Free CIS-CSM Exam Questions - Easiest Way for Success

Prepare for the ServiceNow CIS-CSM exam questions with our authentic preparation materials, including free CIS-CSM practice exam questions and answers. TheExamsLab provides all the support you need to succeed in the Certified Implementation Specialist - Customer Service Management CIS-CSM exam. This dedication to student success is why we have the most satisfied CIS-CSM certification exam candidates worldwide.

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Total 225 Questions | Updated On: Sep 11, 2024

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Question 1

Which roles can propose a case as a Major Case candidate? (Choose three.)

A : Proxy contact (sn_customerservice.proxy_contact)

B : Customer case manager (sn_customerservice.customer_case_manager)

C : Customer service manager (sn_customerservice_manager)

D : Customer service agent (sn_customerservice_agent)

E : Major issue manager (sn_majorissue_mgt.major_issue_manager)

Answer: A,C,D

Question 2

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

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

B : The case work notes are updated automatically

C : The case action status changes to Related Task Updated

D : The case displays a special handling note highlighting the update

Answer: B

Question 3

Read the use case below to determine if the customer service relationship is B2B or B2C. Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary’s house.

A : B2C

B : B2B

Answer: A

Question 4

What are common types of application record data that are imported during a CSM data migration? (Choose two.)

A : Knowledge Article

B : Accounts

C : Chat

D : Case

Answer: B,D

Question 5

What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?

A : Can view assets belonging to their partner accounts

B : Can create, view, and edit cases for their partner accounts

C : Can resolve cases reported by their partner accounts

D : Can create and update contacts for their partner accounts

Answer: A

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Total 225 Questions | Updated On: Sep 11, 2024

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