. None of the above
• C. Both portal question entry and Record Producer
• D. Record Producer only

Answer: D

Explanation:
Explanation

 

NEW QUESTION 25
What should be part of the pre-engagement collateral?

• A. Customer Service roles template
• B. Frequently Asked Questions (FAQ)
• C. Scoping Guide
• D. Stock Keeping Unit (SKU) and pricing sheet

Answer: A

Explanation:
Explanation

 

NEW QUESTION 26
Matching rules enhance assignment capability by ____________________.

• A. Providing dynamic matching of cases to groups or individuals
• B. Determining if account is a customer or partner
• C. Matching best agent by skill
• D. Matching best agent by availability

Answer: D

Explanation:
Explanation

 

NEW QUESTION 27
What is the purpose of a Catalog Item variable?

• A. Provides hint to the user on the field
• B. Allows the customer or consumer to qualify their answer
• C. Allows the customer to ask a question
• D. Opens a chat session with customer support

Answer: B

Explanation:
Explanation

 

NEW QUESTION 28
Which of the following are channels? (Choose two.)

• A. Contacts
• B. Article
• C. Web
• D. Chat

Answer: C,D

 

NEW QUESTION 29
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

• A. False
• B. True

Answer: B

 

NEW QUESTION 30
Articles can provide the following: (Choose three.)

• A. Share product information
• B. Provide answers and responses to common issues or questions
• C. Document current and known issues
• D. Information about customer's service contract

Answer: A,B,C

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/topic/p_KnowledgeManagment.html

 

NEW QUESTION 31
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)

• A. Web
• B. Chat
• C. Social
• D. Email

Answer: A,D

Explanation:
Explanation

 

NEW QUESTION 32
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

• A. Manage cases
• B. Manage requests
• C. Execute assigned tasks
• D. Close work orders
• E. Manage assets

Answer: A,C,D

Explanation:
Explanation
Explanation:
When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.
Reference: https://docs.servicenow.com/bundle/madrid-field-service-management/page/product/field- service-management/concept/mobile-experience-fsm.html

 

NEW QUESTION 33
How many active OpenFrame configurations can you have on an instance?

• A. 0
• B. Unlimited
• C. 1
• D. 2

Answer: B

Explanation:
Explanation

 

NEW QUESTION 34
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

Explanation:
Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/ playbook/self-service-improvement.pdf

 

NEW QUESTION 35
Which of the following roles cannot update a consumer's record?

• A. admin
• B. sn_customerservice.consumer_agent
• C. sn_customerservice_agent
• D. sn_customerservice_manager

Answer: C

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/create-a-consumer-record.html

 

NEW QUESTION 36
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