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CIS-CSM Exam Dumps - ServiceNow CIS-Customer Service Management Questions and Answers

Question # 44

Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types?

Choose 3 answers

Options:

A.

Skill seniority

B.

Account team responsibility

C.

Related task

D.

Historical

E.

Product expertise

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Question # 45

Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?

Options:

A.

External (snc_external)

B.

Account Contact (sn_cusiometservice.accouni_contactf

C.

Cusiomer(sn_customerservice.customer)

D.

Case Creator (sn_customer service, case creator)

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Question # 46

Articles can provide the following: (Choose three.)

Options:

A.

Document current and known issues

B.

Provide answers and responses to common issues or questions

C.

Information about customer’s service contract

D.

Share product information

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Question # 47

Match the definitions for roles relationships.

Hot Area:

Options:

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Question # 48

From a service provider’s perspective, is the following a product or an asset?

A cable modem model that the service provider sells.

Options:

A.

Product

B.

Asset

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Question # 49

What does Major issue Management use to identify all other customers impacted by a major case?

Options:

A.

Account lists

B.

Customer Product lists

C.

Notify lists

D.

Recipient lists

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Question # 50

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

Options:

A.

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

B.

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

C.

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

D.

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

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Question # 51

What is included in an account relationship record?

Choose 3 answers

Options:

A.

Primary contact

B.

Parent/Child related records

C.

The account relationship type that this relationship record is based on

D.

A target account

E.

A source account

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Question # 52

The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data. What is this feature?

Options:

A.

CSM Query Rules

B.

Data Policies

C.

Access Types

D.

Filtered Lists

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Question # 53

What should be part of the pre-engagement collateral?

Options:

A.

Frequently Asked Questions (FAQ)

B.

Scoping Guide

C.

Customer Service roles template

D.

Stock Keeping Unit (SKU) and pricing sheet

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Exam Code: CIS-CSM
Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Last Update: Aug 17, 2025
Questions: 257
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