CIS-CSM Instant Access - Pass CIS-CSM Test Guide

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q12-Q17):

NEW QUESTION # 12
What do blue circles in the timeline of a case form represent?

  • A. Note
  • B. Activity
  • C. Comment
  • D. State

Answer: D


NEW QUESTION # 13
What one of the following is optional when creating a Catalog workflow?

  • A. Managing workflow versions
  • B. Defining workflow activities
  • C. Publishing the workflow
  • D. Approving the workflow

Answer: A

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflow- administration/task/t_CrtWkflwNewSvcCtlgItm.html


NEW QUESTION # 14
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

  • A. Entering question in portal only
  • B. Record Producer only
  • C. Both portal question entry and Record Producer
  • D. None of the above

Answer: B

Explanation:
Explanation


NEW QUESTION # 15
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

  • A. True
  • B. False

Answer: A


NEW QUESTION # 16
Which of the following roles can update a consumer's record? (Choose two.)

  • A. Customer (sn_customerservice.customer)
  • B. Customer Service Manager (sn_customerservice_manager)
  • C. Customer Service Agent (sn_customerservice_agent)
  • D. Consumer Support Agent {sn_customerservice.consumer_agent)

Answer: A,D


NEW QUESTION # 17
......

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