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ServiceNow CIS-CSM (ServiceNow Certified Implementation Specialist - Customer Service Management) Certification Exam is designed for individuals who want to demonstrate their expertise in the implementation and management of ServiceNow's customer service management solution. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is ideal for those who work with ServiceNow's customer service management solution on a regular basis and are responsible for its implementation and management. CIS-CSM Exam covers a variety of topics, including customer service management processes, customer service management configuration, and customer service management reporting.

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q189-Q194):

NEW QUESTION # 189
Information in the Case Field 'Contact' is copied to which Incident Field?

A. Contact
B. Customer
C. User
D. Caller

Answer: D

Explanation:
Reference:
customer-service-management/reference/csm-integration-sm-incident.html

NEW QUESTION # 190
Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?

A. External (snc_external)
B. Case Creator (sn_customer service, case creator)
C. Account Contact (sn_cusiometservice.accouni_contactf
D. Cusiomer(sn_customerservice.customer)

Answer: A

NEW QUESTION # 191
Regarding Account Teams, what is the purpose of marking a role as 'unique'?

A. The role then becomes a parent responsibility
B. Ensure there is a dedicated account manager for that account
C. The role then becomes a child responsibility
D. Prevent the same role being used on different customer accounts

Answer: C

NEW QUESTION # 192
Which roles are considered external? (Choose two.)

A. Customer Admin (sn_customerservice.customer_admin) Most Voted
B. Partner Admin (sn_customerservice.partner_admin) Most Voted
C. Consumer Support Agent (sn_customerservice.consumer_agent)
D. Customer Service Agent (sn_customerservice_agent)

Answer: A,B

NEW QUESTION # 193
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

A. While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
B. The CMDB only tracks CIs, assets cannot be CIs
C. The CMDB tracks all assets as configuration items (CIs)
D. The contract and entitlements of an asset dictate whether or not it is stored in the CMDB

Answer: A

NEW QUESTION # 194
......

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