ServiceNow CIS-CSM Certification Exam Sample Questions

CIS-CSM Dumps PDF, Customer Service Management Implementation Specialist Dumps, download CIS-Customer Service Management free Dumps, ServiceNow Customer Service Management Implementation Specialist exam questions, free online CIS-Customer Service Management exam questionsYou have to pass the CIS-CSM exam to receive the certification from ServiceNow. To increase the effectiveness of your study and make you familiar with the actual exam pattern, we have prepared this ServiceNow Customer Service Management Implementation Specialist sample questions. Our Sample ServiceNow Certified Implementation Specialist - Customer Service Management Practice Exam will give you more insight about both the type and the difficulty level of the questions on the ServiceNow CIS-Customer Service Management exam.

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ServiceNow Customer Service Management Implementation Specialist Sample Questions:

01. A retail chain wants customers to check in online before arriving at a service center, or check in on site when they walk in, and then wait in a managed queue.
Which application should be set up?
a) Conversational Appointment Booking
b) Field Service Management
c) Walk-up Experience
d) Business Location
 
02. AI major case detection keeps linking new cases to similar major cases raised for other customers. The team wants it to consider only major cases from the same account as the new case.
What should the administrator configure?
a) Add an account condition to the flow trigger
b) Raise similarityThreshold in the major case search
c) Lower maxSearchResults in the major case search
d) Add account to matchFieldList in the major case search
 
03. During a live chat, an agent needs guidance from a supervisor and does not want the customer to see the exchange.
What does the Agent Whisper feature allow?
a) The supervisor can message the requester without the agent knowing
b) The agent can message the supervisor without the requester knowing
c) The supervisor can read the chat silently without the agent knowing
d) The agent and requester can continue privately without the supervisor seeing
 
04. A company wants Predictive Intelligence to help agents investigate a case by recommending similar resolved cases and relevant knowledge articles based on the case Short description.
Which solution definition templates meet this need?
(Choose two.)
a) Recommended Resolved Cases
b) Recommended Open Cases
c) Grouping of Cases into Topics
d) CSM Case Categorization
e) Similar Knowledge Articles
 
05. A special handling note exists on an account, but agents opening that account's cases do not see it. The Case table is already configured for special handling notes.
What should the administrator change so that account notes also appear on cases?
a) Create a copy of each account note on every open case for that account
b) Add Account as a Related Field in the Case table's configuration
c) Enable the property that displays notes only once per session
d) Give agents the sn_shn.admin role so they can view notes on related records
 
06. An administrator configuring a new case type wants to customize which transitions are allowed from one state to another and have the system perform work when a case enters specific states.
What should the administrator configure?
a) State flows
b) UI policies
c) View rules
d) Client scripts
 
07. A customer service manager creates an entitlement with Per unit selected, Unit set to Hours, and Total Units set to 40. Several cases covered by the entitlement are later resolved, but Remaining Units still shows 40.
What explains this?
a) The Update case entitlement on Close rule deducts hours only when cases close
b) Hours are deducted only by a business rule that the customer must create
c) Remaining Units changes only when an agent edits it on the Entitlement form
d) Hours are deducted only from entitlements that are linked to a service contract
 
08. A product manager wants to see every account and consumer that has bought the Solana microwave, which is set up as a product model.
Where can this be found?
a) The Services related list on the product model
b) The Products Covered related list on each service contract
c) The Sold Product related list on the product model
d) The model category record the product model belongs to
 
09. A user with the decision_tree_author role has finished building a decision tree in the Guided Decisions Experience application.
Where can the decision tree be implemented so that agents or customers can use it?
a) In an escalation template, a playbook or a case digest
b) In a recommended action, an SLA definition or a knowledge base
c) In a matching rule, a case type or Service Portal
d) In a recommended action, a playbook or Service Portal
 
10. A customer service manager wants a dashboard view that scores every New, Open and Awaiting Info case on priority and last updated date, and highlights the cases whose score exceeds a threshold.
Which feature provides this?
a) Case Spotlight
b) Case action status
c) Case digest
d) Case timeline

Answers:

Question: 01
Answer: c		 Question: 02
Answer: d		 Question: 03
Answer: b		 Question: 04
Answer: a, e		 Question: 05
Answer: b
Question: 06
Answer: a		 Question: 07
Answer: b		 Question: 08
Answer: c		 Question: 09
Answer: d		 Question: 10
Answer: a

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