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ServiceNow CIS-CSM Exam measures an individual's proficiency in configuring, customizing, and managing ServiceNow's customer service management applications. CIS-CSM exam covers various topics, including customer service management fundamentals, case management, knowledge management, service level management, and performance analytics. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification validates that an individual has the knowledge and skills required to implement and manage customer service management solutions that meet business requirements.

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q150-Q155):

NEW QUESTION # 150
Match the definitions for roles relationships.
Hot Area:

Answer:

Explanation:

NEW QUESTION # 151
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

A. While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
B. The CMDB tracks all assets as configuration items (CIs)
C. The CMDB only tracks CIs, assets cannot be CIs
D. The contract and entitlements of an asset dictate whether or not it is stored in the CMDB

Answer: A

NEW QUESTION # 152
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :

A. Escalate the chat to another agent
B. Respond to questions
C. Escalate the chat to virtual agent
D. Create a record, such as an incident or a case

Answer: A,B,D

NEW QUESTION # 153
Regarding Account Teams, what is the purpose of marking a role as 'unique'?

A. The role then becomes a child responsibility
B. The role then becomes a parent responsibility
C. Ensure there is a dedicated account manager for that account
D. Prevent the same role being used on different customer accounts

Answer: A

NEW QUESTION # 154
Information in the Case Field 'Contact' is copied to which Incident Field?

A. Customer
B. Contact
C. Caller
D. User

Answer: B

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/csm-integration-sm-incident.html

NEW QUESTION # 155
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