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Latest ServiceNow CIS-CSM Free Exam Questions | SPOTO

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Question #1
What one of the following is optional when creating a Catalog workflow?
A. Publishing the workflow
B. Defining workflow activities
C. Approving the workflow
D. Managing workflow versionscorrect
View answer
Correct Answer: D
Question #2
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can: Options are:
A. Escalate the chat to virtual agentcorrect
B. Create a record, such as an incident or a casecorrect
C. Escalate the chat to another agentcorrect
D. Respond to questionscorrect
View answer
Correct Answer: ABCD
Question #3
What are the conditions that matching rules are based on? (Choose two.)
A. Agent resources best suited to work on a case
B. Specific routing rules
C. Filters set up in advanced work assignment
D. Specific case attributes
View answer
Correct Answer: AD
Question #4
What should be part of the pre-engagement collateral?
A. Frequently Asked Questions (FAQ)
B. Scoping Guidecorrect
C. Customer Service roles template
D. Stock Keeping Unit (SKU) and pricing sheet
View answer
Correct Answer: B
Question #5
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
A. Case Escalationcorrect
B. Case State
C. Case Categorizationcorrect
D. Case Prioritizationcorrect
View answer
Correct Answer: ACD
Question #6
Entitlements specify the level of service provided to customers.
A. False
B. Truecorrect
View answer
Correct Answer: B
Question #7
Matching rules enhance assignment capability by ____________________.
A. Matching best agent by availability
B. Providing dynamic matching of cases to groups or individuals
C. Determining if account is a customer or partner
D. Matching best agent by skill
View answer
Correct Answer: D
Question #8
Which of the following is a condition for matching rules?
A. Agent domain
B. Assignmentcorrect
C. Switching
D. Specific case attributes
View answer
Correct Answer: B
Question #9
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. B2Ccorrect
B. B2B
View answer
Correct Answer: A
Question #10
What will be the state of a case after a customer rejects the solution proposed by an agent?
A. AIn Progress
B. BOpen Most Voted
C. CNew
D. DSolution Rejected
View answer
Correct Answer: B
Question #11
Agents and managers cannot create knowledge articles from Community questions.
A. True
B. False
View answer
Correct Answer: A
Question #12
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer’s Twitter profile details?
A. Account
B. Not supported
C. Consumer
D. Social Profilecorrect
E. Personnel File
View answer
Correct Answer: D
Question #13
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
A. Define the Business Pain Pointscorrect
B. Provide consistent service to customers
C. Have a clear understanding of the use casescorrect
D. Define the number of hours needed to develop the associated requirementscorrect
E. Implementation is only as good as the underlying processcorrect
View answer
Correct Answer: ACDE
Question #14
From a security perspective, scoping brings several benefits: (Choose two.)
A. Improves instance security by limiting accessibility to other applications on the instancecorrect
B. Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portalscorrect
C. IT can manage and control the pace of the CSM teams because dependencies have been put in place
D. The scope holds the records and acts as a container for the desired Customer Service Management Applicationscorrect
View answer
Correct Answer: ABD
Question #15
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
A. nowledge Article
B. ccounts
C. hat
D. ase
View answer
Correct Answer: BD
Question #16
What are the Forum User Types? (Choose three.)
A. Admincorrect
B. Registeredcorrect
C. Publiccorrect
D. Custom
E. Moderatorcorrect
View answer
Correct Answer: ABCE
Question #17
From what places in SN can an agent create a case? (Choose three.)
A. Customer Service Applicationcorrect
B. Contact
C. Accountcorrect
D. Chatcorrect
View answer
Correct Answer: ACD
Question #18
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
A. Apply Role by Customercorrect
B. Auto Assessmentcorrect
C. Change Update to Close
D. Update Case Entitlementcorrect
View answer
Correct Answer: ABD
Question #19
If only one user reports a content for moderation, the content will be hidden.
A. True
B. Falsecorrect
View answer
Correct Answer: B
Question #20
In the Customer Service Management space, what does the term asset management mean?
A. inancial, contractual and inventory information of assets
B. set of business activities and processes used to track assets
C. ables in the Asset application
D. racking products or services customers are using
View answer
Correct Answer: A
Question #21
How many outbound email accounts are supported in Customer Service Management?
A. Onecorrect
B. Unlimited
C. Two
D. One per business service
View answer
Correct Answer: A
Question #22
Special Handling Notes can apply to which one of the following based on specific attributes?
A. Domain
B. Contactcorrect
C. Holiday
D. VIP
View answer
Correct Answer: B
Question #23
What does viewing a customers install base enable customer service agents to do? (Choose two.)
A. See the detailed configurations of the products and services deployed for a customer to determine me action needed
B. Monitor alerts for operational services and configuration items that affect service health
C. Trace information provided m a case to the right product or service to which it relates
D. Close an upsell of related products and services not yet purchased by a customer
View answer
Correct Answer: AD
Question #24
An ___________ defines the type of support that a customer receives as well as the supported communication channels. Can be associated with a product, an asset, an account, or a contract.
A. Support contract
B. Entitlement
C. Service contract
D. Support form
View answer
Correct Answer: B
Question #25
Information about a customer’s service contract is found in Knowledge.
A. False
B. True
View answer
Correct Answer: A
Question #26
Installing the Customer Service Management plugin activates:
A. Only one other plugin - Field Service Management Plugin
B. No other Plugins
C. Only two other plugins - Portal and Case Management
D. Many other plugins at the same time
View answer
Correct Answer: D
Question #27
The available case types are: (Choose two.)
A. Product Supportcorrect
B. Ordercorrect
C. Productcorrect
D. Support
View answer
Correct Answer: ABC
Question #28
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
A. Manage cases on behalf of customer service agentscorrect
B. Create cases on behalf of customerscorrect
C. Manage requests on behalf of customer service agents
D. Create requests on behalf of customerscorrect
E. Manage major incident communication on behalf of a customer service manager
View answer
Correct Answer: ABD
Question #29
Which application must be activated to enable customers to check in on-line for future appointments?
A. Business Location
B. Walk-Up Experiencecorrect
C. Field Service Management
D. Service Organization
View answer
Correct Answer: B
Question #30
Which of the following is a condition for matching rules?
A. Agent domaincorrect
B. Assignmentcorrect
C. Switching
D. Specific case attributes
View answer
Correct Answer: AB

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