[2023] Pass your CIS-CSM exam with this 100% Free CIS-CSM Braindump [Q46-Q66]

[2023] Pass your CIS-CSM exam with this 100% Free CIS-CSM Braindump

View All CIS-CSM Actual Exam Questions, Answers and Explanations for Free

NO.46 Which are the key self-service functions of the Customer Support Portal? (Choose three.)

 Community

 Knowledge Base

 Open An Incident

 Service Catalog

Explanation

NO.47 Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

 Case Escalation

 Case State

 Case Categorization

 Case Prioritization

NO.48 What are the Forum User Types? (Choose three.)

 Admin

 Registered

 Public

 Custom

 Moderator

Explanation

NO.49 Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

 Entering question in portal only

 Record Producer only

 Both portal question entry and Record Producer

 None of the above

Explanation/Reference: https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/ contextual-search/concept/c_DefineContextualSearch.html

NO.50 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?

 The contract and entitlements of an asset dictate whether or not it is stored in the CMDB

 The CMDB only tracks CIs, assets cannot be CIs

 While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs

 The CMDB tracks all assets as configuration items (CIs)

NO.51 Information in the Case Field ‘Contact’ is copied to which Incident Field?

 Contact

 User

 Customer

 Caller

NO.52 What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

 Reduces call volume

 Information about customer’s service contract

 Makes it easier for Agents to manage case volume

 Allows access to Knowledge Articles that are related to products owned by a customer

NO.53 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

NO.54 Regarding Account Teams, what is the purpose of marking a role as ‘unique’?

 The role then becomes a child responsibility

 Ensure there is a dedicated account manager for that account

 The role then becomes a parent responsibility

 Prevent the same role being used on different customer accounts

NO.55 What is required to enable the Follow the sun field on the Customer Service Case form?

 Nothing, it is a standard field

 The value property on the form must be set to true

 The plugin ‘com.snc.csm_time_recording’ needs to be activated

 The value property on the form must be set to true and the field added to the case form

NO.56 If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)

 Zboot the instance

 Disable the Case Interceptor

 Remove the Demo Data via a HI Request

 Clone back to this instance from a valid instance

NO.57 Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

 Partner Service

 Customer Service

 Consumer Service

 Product Service

NO.58 Entitlements specify the level of service provided to customers.

 False

 True

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html

NO.59 Which of the following are channels? (Choose two.)

 Contacts

 Web

 Chat

 Article

Reference:
customer-service-management/concept/configure-csm-omni-channel.html

NO.60 Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

 True

 False

NO.61 What role does the Engagement Manager play before the Workshop? (Choose two.)

 Project Manager

 Acts as intermediary

 Provides answers to technical problems

 Assists with technical requirements

NO.62 How many active OpenFrame configurations can you have on an instance?

 2

 Unlimited

 1

 3

Explanation

NO.63 Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

 Open an incident

 Viewing knowledge articles

 Live chat

 Consumer self-registration

NO.64 Which of the following is a condition for matching rules?

 Agent domain

 Assignment

 Switching

 Specific case attributes

NO.65 Special Handling Notes can apply to which one of the following based on specific attributes?

 Domain

 Contact

 Holiday

 VIP

NO.66 What criteria can be used to determine when a new inbound case should be opened?

 When a new customer is created

 When an internal problem occurs

 When a customer has a question or issue to resolve

 When we have new marketing material for a customer

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Difficulty in Attempting ServiceNow Certified CIS CSM

Use authentic websites to prepare for CIS-CSM exam. This exam is tough given its vast syllabus. It is difficult to comprehend each and every concept but practice exams and exams are good for the preparation. Being consistent with your preparations is the key. Our preparatory guide will surely serve as a road map to ace the CIS-CSM exam. The Certified Implementation Specialist – Customer Service Management exam certifies that a successful candidate has the skills and essential knowledge to lead and
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CSM application.

The exam consists of approximately (60) questions. For each question on the examination, there are multiple possible responses. The person taking the exam reviews the response options and selects the most correct answer to the question. Exam content is divided into Learning Domains that correspond to key topics and activities typically encountered during ServiceNow implementations. In each Learning
Domain, specific learning objectives have been identified and are tested in the exam.

For each multiple-choice question on the exam, there are at least four possible responses. The candidate taking the exam reviews the response options and selects the one response most accurately answers the question.

For each multiple-select question on the exam, there are at least four possible responses. The question will state how many responses should be selected. The candidate taking the exam reviews the response options and selects ALL responses that accurately answer the question. Multiple-select questions have two or more correct
responses.

If a candidate fails to pass an exam, they may register to take the exam again up to three more times at a cost.

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