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  • Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
  • Last Update: 18-May-2024
  • Questions and Answers: 229
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CIS-CSM Questions and Answers

Question # 1

Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?

Choose 2 answers

A.

Store APPs

B.

XML unloads

C.

Update Sets

D.

Plugins

Question # 2

A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)

A.

Can Read user criteria

B.

Whitelist all other groups from the Knowledge Base

C.

Hide the Knowledge Base from the Knowledge Base Portal

D.

Cannot Contribute user criteria

Question # 3

Which of the following are true regarding the Community Portal application? (Choose two.)

A.

It is available to any customer with a Community license

B.

It is available by default with the Support and Service portals

C.

It is only available to CSM license holders

D.

Most of the configuration does not require System Administrator role

Question # 4

Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)

A.

Can research questions issues, or problems, and create view and edit cases for only their own accounts Most Voted

B.

Can assign the roles to other contacts in the same account

C.

Can view assets belonging to their account Most Voted

D.

Can edit information or roles for existing contacts

Question # 5

Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?

A.

Trending Topics

B.

Auto-Responder

C.

Proactive Customer Service Operations

D.

Self-Service Analytics

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