ServiceNow CIS-CSM Specialist – Customer Service Management Exam Online Training
ServiceNow CIS-CSM Online Training
The questions for CIS-CSM were last updated at Feb 13,2025.
- Exam Code: CIS-CSM
- Exam Name: Specialist - Customer Service Management Exam
- Certification Provider: ServiceNow
- Latest update: Feb 13,2025
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A . Apply Role by Customer
- B . Auto Assessment
- C . Change Update to Close
- D . Update Case Entitlement
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- A . Define the Business Pain Points
- B . Provide consistent service to customers
- C . Have a clear understanding of the use cases
- D . Define the number of hours needed to develop the associated requirements
- E . Implementation is only as good as the underlying process
What should be emphasized when designing solutions? (Choose three.)
- A . Minimize customizations
- B . Focus Out-of-the-box functionality
- C . Design for Scalability
- D . Mobile friendly functionality
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A . Project Manager
- B . Acts as intermediary
- C . Provides answers to technical problems
- D . Assists with technical requirements
What should be part of the pre-engagement collateral?
- A . Frequently Asked Questions (FAQ)
- B . Scoping Guide
- C . Customer Service roles template
- D . Stock Keeping Unit (SKU) and pricing sheet
Articles can provide the following: (Choose three.)
- A . Document current and known issues
- B . Provide answers and responses to common issues or questions
- C . Information about customer’s service contract
- D . Share product information
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A . Entering question in portal only
- B . Record Producer only
- C . Both portal question entry and Record Producer
- D . None of the above
Which of the following are true regarding integrating a ServiceNow Knowledge base with external
content?
(Choose two.)
- A . Imported external articles appear as attachments in ServiceNow
- B . Only applications that allow WebDAV connections can be integrated
- C . The imported article will have the same category it had in the source knowledge base
- D . SharePoint blocks this integration
Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)
- A . Knowledge Product Entitlements
- B . Data Policy
- C . ACL
- D . User Criteria
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
- A . Reduces call volume
- B . Makes it easier for Agents to manage case volume
- C . Allows access to Knowledge Articles that are related to products owned by a customer
- D . Information about customer’s service contract
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