Download Certified Implementation Specialist - Customer Service Management.CIS-CSM.CertDumps.2024-08-01.116q.vcex

ProfExam Suite - Black Friday
Vendor: ServiceNow
Exam Code: CIS-CSM
Exam Name: Certified Implementation Specialist - Customer Service Management
Date: Aug 01, 2024
File Size: 84 KB
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Demo Questions

Question 1
Which of the following are correct for parent/child synchronization? (Choose two.)
  1. Multiple child cases can be managed from a parent case as in Major Issue Management
  2. The Administrator can choose which fields to synchronize from parent to child cases
  3. Parent to child cases can be synchronized regardless of which state the case is in
  4. The property to synchronize parent to child cases is automatically enabled
Correct answer: AC
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/config-major-case-synchronization.html
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/config-major-case-synchronization.html
Question 2
When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?
  1. Social Channels
  2. Social Profiles 
  3. Social Logs
  4. Work notes
  5. Additional comments
Correct answer: C
Question 3
What determines how an escalation request is processed?
  1. Escalation Rule
  2. Escalation Template
  3. Escalation Severity
  4. Escalation Justification
Correct answer: B
Question 4
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
  1. Customer service manager (sn_customerservice_manager) Most Voted
  2. Customer service agent (sn_customerservice_agent) Most Voted
  3. Customer administrator (sn_customerservice.customer_admin)
  4. Partner (sn_customerservice.partner)
Correct answer: AB
Question 5
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
  1. Create Contact
  2. Check Case Status Most Voted
  3. Close Case
  4. Get Help with an Order Most Voted
  5. Get Help with an Asset
Correct answer: BD
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/csm-virtual-agent-chatbot.html
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/csm-virtual-agent-chatbot.html
Question 6
Which roles can propose a case as a Major Case candidate? (Choose three.)
  1. Proxy contact (sn_customerservice.proxy_contact) 
  2. Customer case manager (sn_customerservice.customer_case_manager)
  3. Customer service manager (sn_customerservice_manager) Most Voted
  4. Customer service agent (sn_customerservice_agent) Most Voted
  5. Major issue manager (sn_majorissue_mgt.major_issue_manager)
Correct answer: CDE
Question 7
Once a major case candidate is approved a major case is created. What then happens to the customer case?
  1. The customer case becomes a child case of the major case
  2. The customer case will be automatically closed
  3. The customer case becomes the parent case of the major case
  4. The customer case will automatically be related to a problem
Correct answer: C
Question 8
What are the types of units used to measure entitlements? (Choose two.)
  1. Hours
  2. Contract
  3. Cost
  4. Case
Correct answer: AD
Explanation:
Entitlements are counted on a per unit basis. The Unit field on the Service Entitlement form defines the unit type, either cases or hours.Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/configure-csm-entitlements.html
Entitlements are counted on a per unit basis. The Unit field on the Service Entitlement form defines the unit type, either cases or hours.
Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/configure-csm-entitlements.html
Question 9
Which of the following roles can update a consumer's record? (Choose two.)
  1. Consumer Support Agent {sn_customerservice.consumer_agent)
  2. Customer Service Manager (sn_customerservice_manager)
  3. Customer Service Agent (sn_customerservice_agent)
  4. Customer (sn_customerservice.customer)
Correct answer: AD
Question 10
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
 
  1. The field is not based of the customers profile time zone
  2. The field is active in the base form
  3. The field is always based on the system time zone
  4. Agents can use the field to identify if it is the right time to contact customer
Correct answer: A
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