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Certified Implementation Specialist - Customer Service Management Exam Dumps

Servicenow-CIS-CSM Exam Format | Course Contents | Course Outline | Exam Syllabus | Exam Objectives

Exam content is divided into Learning Domains that correspond to key topics and
activities typically encountered during ServiceNow implementations. In each Learning
Domain, specific learning objectives have been identified and are tested in the exam.
The following table shows the learning domains, weightings, and sub-skills measured by
this exam and the percentage of questions represented in each domain. The listed subskills should NOT be considered an all-inclusive list of exam content.

• Baseline Application Functionality

o Basic and advanced features in baseline installation of the current release

o Functionality and features added or changed in the current release

o State model and default process flow

o Basic and advanced operations performed by users and the system

• Architecture and Security

o Key tables used in the application

o Relationships among application tables

o Roles and default Access Controls

o Primary application components (Script Includes, Business Rules, etc.)

o Integration capabilities

• Business Cases / Use Cases

o Value proposition

o Key Performance Indicators and Benchmarks

o Selection of appropriate features and functions to meet business requirements

Learning Domain % of Exam

1 Incident Management 25%

2 Problem Management 10%

3 Change and Release Management 25%

4 Knowledge Management 10%

5 Request Fulfillment 25%

6 Configuration Management Database 5%

Total 100%

Exam Structure

The exam consists of approximately 60 questions. For each question on the
examination, there are multiple possible responses. The person taking the exam reviews
the response options and selects the most correct answer to the question.

Multiple Choice (single answer)

For each multiple-choice question on the exam, there are at least four possible
responses. The candidate taking the exam reviews the response options and selects the
one response most accurately answers the question.

Multiple Select (select all that apply)

For each multiple-select question on the exam, there are at least four possible
responses. The question will state how many responses should be selected. The
candidate taking the exam reviews the response options and selects ALL responses that
accurately answer the question. Multiple-select questions have two or more correct
responses.

Exam Results

After completing and submitting the exam, a pass or fail result is immediately
calculated and displayed to the candidate. More detailed results are not provided to
the candidate.

Exam Retakes

If a candidate fails to pass an exam, they may register to take the exam again up to
three more times for a cost of $100.

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ServiceNow
Servicenow-CIS-CSM
Certified Implementation Specialist - Customer Service
Management
http://killexams.com/pass4sure/exam-detail/Servicenow-CIS-CSM
Question: 53
Special Handling Notes can apply to which one of the following based on specific attributes?
A. Domain
B. Contact
C. Holiday
D. VIP
Answer: C
Question: 54
Predictive Intelligence improves Case management by:
A. Predicting what values should have gone into empty fields in historical records
B. Reducing the number of records needed to accurately predict a value
C. Replacing legacy routing rules
D. Predicting Case values without manual intervention
Answer: D
Question: 55
What are the conditions that matching rules are based on? (Choose two.)
A. Agent resources best suited to work on a case
B. Specific routing rules
C. Filters set up in advanced work assignment
D. Specific case attributes
Answer: AD
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-
service-management/concept/c_CaseRouting.html
Question: 56
Matching rules enhance assignment capability by ____________________.
A. Matching best agent by availability
B. Providing dynamic matching of cases to groups or individuals
C. Determining if account is a customer or partner
D. Matching best agent by skill
Answer: A
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-
service-management/concept/c_CaseRouting.html
Question: 57
Information about a customer�s service contract is found in Knowledge.
A. False
B. True
Answer: A
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-
service-management/concept/c_ContractsAndEntitlements.html
Question: 58
From what places in SN can an agent create a case? (Choose three.)
A. Customer Service Application
B. Contact
C. Account
D. Chat
Answer: ABC
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-
service-management/reference/r_CustomerServiceCaseForm.html
Question: 59
Agents and managers cannot create knowledge articles from Community questions.
A. True
B. False
Answer: B
Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a
manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can
publish, edit, and retire knowledge articles that they are associated with.
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge-
management/task/create-knowledge-article.html
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Certified Implementation Specialist - Customer Service Management Exam Dumps

Servicenow-CIS-CSM Exam Format | Course Contents | Course Outline | Exam Syllabus | Exam Objectives

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Servicenow-CIS-CSM Sample Questions

Killexams VCE Exam Simulator 3.0.9

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Latest 2023 Updated Servicenow-CIS-CSM Real Exam Questions

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