ServiceNow Certified Implementation Specialist — Customer Service Management257 questions across 26 pages are complete and free, with no account or card.
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From a service provider’s perspective, is the following a product or an asset? A cable modem model that the service provider sells.
Answer: A
should be A. A product is a type of asset that represents a model or a type of item that can be sold or delivered to customers, it's on the CSM website product documentation
Source: Adapted from community discussion — sephereth
Entitlements specify the level of service provided to customers.
Answer: B
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
Answer: A
Which of the following are best practice with regard to data imports? (Choose two.)
Answer: CD
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
Answer: B
**CORRECTION** This false. Performance Analytics - Content Pack - Customer Service (com.snc.pa.customer_service) is in the tracking and analysis section of the CSM fundamentals course. It does NOT include cost information unless the PACP-Financial Mgmt plugin (as mentioned above) is also added.
Source: Adapted from community discussion — 123Destiny
Special Handling Notes can apply to which one of the following based on specific attributes?
Answer: B
Correct answer is B: Use the Special Handling Notes application to create notes that bring important information about individual records to an agent’s attention. Special Handling Notes can apply to any of the following entities, based on specific attributes: Case Account Contact Product Model Asset
Source: Adapted from community discussion — 123Destiny
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
Answer: D
D is correct. Spotlight enables you to define weighted criteria for important work and quickly identify the most important tasks based on these criteria, such as when triaging cases or performing lead scoring. You can prioritize tasks based on multiple dimensions instead of a single field value, like priority
Source: Adapted from community discussion — NokoNice
During which Now Create stage are workshops conducted?
Answer: D
Which application must be activated to enable customers to check in on-line for future appointments?
Answer: B
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
Answer: ABCF
From the CSM Fundamentals Customer Support Desk Organizational Structure: There are many influencing factors that will help determine the type of customer support desk structure required, these factors can include: Organizational structure (yours and your customers) Geographical location (yours and your customers) Language and cultural differences (yours and your customers) Time zones (yours and your customers) Industry sector (your customers) Knowledge and skills required Criticality or VIP status of contacts Number of agents required
Source: Adapted from community discussion — 123Destiny
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CIS-CSM practice, question 191. 257 questions available.
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