Pass ServiceNow ServiceNow Certified Implementation Specialist - Customer Service Management Exam Exam in First Attempt Guaranteed Updated Dump from BootcampPDF!
Pass CIS-CSM Exam with 261 Questions - Verified By BootcampPDF
NEW QUESTION # 17
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
- A. Service Analytics
- B. CSM Prediction Results
- C. In-form Analytics Most Voted
- D. Case Spotlight
Answer: C
NEW QUESTION # 18
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
NEW QUESTION # 19
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Chat
- B. Email
- C. Social
- D. Web
Answer: A,B
NEW QUESTION # 20
In the Customer Service Management space, what does the term asset management mean?
- A. Tracking products or services customers are using
- B. A set of business activities and processes used to track assets
- C. Tables in the Asset application
- D. Financial, contractual and inventory information of assets
Answer: D
NEW QUESTION # 21
What are the conditions that matching rules are based on? (Choose two.)
- A. Specific case attributes
- B. Agent resources best suited to work on a case
- C. Specific routing rules
- D. Filters set up in advanced work assignment
Answer: A,B
NEW QUESTION # 22
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Create requests on behalf of customers
- B. Manage requests on behalf of customer service agents
- C. Manage major incident communication on behalf of a customer service manager
- D. Create cases on behalf of customers
- E. Manage cases on behalf of customer service agents
Answer: A,D
Explanation:
Explanation
NEW QUESTION # 23
What is the benefit of a phased release approach?
- A. Working across multiple systems of record
- B. Delivery of core functionality quickly
- C. More time to develop stories
- D. Team members schedules are able to synchronize
Answer: B
NEW QUESTION # 24
Which of the following best describes how the CSM application uses the Asset table?
- A. CSM uses the Product Model table instead of the ITSM Asset table
- B. CSM uses the Product table instead of the ITSM Asset table
- C. ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields
- D. Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM
Answer: C
NEW QUESTION # 25
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
- A. The role then becomes a parent responsibility
- B. Ensure there is a dedicated account manager for that account
- C. The role then becomes a child responsibility
- D. Prevent the same role being used on different customer accounts
Answer: C
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/t_CreateAResponsibilityDefinition.html
NEW QUESTION # 26
Information about a customer's service contract is found in Knowledge.
- A. True
- B. False
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION # 27
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. Domain
- B. Holiday
- C. Contact
- D. VIP
Answer: B
NEW QUESTION # 28
What will be the state of a case after a customer rejects the solution proposed by an agent?
- A. New
- B. Open Most Voted
- C. Solution Rejected
- D. In Progress
Answer: B
NEW QUESTION # 29
Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)
- A. admin
- B. sn_customerservice.partner_admin
- C. sn_customerservice.customer_admm
- D. sn_customerservice_agent
- E. sn_customerservice_manager
Answer: A,E
NEW QUESTION # 30
What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?
- A. External (snc_external)
- B. Proxy Contact (sn_customservice.proxy_contact)
- C. Customer (sn_suctomservice.customer)
- D. Consumer (sn_customservice.consumer)
Answer: B
NEW QUESTION # 31
When are any changes to the platform considered a customization?
- A. When they require an implementation spread across all project phases
- B. If they are NOT applied through the usage of built-in tools on the Now Platform
- C. When they are solely implemented for a custom application
- D. When there are business demands for custom functionality that is not offered out-of-the-box
Answer: D
NEW QUESTION # 32
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary's house.
- A. B2C
- B. B2B
Answer: A
NEW QUESTION # 33
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
- A. Product Model
- B. Service Contract
- C. Contact
- D. Install Base Item
- E. Account
Answer: A,C,E
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/c_OnScreenAlerts.html
NEW QUESTION # 34
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