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To be eligible to take the ServiceNow CIS-CSM certification exam, candidates must have a solid understanding of the ServiceNow platform and have practical experience in implementing customer service management solutions. They must also have completed the ServiceNow Customer Service Management Fundamentals course and have a good understanding of ITIL best practices.

How to Prepare For ServiceNow Certified CIS CSM

Preparation Guide for ServiceNow Certified CIS CSM

Introduction to ServiceNow Certified CIS CSM

ServiceNow certification gives attendees the knowledge and confidence to take full advantage of the ServiceNow platform. Throughout the training and certification programs, attendees learn to configure, customize and design with real‑world examples and a hands‑on approach.

Customers demand seamless and efficient service that is easy to access and frictionless. That’s why customer service providers need to be prepared to provide connected and effective service, no matter which channel a customer uses to engage.

ServiceNow Certification exams are computer‑based, multiple‑choice exams delivered by ServiceNow testing partner Kryterion, in a proctored environment. Online proctoring is also available.

The ServiceNow Certified Implementation Specialist – Customer Service Management Exam Specification defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites to become CIS-CSM certified.

The Certified Implementation Specialist – Customer Service Management exam certifies that a successful candidate has the skills and essential knowledge to lead and contribute to the configuration, implementation, and maintenance of the ServiceNow CSM application.

ServiceNow believes in the potential of technology to reduce our employment insecurity and make people work better. They change old manual ways of working into modern digital workflows. They have an expansive portfolio of IT, HR, Customer Service, and other divisions covering the training offerings of the Now Network. If you are just getting started or ready to develop your expertise and knowledge of ServiceNow, they will teach you how to work quickly and maximize your use. Demand for specialists at ServiceNow is rising rapidly. Certification by ServiceNow gives participants the information and trust to take full advantage of the ServiceNow program. Attendees learn to configure, customize, and build with real-world examples and a hands-on approach in the training and certification programs.

SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test is beneficial for the Certified Implementation Specialist – Customer Service Management exam is available to ServiceNow customers, partners, employees, and others interested in becoming a ServiceNow Customer Service Management Certified Implementation Specialist.

ServiceNow is a software platform which supports IT Service Management (ITSM). It helps you to automate IT Business Management (ITBM). This cloud-based platform is designed based on ITIL guidelines.

ServiceNow focuses on service-orientation toward the tasks, activities, and processes. It uses machine learning to leverage data and workflows to help modern enterprise becomes faster and more scalable.

It offers the flexibility, power, and dependability to achieve the goals of the incident and problem management. Moreover, users are free to select their most comfortable support interface. It provides all the information to the technician to diagnose and repair issues while removing the dependency on spreadsheets and emails.

NO.39 Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

 True

 False

NO.40 What is required to enable the Follow the sun field on the Customer Service Case form?

 Nothing, it is a standard field

 The value property on the form must be set to true

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

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

Reference:
customer-service-management/reference/r_CustomerServiceCaseForm.html

NO.41 HOTSPOT
Match the definitions for roles relationships.
Hot Area:

NO.42 From what places in SN can an agent create a case? (Choose three.)

 Customer Service Application

 Contact

 Account

 Chat

NO.43 What action is required to enable agents to create an incident record for a case?

 They must be assigned with the read role for incident

 They must be assigned with the itil role

 They must be assigned with the snc_intemal role

 They must be assigned with the sn_customerservice.itsm_contributor role

NO.44 During which Now Create stage are workshops conducted?

 Execute

 Initiate

 Deliver

 Plan

 Close

NO.45 Which of the following roles cannot update a consumer’s record?

 sn_customerservice_agent

 sn_customerservice_manager

 sn_customerservice.consumer_agent

 admin

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/create-a-consumer-record.html

NO.46 ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer’s Twitter profile details?

 Account

 Not supported

 Consumer

 Social Profile

 Personnel File

NO.47 Partner admin contacts have access to the data of both their partner accounts and customer accounts.

 True

 False

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_RolesInstalledWithCustomerService.html

NO.48 How many outbound email accounts are supported in Customer Service Management?

 One

 Unlimited

 Two

 One per business service

Explanation

NO.49 What does the Agent Whisper function do?

 Lets agents and chat supervisors have a conversation without the requester knowing

 Lets the chat supervisors have a conversation with the requester without the agent knowing

 Lets agents have chat conversations with other agents without the requester knowing

 Lets agents and requesters have a conversation without the chat supervisor knowing

NO.50 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

NO.51 Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

 True

 False

Explanation

NO.52 Partner admin contacts have access to the data of both their partner accounts and customer accounts.

 True

 False

Reference:
customer-service-management/reference/r_RolesInstalledWithCustomerService.html

NO.53 Which are the key self-service functions of the Customer Support Portal? (Choose three.)

 Community

 Knowledge Base

 Open An Incident

 Service Catalog

Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/ playbook/self-service-improvement.pdf

NO.54 What role does the Engagement Manager play before the Workshop? (Choose two.)

 Project Manager

 Acts as intermediary

 Provides answers to technical problems

 Assists with technical requirements

NO.55 Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

 Open an incident

 Viewing knowledge articles

 Live chat

 Consumer self-registration

NO.56 What is the purpose of a Catalog Item variable?

 Allows the customer to ask a question

 Provides hint to the user on the field

 Opens a chat session with customer support

 Allows the customer or consumer to qualify their answer

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service- catalog-management/task/t_CreateAVariableForACatalogItem.html

NO.57 Major Issue Management uses which one of the following capabilities?

 Governance Risk and Control

 Targeted Communications

 Asset management

 Record producers

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/major-issue-management.html

NO.58 What do blue circles in the timeline of a case form represent?

 Note

 State

 Activity

 Comment

Reference:
customer-service-management/reference/r_CustomerServiceCaseTimeline.html

NO.59 What is required to synchronize fields from a parent to a child case(s)?

 The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

 Major Issue Management needs to be installed and certain properties enabled

 No action required, this is a standard Customer Service Management feature

 The role of sn_customerservice.customer_case_manager must be assigned

NO.60 The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?

 Customer Service Manager (sn_customerservice_manager)

 System administrator (admin)

 Service organization administrator (sn_customerservice.service_organization_admin)

 Customer admin (sn_customerservice.customer_admin)

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