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 16,2025.
- Exam Code: CIS-CSM
- Exam Name: Specialist - Customer Service Management Exam
- Certification Provider: ServiceNow
- Latest update: Feb 16,2025
What are the characteristics of Knowledge Categories?
- A . Shareable across KBs: Yes ; Multi-Level: No
- B . Shareable across KBs: No ; Multi-Level: Yes
- C . Shareable across KBs: No ; Multi-Level: No
- D . Shareable across KBs: Yes ; Multi-Level: Yes
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A . Manage cases on behalf of customer service agents
- B . Create cases on behalf of customers
- C . Manage requests on behalf of customer service agents
- D . Create requests on behalf of customers
- E . Manage major incident communication on behalf of a customer service manager
What is the purpose of a Catalog Item variable?
- A . Allows the customer to ask a question
- B . Provides hint to the user on the field
- C . Opens a chat session with customer support
- D . Allows the customer or consumer to qualify their answer
What one of the following is optional when creating a Catalog workflow?
- A . Publishing the workflow
- B . Defining workflow activities
- C . Approving the workflow
- D . Managing workflow versions
What module is used to create Case Record Producers?
- A . Case Record Producers
- B . Edit Records
- C . Record Producers
- D . Maintain Records
Which one is NOT a dependency for the Customer Service Plugin?
- A . Task Activities
- B . Skills Management
- C . Openframe
- D . Communities
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter.
What CSM entity would you recommend ACME to store the customer’s Twitter profile details?
- A . Account
- B . Not supported
- C . Consumer
- D . Social Profile
- E . Personnel File
Which social media channels are NOT available out-of-box?
- A . Facebook
- B . Twitter
- C . LinkedIn
- D . All of the above
- E . None of the above
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
- A . Selecting all the groups
- B . Selecting none of the groups
- C . Missing configuration
- D . Misconfigured
How many outbound email accounts are supported in Customer Service Management?
- A . One
- B . Unlimited
- C . Two
- D . One per business service
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