CIS-CSM ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers
Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)
Which of the following are benefits of customer access management? (Choose two.)
A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)
What allows the implementation of phases and tasks to meet performance goals track progress and measure success?
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?
Which feature enables employees to request support for themselves and for external customers?
Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)
Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?
A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
What criteria can be used to determine when a new inbound case should be opened?
The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench?
Choose 3 answers
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
Which concept primarily relates to how customer data is used for major case management?
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
What feature does the Product Model and Catalog Items Relationship plugin enable?
What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?
Which of the following are best practice with regard to data imports? (Choose two.)
Which of the following is a required field in the Resolution Information tad in order to close a case?
When creating or importing assets for CSM, model categories are used to: (Choose three.)
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
Once a major case candidate is approved a major case is created. What then happens to the customer case?
_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :
When configuring email in Communication Channels, how many outgoing email addresses are supported?
In the 'Action Status' column on a case list, what does a blue indicator dot mean?
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
What are common types of application record data that are imported during a CSM data migration? (Choose
two.)
What action is required to enable agents to create an incident record for a case?
Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
Which entities combined together make up the Service-aware Install Base?
Choose 3 answers
What will be the state of a case after a customer rejects the solution proposed by an agent?
Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?
To which recipient types can targeted communications (publications) be sent? (Choose two.)
What functionality is required to automatically close resolved cases if customers do not respond within a specified time?
What does viewing a customer’s install base enable customer service agents to do? (Choose two.)
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?
For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?
Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data. What is this feature?
What must a system administrator configure to define a different approval workflow for an escalation request?
Which aspect of an install base item helps document the details of products installed at a customer location?
Which of the following are correct for parent/child synchronization? (Choose two.)
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
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