Provide Valid CIS-CSM Dumps To Help You Prepare For ServiceNow Certified Implementation Specialist - Customer Service Management Exam Exam Dec 29, 2024
ServiceNow CIS-CSM Dumps Questions [2024] Pass for CIS-CSM Exam
NEW QUESTION # 62
If only one user reports a content for moderation, the content will be hidden.
- A. True
- B. False
Answer: B
Explanation:
Reference:
customer-communities/task/approve-reject-content.html
NEW QUESTION # 63
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
- A. Customer Service Initial Data Collection
- B. Customer Service Case Data Collection
- C. Customer Service Daily Data Collection
- D. Customer Service Historic Data Collection
Answer: D
NEW QUESTION # 64
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice.consumer_agent
- B. admin
- C. sn_customerservice_manager
- D. sn_customerservice_agent
Answer: D
Explanation:
Reference:
customer-service-management/task/create-a-consumer-record.html
NEW QUESTION # 65
What are the conditions that matching rules are based on? (Choose two.)
- A. Filters set up in advanced work assignment
- B. Agent resources best suited to work on a case
- C. Specific case attributes
- D. Specific routing rules
Answer: B,C
Explanation:
Reference:
customer-service-management/concept/c_CaseRouting.html
NEW QUESTION # 66
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. True
- B. False
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/london-customer-service-management/page/product/ customer-service-management/task/view-csm-executive-dashboard.html
NEW QUESTION # 67
Which ServiceNow products can be integrated out-of-the-box with CSM?
Choose 3 answers
- A. ITOM Event Management
- B. Strategic Portfolio Management
- C. Financial Management
- D. DevOps
- E. Risk Wana9emenI
Answer: A,B,C
Explanation:
https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/integrate-csm-other-applics.html
NEW QUESTION # 68
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A. Case State
- B. Case Categorization
- C. Case Prioritization
- D. Case Escalation
Answer: B,C
Explanation:
Explanation
NEW QUESTION # 69
What action is required to enable agents to create an incident record for a case?
- A. They must be assigned with the read role for incident
- B. They must be assigned with the sn_customerservice.itsm_contributor role
- C. They must be assigned with the snc_intemal role
- D. They must be assigned with the itil role
Answer: C
NEW QUESTION # 70
Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?
- A. Define Assignment Rules (How to assign work items)
- B. Configure Service Channels (What to route)
- C. Set the Agent Experience (What agents see in their Workspace inbox)
- D. Define Work Item Queues (Where to route)
Answer: A
NEW QUESTION # 71
Information about a customer's service contract is found in Knowledge.
- A. True
- B. False
Answer: B
NEW QUESTION # 72
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Caller
- B. Contact
- C. Customer
- D. User
Answer: B
Explanation:
Explanation
NEW QUESTION # 73
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A. Case State
- B. Case Categorization
- C. Case Prioritization
- D. Case Escalation
Answer: B,C
NEW QUESTION # 74
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
- A. Knowledge articles
- B. Communities
- C. Consumer service portal
- D. Customer service portal
- E. Service catalog
Answer: A,B,E
NEW QUESTION # 75
The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?
- A. It would guarantee less wait time for customers who chose to call the customer service center
- B. It is easier to report on data in emails which means managers would be better placed to track performance
- C. As email is being used fewer agents would be required to create cases so service costs would go down
- D. It can lead to taster resolution of customer issues and faster response to customer inquiries Most Voted
Answer: D
NEW QUESTION # 76
What one of the following is optional when creating a Catalog workflow?
- A. Managing workflow versions
- B. Publishing the workflow
- C. Defining workflow activities
- D. Approving the workflow
Answer: A
NEW QUESTION # 77
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ServiceNow CIS-CSM exam is designed for implementation specialists who are responsible for setting up the ServiceNow Customer Service Management (CSM) application. CIS-CSM exam assesses a new specialist’s knowledge on the key concepts and best practices that are used in ServiceNow CSM implementation, including the setup, administration, and configuration of CSM features. Those who pass the ServiceNow CIS-CSM exam are considered to have demonstrated their ability to efficiently and effectively implement ServiceNow’s customer service management application.
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