ServiceNow CIS-CSM Actual Questions

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

Question 69

Match the definitions for roles relationships.

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Question 70

What action can be performed by a Customer Admin (sn_customerservice.customer_admin) and NOT by a Customer (sn_customerservice.customer) in the Customer Service Portal?

Options:

Can resolve cases reported by themselves

Can view assets belonging to their account

Can create and update contacts for their accounts

Can create, view, and edit cases for their account

Question 71

What is required to enable the Follow the sun field on the Customer Service Case form?

Options:

Nothing, it is a standard field

The value property on the form must be set to true

The plugin ‘com.snc.csm_time_recording’ needs to be activated

The value property on the form must be set to true and the field added to the case form

Question 72

What is required to synchronize fields from a parent to a child case(s)?

Options:

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

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

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