ServiceNow CIS-CSM Test Papers - Exam CIS-CSM Flashcards

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Exam Topics of ServiceNow Certified CIS CSM

The following are covered in SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test:

Baseline Application Functionality
Architecture and Security
Business Cases / Use Cases
Proven Practices for Implementation

For more info read reference:

CIS-CSM Official Certification Site

>> ServiceNow CIS-CSM Test Papers <<

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q16-Q21):

NEW QUESTION # 16
The available case types are: (Choose two.)

A. Product
B. Support
C. Order
D. Product Support

Answer: B,C

Explanation:
Reference:
customer-service-management/concept/manage-csm-case-types.html

NEW QUESTION # 17
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)

A. Consumer User (csm_consumer-user)
B. CSM User (csm_user)
C. Contact (customer_contact)
D. Consumer (csm_consumer)

Answer: A,D

NEW QUESTION # 18
If only one user reports a content for moderation, the content will be hidden.

A. False
B. True

Answer: A

Explanation:
Reference:
customer-communities/task/approve-reject-content.html

NEW QUESTION # 19
In the Customer Service Management space, what does the term asset management mean?

A. Tables in the Asset application
B. Tracking products or services customers are using
C. A set of business activities and processes used to track assets
D. Financial, contractual and inventory information of assets

Answer: D

NEW QUESTION # 20
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 Work Item Queues (Where to route)
B. Set the Agent Experience (What agents see in their Workspace inbox)
C. Define Assignment Rules (How to assign work items)
D. Configure Service Channels (What to route)

Answer: A

NEW QUESTION # 21
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