ServiceNow CIS-CSM Exam Actual Questions

Name: Certified Implementation Specialist - Customer Service Management
Brand: QA4Exam
SKU: CIS-CSM
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The questions for CIS-CSM were last updated on Oct 3, 2024.

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Question No. 1

Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?

AService Analytics

BIn-form Analytics Most Voted

CCase Spotlight

DCSM Prediction Results

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Correct Answer: B

Question No. 2

Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?

AQuick Messages

BQuick Actions

CResponse Templates

DTemplates

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Correct Answer: C

Question No. 3

Which roles are considered external? (Choose two.)

AConsumer Support Agent (sn_customerservice.consumer_agent)

BCustomer Admin (sn_customerservice.customer_admin) Most Voted

CPartner Admin (sn_customerservice.partner_admin) Most Voted

DCustomer Service Agent (sn_customerservice_agent)

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Correct Answer: B, C

Question No. 4

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)

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Correct Answer: D

Question No. 5

Which of the following options can a survey administrator define on an individual survey? (Choose two.)

AThe ability for end users to decline survey assignments

BNumber of survey reminder notifications

CTrigger conditions Most Voted

DAnonymize responses

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Correct Answer: C, D

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