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ServiceNow CIS-CSM Exam Questions and Answers 2024, Customer Service Management Implementer | SPOTO

The ServiceNow CIS-CSM (Certified Implementation Specialist - Customer Service Management) Exam is designed for professionals aiming to showcase their expertise in implementing ServiceNow’s Customer Service Management (CSM) solutions. This certification validates skills in configuring and optimizing CSM processes, integrating systems, and delivering exceptional customer service experiences using ServiceNow’s platform. The CIS-CSM exam covers topics such as case management, knowledge management, service portal customization, and CSM data models. SPOTO offers comprehensive ServiceNow CIS-CSM exam questions and answers for 2024, crafted to align with the latest certification objectives. These study materials include real-world examples, expert insights, and Customer Service Management practice questions to enhance your preparation. With SPOTO’s trusted resources, you can confidently pass the CIS-CSM exam and advance your career as a ServiceNow CSM Implementer. Trust SPOTO for success!
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Question #1
A forum can be configured in the following ways:
A. Secret
B. Membership
C. Private
D. Public
View answer
Correct Answer: B, C, D
Question #2
Which methodology is used by ServiceNow to manage Customer Service Management implementation projects?
A. Agile
B. SIM
C. Now Create
D. OCM
View answer
Correct Answer: C
Question #3
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 #4
Which statement is NOT true about browser support for the ServiceNow CSM Workspaces?
A. Mobile phone browsers can also support the desktop version of the UI
B. ServiceNow workspaces are supported by the latest public release of Chrome and Firefox
C. Browser support varies for each version of the user interface
D. ServiceNow workspaces do not support Internet Explorer or Microsoft Edge
View answer
Correct Answer: A
Question #5
A single piece of work to be handled by an agent, in Advance Work Assignment is called:
A. Work order
B. Interaction
C. Work unit
D. Work record
View answer
Correct Answer: E
Question #6
Which of the following actions CANNOT be taken from the CSM workspace form ribbon?
A. It enables agents to add/remove a customer or consumer record
B. It enables agents to include a timeline and SLA details
C. It enables agents to use links to place calls or create emails
D. It can provide agents with a quick overview of the case details
View answer
Correct Answer: A
Question #7
What is the final state of a case?
A. Resolved
B. Resolution Accepted
C. Completed
D. Closed
View answer
Correct Answer: D
Question #8
Which of the following is included in an account relationship record?(Select two)
A. A source account, selected in the Account From field
B. A target account, selected in the Account To field
C. A contact, selected in the Contact Name field
D. A location, selected in the Location field
View answer
Correct Answer: A, B
Question #9
What feature in the contextual side panel of the CSM Configurable Workspace enables an agent to create a contact or consumer?
A. Conversation Autopilot
B. Interaction Wrap-up
C. Lookup and verify
D. Scheduling
View answer
Correct Answer: C
Question #10
Which AWA service channels can be used by Customer Service Management?(Select three)
A. Email
B. Walk-up
C. Chat
D. Case
View answer
Correct Answer: B, C, D

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