ServiceNow Certified Implementation Specialist — Customer Service Management257 questions across 26 pages are complete and free, with no account or card.
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Which social media channels are NOT available out-of-box?
Answer: C
OOB Social media components supported by servicenow are Facebook and Twitter.We can communicate by using these channels if social profile captured on the case form. Hence LinkedIn is NOT available OOTB
Source: Adapted from community discussion — RahulBhor
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
Answer: A
The user groups selected for this configuration. Access to this configuration is limited to the users that have the openframe user role and that belong to the selected groups. Note: If you do not select any groups, the configuration is available to all users with the openframe user role. https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/t_CreateAnOpenFrameConfiguration.html
Source: Adapted from community discussion — 123Destiny
From what places in SN can an agent create a case? (Choose three.)
Answer: ACD
Correct answer is ACD. here is a proof. Agents can create a case from: - The Customer Service Application - Any associated entities (Account, Contract, Entitlement, Asset, etc.) - A Chat Session - An interaction This information is available on CSM Fundamentals Course. You can Open Module Case — Basic Principles, Lesson 1 "Case and Case Types"
Source: Adapted from community discussion — ScareKrow_45
How many outbound email accounts are supported in Customer Service Management?
Answer: A
I would think one is correct. See in the link: "The system administrator can create multiple incoming email addresses that customers can use to communicate with customer service agents. The system administrator can also create one outgoing email address." In sn docs - Configuring the email channel: https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/c_CustomerServiceEmailCommunication.html
Source: Adapted from community discussion — LeKat
What are features of Customer Service Management? (Choose four.)
Answer: BEFG
The features of Customer Service Management (CSM) are: Skills-based routing: This feature allows incoming service requests or incidents to be automatically routed to the most appropriate agent or team based on their skills, capacity, and availability. Real-time SLAs: This feature enables service level agreements (SLAs) to be defined and monitored in real-time, allowing service agents to proactively manage and resolve issues before they breach the SLA. Service Entitlements: This feature enables organizations to define and manage service entitlements, which specify the type and level of support that customers are entitled to based on their contract or subscription. Service Contracts: This feature enables organizations to define and manage service contracts, which outline the terms and conditions of the service provided to customers.
Source: Adapted from community discussion — 123Destiny
What are the Forum User Types? (Choose three.)
Answer: BCD
Types of forum users are: - Public: Public users can view the community without logging in. By default, public users have content_read access to questions and answers in public forums. - Registered: Users who have signed up to the community and accepted the Terms & Conditions. Once logged in, their access to forum content depends on the permissions set up for each specific forum. - Custom: Specific users and user groups that are added as members to the current forum user. - Membership: A group of members who have joined a specific forum. Once logged in, their access to forums depends on the permissions set up for each specific forum. source: https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-communities/task/add-user.html
Source: Adapted from community discussion — sephereth
Which of the following are true regarding the Community Portal application? (Choose two.)
Answer: AD
Answer: A. It is available to any customer with a Community license D. Most of the configuration does not require System Administrator role Explanation: - Licensed for the Customer Service Management application & licensed for HR Service Delivery, so c. is wrong, which makes a. a logical choice - "The roles required to define requirements and set up forums include sn_communities.admin or sn_communities.forum_admin." (d.) Source: - https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-communities/task/activate-communities.html (licensing) - https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-communities/reference/r_setup-communities-admin.html ( roles)
Source: Adapted from community discussion — sephereth
If only one user reports a content for moderation, the content will be hidden.
Answer: B
Answer: B. False Explanation: Content removal is done via 1. Navigate to All > Community > Content > Contents. 2. Click the content to remove. 3. Click Actions on selected rows > Delete and confirm that you want to delete the item. Reporting doesn't hid or remove the content Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-communities/task/moderate-communities.html
Source: Adapted from community discussion — sephereth
The available case types are: (Choose two.)
Answer: BC
The case types are: Product, Order, & Custom. Source is CSM fundamentals course organizational structure and case principles "Case and Case Types".
Source: Adapted from community discussion — 123Destiny
What is required to enable the Follow the sun field on the Customer Service Case form?
Answer: D
In the fundamentals course, there is a lab where you are required to add this field to the form and enable it. Therefore, the option D is the one that makes most sense.
Source: Adapted from community discussion — Ramonf98
Keyboard:J Kmove between questionsA–Dselect an answerRshow or hide the answer← →change page
CIS-CSM practice, question 161. 257 questions available.
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