EXAM CIS-CSM TESTS | RELIABLE CIS-CSM TEST SAMPLE

Exam CIS-CSM Tests | Reliable CIS-CSM Test Sample

Exam CIS-CSM Tests | Reliable CIS-CSM Test Sample

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Tags: Exam CIS-CSM Tests, Reliable CIS-CSM Test Sample, CIS-CSM Reliable Exam Online, Key CIS-CSM Concepts, Practice CIS-CSM Test Online

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q120-Q125):

NEW QUESTION # 120
The case digests feature includes which types of case communication? (Choose two.)

  • A. Case Post Mortem
  • B. Case Action Summaries Most Voted
  • C. Post Case Reviews Most Voted
  • D. Case Lifecycle Reports

Answer: B,C


NEW QUESTION # 121
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

  • A. Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)
  • B. Activation of the Customer Service plugin (com.sn_customerservice)
  • C. Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)
  • D. Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)

Answer: D


NEW QUESTION # 122
Which of the following roles cannot update a consumer's record?

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

Answer: C

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/create-a-consumer-record.html


NEW QUESTION # 123
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

  • A. Only applications that allow WebDAV connections can be integrated
  • B. The imported article will have the same category it had in the source knowledge base
  • C. Imported external articles appear as attachments in ServiceNow
  • D. SharePoint blocks this integration

Answer: A,B

Explanation:
Explanation


NEW QUESTION # 124
Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?

  • A. A new major case is created and the major case candidate Is added as a child to the major case
  • B. The major case candidate requires an approval from the major issue manager
  • C. The major case candidate becomes the major case
  • D. The major case candidate is closed and a new major case is created

Answer: A

Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/major-candidate-child-case-types.html


NEW QUESTION # 125
......

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