CIS-Customer Service Management CIS-CSM Release Date

ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers

Question 25

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

Question 26

Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

The create contact (consumer) feature is available in all CSM Workspaces

The create contact (consumer) feature is not available in any of the CSM Workspaces

The create contact (consumer) feature is only available in the CSM Configurable Workspace Most Voted

The create contact (consumer) feature is only available in the Agent Workspace

Question 27

What is knowledge article versioning?

A content tracker for knowledge articles

A knowledge article publishing guide

The ability to manage and track article updates Most Voted

A knowledge article numbering guide

Question 28

What are the different resource matching methods on the Matching Rule form?

Choose 3 answers

Skill

History

Scripted

Selection Criteria

Simple