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CIS-CSM Exam Dumps - ServiceNow CIS-Customer Service Management Questions and Answers

Question # 54

What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?

Options:

A.

Catalog item

B.

Service Catalog Request

C.

Request Item

D.

Record Producer

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Question # 55

By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)

Options:

A.

Assets Most Voted

B.

Publications Most Voted

C.

Products Most Voted

D.

Contacts

E.

Contracts

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Question # 56

What role does the Engagement Manager play before the Workshop? (Choose two.)

Options:

A.

Project Manager

B.

Acts as intermediary

C.

Provides answers to technical problems

D.

Assists with technical requirements

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Question # 57

If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance

to be used as part of the release path to production? (Choose two.)

Options:

A.

Zboot the instance

B.

Disable the Case Interceptor

C.

Remove the Demo Data via a HI Request

D.

Clone back to this instance from a valid instance

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Question # 58

What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?

Options:

A.

Can view assets belonging to their partner accounts

B.

Can create, view, and edit cases for their partner accounts

C.

Can resolve cases reported by their partner accounts

D.

Can create and update contacts for their partner accounts

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Question # 59

Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)

Options:

A.

Knowledge Product Entitlements

B.

Data Policy

C.

ACL

D.

User Criteria

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Question # 60

Out-of-box, which functionality handles state transitioning for case management?

Options:

A.

Business Rules

B.

Flows

C.

Workflows

D.

State Flows

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Question # 61

How are Service Catalogs and Catalog Items related? (Choose two.)

Options:

A.

A catalog item can be associated with one or more service catalogs Most Voted

B.

Access to catalog items is determined by the service catalog's assigned user criteria

C.

Service catalogs may contain multiple catalog items Most Voted

D.

A catalog item can only be associated with one service catalog

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Question # 62

Which of the following roles can update a consumer's record? (Choose two.)

Options:

A.

Consumer Support Agent {sn_customerservice.consumer_agent)

B.

Customer Service Manager (sn_customerservice_manager)

C.

Customer Service Agent (sn_customerservice_agent)

D.

Customer (sn_customerservice.customer)

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Question # 63

Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?

Options:

A.

The field is not based of the customers profile time zone

B.

The field is active in the base form

C.

The field is always based on the system time zone

D.

Agents can use the field to identify if it is the right time to contact customer

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Exam Code: CIS-CSM
Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Last Update: Apr 3, 2025
Questions: 239
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