Most Recent ServiceNow CIS-CSM Exam Questions & Answers

Prepare for the ServiceNow Certified Implementation Specialist - Customer Service Management exam with our extensive collection of questions and answers. These practice Q&A are updated according to the latest syllabus, providing you with the tools needed to review and test your knowledge.

QA4Exam focus on the latest syllabus and exam objectives, our practice Q&A are designed to help you identify key topics and solidify your understanding. By focusing on the core curriculum, These Questions & Answers helps you cover all the essential topics, ensuring you're well-prepared for every section of the exam. Each question comes with a detailed explanation, offering valuable insights and helping you to learn from your mistakes. Whether you're looking to assess your progress or dive deeper into complex topics, our updated Q&A will provide the support you need to confidently approach the ServiceNow CIS-CSM exam and achieve success.

The questions for CIS-CSM were last updated on Nov 12, 2024.

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Question No. 1

Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

AManage requests

BExecute assigned tasks

CClose work orders

DManage cases

EManage assets

Show Answer

Correct Answer: B, C, D

When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track

the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed

offline is stored in the device cache and synchronized when the device goes online.

Question No. 2

What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?

AConsumer (sn_customservice.consumer)

BCustomer (sn_suctomservice.customer)

CExternal (snc_external)

DProxy Contact (sn_customservice.proxy_contact)

Show Answer

Correct Answer: D

Question No. 3

During which Now Create stage are workshops conducted?

AExecute

BInitiate

CDeliver

DPlan

EClose

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Correct Answer: D

Question No. 4

External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

AwebDAV-compilant

BWeb-based

CWebDAV-versioned

DWeb-configurable

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Correct Answer: A

Question No. 5

What is the purpose of the sidebar feature in CSM Configurable Workspace?

AEnables managers lo discreetly monitor chats between agents and customers

BEnables agents to access response templates to help them resolve cases faster and more efficiently

CTo enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution

DEnables agents to keep information regarding details of the case visible at all times

Show Answer

Correct Answer: C

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/conversational-interfaces/concept/exploring-sidebar.html

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