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ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) exam is designed for professionals who are looking to validate their skills and knowledge in implementing ServiceNow Customer Service Management solutions. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is intended for individuals who possess a deep understanding of customer service processes and are proficient in configuring and customizing the ServiceNow platform to meet the needs of their clients. The CIS-CSM Exam is a rigorous test of a candidate's abilities and requires a thorough understanding of ServiceNow functionality, including Incident Management, Knowledge Management, Service Level Management, and Service Catalog Management.

ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q194-Q199):

NEW QUESTION # 194
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :

A. False
B. True

Answer: B

NEW QUESTION # 195
What's the purpose of the Deactivate Special Handling Notes Scheduled Job?

A. Runs at the end of the month and deactivates all Special Handling notes more than 30 days old
B. Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated
C. Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week
D. Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates

Answer: D

NEW QUESTION # 196
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

A. Execute assigned tasks
B. Manage requests
C. Manage assets
D. Close work orders
E. Manage cases

Answer: A,D,E

Explanation:
When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.

NEW QUESTION # 197
What are the types of matching criteria for Customer Service? (Choose four.)

A. Matching Skills Most Voted
B. Distance
C. Partner Hours
D. Assigned Cases Most Voted
E. Availability Today Most Voted
F. Certifications
G. Last Assigned Most Voted

Answer: A,D,E,G

NEW QUESTION # 198
When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

A. Social Channels
B. Additional comments
C. Work notes
D. Social Profiles
E. Social Logs

Answer: E

NEW QUESTION # 199
......

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