Question 1
Benefits of Proactive Customer Service Operations include: (Choose two.)
Correct Answer:
A. Reduced inbound calls from customers Most Voted; D. Reduced Mean Time To Resolve (MTTR) Most Voted
Free ServiceNow Certified Implementation Specialist - Customer Service Management CIS-CSM Exam Questions
Question 2
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
Correct Answer:
C. Blocked internally and by customer; D. Blocked by internally
Question 3
External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?
Correct Answer:
A. Change Records and Request Records
Question 4
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
Correct Answer:
B. Execute assigned tasks; C. Close work orders; D. Manage cases
Explanation:
When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track
the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed
offline is stored in the device cache and synchronized when the device goes online.
Question 5
Special Handling Notes can apply to which one of the following based on specific attributes?
Correct Answer:
B. Contact
Question 6
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
Correct Answer:
C. Work orders can be created from a case Most Voted; D. Customer can access work order details and tasks created for their case
Question 7
How can multiple service catalogs be made available on the Customer Service Portal?
Correct Answer:
A. Include them in the list of service catalogs on the Customer Service Portal record
Question 8
Which of the following statements is correct regarding product models in CSM?
Correct Answer:
D. Product models can contain both physical items and digital (logical) items in the same mode
Question 9
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
Correct Answer:
A. Community; B. Knowledge Base; D. Service Catalog
Explanation:
playbook/self-service-improvement.pdf
Question 10
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
Correct Answer:
A. True
Question 11
Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?
Correct Answer:
C. Auto-generate clusters of cases that point to similar underlying issues
Question 12
What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?
Correct Answer:
D. Record Producer
Question 13
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
Correct Answer:
A. Publish Workaround
Question 14
What is required to synchronize fields from a parent to a child case(s)?
Correct Answer:
B. Major Issue Management needs to be installed and certain properties enabled
Explanation:
customer-service-management/task/config-major-case-synchronization.html
Question 15
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
Correct Answer:
C. sn_shn.popup_width