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ServiceNow CIS-CSM: ServiceNow Certified Implementation Specialist - Customer Service Management Exam

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Question 1

Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

A. Contextual Search

B. Agent Assist

C. Dynamic Related Records

D. Record Information

Correct Answer:C

Question 2

__________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :

A. Partner [sn_customerservice.partner]

B. Agent [sn_customerservice_agent]

C. Consumer Agent [sn_customerservice.consumer_agent]

D. Agent manager [sn_customerservice_manager]

E. Customer case manager [sn_customerservice.customer_case_manager]

F. Customer administrator [sn_customerservice.customer_admin]

Correct Answer:C

Question 3

Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?

A. The form headers secondary values can only be displayed above the ribbon components

B. The form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components

C. The form header for the case form can display five levels of field values from the case table

D. The form header's primary values can be displayed in the contextual side panel instead of above the ribbon components

Correct Answer:B

Question 4

What are the three out-of-the-box playbooks for CSM? Choose 3 answers

A. Case Playbook for product Support

B. Case playbook for Onboarding

C. Case playbook for Billing

D. Case playbook for Accounts

E. Case playbook for Complaints

Correct Answer:ABE
https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/customer-service- case-playbooks.html

Question 5

Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?

A. Close Cases in Resolved state

B. Auto Close Resolved Cases Most Voted

C. Resolved to Close State

D. Move Resolved Cases to Closed

Correct Answer:B

Question 6

Entitlements specify the level of service provided to customers.

A. False

B. True

Correct Answer:B
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service- management/concept/c_ContractsAndEntitlements.html

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