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CIS-CSM Exam Dumps - ServiceNow Certified Implementation Specialist - Customer Service Management Exam

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Question # 65

What is required to enable the Follow the sun field on the Customer Service Case form?

A.

Nothing, it is a standard field

B.

The value property on the form must be set to true

C.

The plugin ‘com.snc.csm_time_recording’ needs to be activated

D.

The value property on the form must be set to true and the field added to the case form

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Question # 66

What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?

A.

Web

B.

Catalog

C.

Portal

D.

Virtual Agent

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Question # 67

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

B.

Can assign the roles to other contacts in the same account

C.

Can view assets belonging to their account

D.

Can edit information or roles for existing contacts

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Question # 68

Which of the following statements is correct regarding product models in CSM?

A.

Products models can only contain digital (logical) items

B.

Product models can contain either physical items or digital (logical) items but not both in the same model

C.

Product models can only contain physical items

D.

Product models can contain both physical items and digital (logical) items in the same mode

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Question # 69

When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

A.

Order

B.

Contract

C.

FAQ

D.

Monitoring

E.

Request

F.

Billing

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Question # 70

When are child cases updated from the parent case?

A.

Clicking on the Child Sync UI

B.

Scheduled Job

C.

Automatically upon update of parent

D.

When the Sync scheduled job runs

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Question # 71

What is a case?

A.

An individual record that handles and routes issues for internal users

B.

An Individual record that Is used to identity and create automation opportunities

C.

An individual record that is used to identify and resolve a question or issue for an external customer

D.

An individual record that handles and resolves incidents tor external customers

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Question # 72

In ServiceNow’s CSM Application, what is an interaction?

A.

Any configuration item that has been made accessible to customers

B.

A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer

C.

A binding agreement between two parties

D.

A request for assistance made through a chat, phone call, or walk-up

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