ServiceNow CIS-CSM Certified Implementation Specialist - Customer Service Management Exam Exam Practice Test Questions

• Question 1

  An Account Relationship is based on a defined account relationship type. Users with the System Administrator role can define two types of relationships:Choose 2 answers

  • Partner-to-customer
  • Customer-to-Consumer
  • Account-to-account
  • Partner-to-account
  • Account-to-customer

  Show Answer Answer: C, D Next

• Question 2

  What are common types of application record data that are imported during a CSM data migration? (Choosetwo.)

  • Knowledge Article
  • Accounts
  • Chat
  • Case

  Show Answer Answer: A, B Next

• Question 3

  The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data. What is this feature?

  • CSM Query Rules
  • Data Policies
  • Access Types
  • Filtered Lists

  Show Answer Answer: A Next

• Question 4

  What is the purpose of the Guided Decisions capability?

  • Provide agents with an escalation guide
  • Guide agents through account management
  • Dynamically guide agents to help resolve complex cases
  • Provide agents with a knowledge guide

  Show Answer Answer: C Next

• Question 5

  If only one user reports a content for moderation, the content will be hidden.

  • True
  • False

  Show Answer Answer: B Next