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  • Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
  • Last Update: 19-Apr-2024
  • Questions and Answers: 229
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CIS-CSM Questions and Answers

Question # 1

From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)

A.

Account

B.

Incident

C.

Customer Service Application

D.

Special Handling Note

E.

Chat

Question # 2

A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)

A.

Customer service manager (sn_customerservice_manager)

B.

System administrator (admin) Most Voted

C.

Customer administrator (sn_customerservice.customer_admin) Most Voted

D.

Partner administrator [sn_customerservice.partner_admon] Most Voted

E.

Service organization administrator (sn_customerservice.service_organization_admin)

Question # 3

What is a limitation regarding synchronization between a case and its associated work order?

A.

If information changes on the Case form it is not updated on the Work Order form

B.

Updates on a case or work order will only synchronize after the work order is approved

C.

When creating a work order from a case only the Account field on the work order form is filed in but not the Company field

D.

The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized

Question # 4

Who can create a customer service case from a community discussion? (Choose two.)

A.

Customer service agent (sn_customerservice_agent)

B.

Proxy case creator (sn_customerservice.proxy_case_creator)

C.

Partner (sn_customerservice.partner)

D.

Case Viewer (sn_customerservice.case_viewer)

Question # 5

Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

A.

Open an incident

B.

Viewing knowledge articles

C.

Live chat

D.

Consumer self-registration

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