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The 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. This 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 (Q88-Q93):

NEW QUESTION # 88
The available case types are: (Choose two.)

A. Product SupportB. OrderC. ProductD. Support

Answer: B,D

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


NEW QUESTION # 89
What does the Agent Whisper function do?

A. Lets agents have chat conversations with other agents without the requester knowingB. Lets the chat supervisors have a conversation with the requester without the agent knowingC. Lets agents and requesters have a conversation without the chat supervisor knowingD. Lets agents and chat supervisors have a conversation without the requester knowing

Answer: D


NEW QUESTION # 90
What one of the following is optional when creating a Catalog workflow?

A. Publishing the workflowB. Managing workflow versionsC. Defining workflow activitiesD. Approving the workflow

Answer: B


NEW QUESTION # 91
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

A. FalseB. True

Answer: B

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/london-customer-service-management/page/product/ customer-service-management/task/view-csm-executive-dashboard.html


NEW QUESTION # 92
Which are the key self-service functions of the Customer Support Portal? (Choose three.)

A. Knowledge BaseB. Open An IncidentC. Service CatalogD. Community

Answer: A,C,D

Explanation:
Reference:
playbook/self-service-improvement.pdf


NEW QUESTION # 93
......

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