Ace CIS-CSM Certification with 241 Actual Questions [Q66-Q85]

23Feb 2025 by admin No Comments

Rate this post

Ace CIS-CSM Certification with 241 Actual Questions

PASS ServiceNow CIS-CSM EXAM WITH UPDATED DUMPS

NEW QUESTION 66
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

True

False

NEW QUESTION 67
What do blue circles in the timeline of a case form represent?

Note

State

Activity

Comment

Explanation

NEW QUESTION 68
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

The case action status changes to Related Task Updated

The case escalates to an assignment group as defined in the default escalation template

The case work notes are updated automatically

The case displays a special handling note highlighting the update

https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/product/problem-management/concept/sync-btwn-inci-prob.html

NEW QUESTION 69
From a security perspective, scoping brings several benefits: (Choose two.)

Improves instance security by limiting accessibility to other applications on the instance

Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals

IT can manage and control the pace of the CSM teams because dependencies have been put in place

The scope holds the records and acts as a container for the desired Customer Service Management Applications

NEW QUESTION 70
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.

Product

Asset

NEW QUESTION 71
What is a case?

An individual record that handles and routes issues for internal users

An Individual record that Is used to identity and create automation opportunities

An individual record that is used to identify and resolve a question or issue for an external customer

An individual record that handles and resolves incidents tor external customers

https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer- service-management/concept/csm-cases-case-tasks-overview.html#:~:text=Customer%20service%20cases%
20store%20information,work%20necessary%20to%20resolve%20cases.

NEW QUESTION 72
What are the Forum User Types? (Choose three.)

Admin

Registered

Public

Custom

Moderator

Explanation

NEW QUESTION 73
Match the business rule to its function in the Self-Service Portal.
Hot Area:

Reference:
https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-servicemanagement/reference/r_BRIWCustomerService.html

NEW QUESTION 74
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?

After 3 days

After 5 days

After 1 day

After 7 days

NEW QUESTION 75
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

Knowledge and skills required for agents

Geographical location of customer

Languages spoken by agents

Number and type of support tools available

Number of customer service portals used

Number of agents required

NEW QUESTION 76
Matching rules enhance assignment capability by ____________________.

Matching best agent by availability

Providing dynamic matching of cases to groups or individuals

Determining if account is a customer or partner

Matching best agent by skill

Reference:
customer-service-management/concept/c_CaseRouting.html

NEW QUESTION 77
To which recipient types can targeted communications (publications) be sent? (Choose two.)

Outsourced Service Providers

Contacts

Internal users

Households

NEW QUESTION 78
What do blue circles in the timeline of a case form represent?

Note

State

Activity

Comment

Reference:
customer-service-management/reference/r_CustomerServiceCaseTimeline.html

NEW QUESTION 79
Which table must be extended when creating a new case type?

Case (sn_customerservice_case)

Case Task (sn_customerservice_case_task)

Task (task)

Case Type (sn_case_type)

NEW QUESTION 80
Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?

External (snc_external)

Account Contact (sn_cusiometservice.accouni_contactf

Cusiomer(sn_customerservice.customer)

Case Creator (sn_customer service, case creator)

https://vceguide.com/which-role-must-b2b-and-b2c-customers-obtain-at-a-minimum-to-access-to-a-servicenow-instance/

NEW QUESTION 81
If only one user reports a content for moderation, the content will be hidden.

True

False

NEW QUESTION 82
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?

The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner

A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle

Asset management has different use cases for tracking specific products or services customers are using Most Voted

It includes all of the data crucial to support customers as efficiently as possible

NEW QUESTION 83
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)

Contact (customer_contact)

Consumer User (csm_consumer-user)

Consumer (csm_consumer)

CSM User (csm_user)

NEW QUESTION 84
An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used?
Choose 2 answers

Contact

Sold product

Install base Item

Configuration item

Business Service

NEW QUESTION 85
Which of the following is a condition for matching rules?

Agent domain

Assignment

Switching

Specific case attributes

Reference:
customer-service-management/concept/case-assignment-matching-rules.html

Loading …

CIS-CSM Questions PDF [2025] Use Valid New dump to Clear Exam: https://www.practicematerial.com/CIS-CSM-exam-materials.html

Leave a Reply Cancel reply