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ServiceNow CIS-CSM Certification Exam covers a range of topics related to the CSM module, including service level agreements, case management, knowledge management, customer service analytics, and the integration of CSM with other ServiceNow modules. Candidates who pass the exam demonstrate their ability to configure and customize the CSM module to meet the specific needs of their organization. They also understand how to leverage the platform's capabilities to drive customer satisfaction and improve service delivery.

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q249-Q254):

NEW QUESTION # 249
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.

A. Asset
B. Product

Answer: B

NEW QUESTION # 250
The available case types are: (Choose two.)

A. Product
B. Order
C. Support
D. Product Support

Answer: B,C

Explanation:
Reference:
customer-service-management/concept/manage-csm-case-types.html

NEW QUESTION # 251
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

A. Register the sender of an email as contact
B. Escalate a case on the add-m panel of Outlook
C. As the Microsoft Outlook user, register yourself as self-contributor
D. Create cases using email content in Outlook for the customer contact

Answer: A,D

NEW QUESTION # 252
What attribute/field is employed to construct the hierarchy of Install Base Items in a system?

A. Child Install Base Item
B. Parent Install Base Item
C. Root Install Base Item
D. Configurable Attributes

Answer: B

NEW QUESTION # 253
Which of the following are true regarding the Community Portal application? (Choose two.)

A. It is available to any customer with a Community license
B. It is only available to CSM license holders
C. Most of the configuration does not require System Administrator role
D. It is available by default with the Support and Service portals

Answer: A,B

NEW QUESTION # 254
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