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ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) Exam is a certification exam that validates the skills and knowledge of individuals who implement and manage ServiceNow's Customer Service Management (CSM) application. CIS-CSM exam tests candidates on their ability to configure, customize, and manage the CSM application, as well as their understanding of key concepts such as case management, entitlements, and service level agreements (SLAs). ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is aimed at professionals who work in customer service or IT service management roles and who want to demonstrate their expertise in using ServiceNow's CSM application to improve customer satisfaction and service delivery.
ServiceNow CIS-CSM exam has 60 questions, and the time allotted to complete the test is 90 minutes. CIS-CSM exam covers key topics related to ServiceNow CSM implementation, including ServiceNow CSM fundamentals, customer service delivery, problem management, change management, and service level management. Passing the ServiceNow CIS-CSM exam requires a minimum score of 68%, ensuring that the implementation specialist has deep knowledge of ServiceNow CSM.
ServiceNow CIS-CSM Current Exam Content
ServiceNow CIS-CSM Test Book & Dump CIS-CSM File
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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q16-Q21):
NEW QUESTION # 16
Entitlements specify the level of service provided to customers.
- A. False
- B. True
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION # 17
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Chat
- B. Email
- C. Social
- D. Web
Answer: B,D
Explanation:
Reference:
customer-service-management/concept/c_CustomerPortalOverview.html
NEW QUESTION # 18
Agents and managers cannot create knowledge articles from Community questions.
- A. True
- B. False
Answer: B
Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
NEW QUESTION # 19
Which of the following are best practice with regard to data imports? (Choose two.)
- A. Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.
- B. When importing to multiple instances import to each instance separately.
- C. Images embedded in Knowledge Articles should be uploaded separately
- D. Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.
Answer: B,C
NEW QUESTION # 20
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation
Explanation
NEW QUESTION # 21
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