Newly Released ServiceNow CIS-CSM Exam PDF

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

Question 5

What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

Reduces call volume

Makes it easier for Agents to manage case volume

Allows access to Knowledge Articles that are related to products owned by a customer

Information about customer’s service contract

Question 6

What is a limitation regarding synchronization between a case and its associated work order?

If information changes on the Case form it is not updated on the Work Order form

Updates on a case or work order will only synchronize after the work order is approved

When creating a work order from a case only the Account field on the work order form is filed in but not the Company field

The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized

Question 7

Read the use case below to determine if the customer service relationship is B2B or B2C.

Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage

is local to the customer and scheduled a technician to Mary’s house.

B2C

B2B

Question 8

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