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CIS-CSM: Certified Implementation Specialist - Customer Service Management

ServiceNow Certified Implementation Specialist - Customer Service Management Exam

Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Brand: Pass4Success
SKU: Certified Implementation Specialist - Customer Service Management
Price: 69.00 USD
Availability: InStock
Rating: 4.7 (115 reviews)

Certification Provider: ServiceNow

Exam Name: Certified Implementation Specialist - Customer Service Management

Number of questions in our database: 229

Exam Version: Apr. 15, 2024

Exam Official Topics:

Topic 1: Migration of Historical Case Records/ Working with Clients
Topic 2: Communities and Performance Analytics/ Team Responsibilities/ Project Phases
Topic 3: CSM Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics
Topic 4: Integration with 3rd Party Systems/ Integration Capabilities/ Knowledge Management
Topic 5: Customer Service Management System Setup and Configuration/ Customer Service Management Integration
Topic 6: Overview of CSM Application/ Engagement Methodology and Project Planning/ CSM in ServiceNow/ Service Catalog/ CSM Portal/ CSM Setup

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Free ServiceNow Certified Implementation Specialist - Customer Service Management Exam Actual Questions

The questions for Certified Implementation Specialist - Customer Service Management were last updated On Apr. 15, 2024

Question #1

Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?

ACustomer case manager (sn_customerservice.customer_case_manager)

BCustomer account manager (sn_customerservice.customer_account_manager)

CCustomer admin (sn_customerservice.customer_admln) Most Voted

DCustomer (sn_customerservice.customer)

Reveal Solution Hide Solution

Correct Answer: C

Question #2

Partner admin (sn_customerservice.partner_admin) contacts have access to:

ATheir customer account

BTheir partner accounts

CBoth

DNeither

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Correct Answer: C

Question #3

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?

ASet the Agent Experience (What agents see in their Workspace inbox)

BDefine Assignment Rules (How to assign work items)

CDefine Work Item Queues (Where to route)

DConfigure Service Channels (What to route)

Reveal Solution Hide Solution

Correct Answer: C

Question #4

Partner admin (sn_customerservice.partner_admin) contacts have access to:

ATheir customer account

BTheir partner accounts

CBoth

DNeither

Reveal Solution Hide Solution

Correct Answer: C

Question #5

From a security perspective, scoping brings several benefits: (Choose two.)

AImproves instance security by limiting accessibility to other applications on the instance

BProvides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals

CIT can manage and control the pace of the CSM teams because dependencies have been put in place

DThe scope holds the records and acts as a container for the desired Customer Service Management Applications

Reveal Solution Hide Solution

Correct Answer: B, D

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