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ServiceNow CIS-CSM Certification Exam is designed to test a wide range of skills and knowledge areas. CIS-CSM Exam covers topics such as customer service management processes, customer service management data and reporting, and customer service management configuration. CIS-CSM exam also includes questions on ServiceNow’s customer service management applications, as well as best practices for implementing and configuring those applications. CIS-CSM exam is designed to be comprehensive and challenging, requiring extensive preparation in order to pass.

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q106-Q111):

NEW QUESTION # 106
Which of the following roles cannot update a consumer's record?

A. sn_customerservice_manager
B. sn_customerservice_agent
C. admin
D. sn_customerservice.consumer_agent

Answer: B

Explanation:
Reference:
customer-service-management/task/create-a-consumer-record.html

NEW QUESTION # 107
What is required to synchronize fields from a parent to a child case(s)?

A. Major Issue Management needs to be installed and certain properties enabled
B. No action required, this is a standard Customer Service Management feature
C. The role of sn_customerservice.customer_case_manager must be assigned
D. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

Answer: B

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/config-major-case-synchronization.html

NEW QUESTION # 108
What is required to synchronize fields from a parent to a child case(s)?

A. Major Issue Management needs to be installed and certain properties enabled
B. No action required, this is a standard Customer Service Management feature
C. The role of sn_customerservice.customer_case_manager must be assigned
D. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

Answer: B

NEW QUESTION # 109
Information in the Case Field 'Contact' is copied to which Incident Field?

A. Contact
B. Customer
C. Caller
D. User

Answer: C

NEW QUESTION # 110
Major Issue Management uses which one of the following capabilities?

A. Governance Risk and Control
B. Targeted Communications
C. Record producers
D. Asset management

Answer: B

Explanation:
Reference:
customer-service-management/concept/major-issue-management.html

NEW QUESTION # 111
......

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