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

Question # 74

Entitlements specify the level of service provided to customers.

Options:

A.

False

B.

True

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Question # 75

What are features of Customer Service Management? (Choose four.)

Options:

A.

Timed Audits

B.

Service Entitlements

C.

Demand Management

D.

Service Prospecting

E.

Real-time SLAs

F.

Service Contracts

G.

Skills-based routing

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Question # 76

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

Options:

A.

True

B.

False

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Question # 77

Who can create a customer service case from a community discussion? (Choose two.)

Options:

A.

Customer service agent (sn_customerservice_agent)

B.

Proxy case creator (sn_customerservice.proxy_case_creator)

C.

Partner (sn_customerservice.partner)

D.

Case Viewer (sn_customerservice.case_viewer)

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Question # 78

Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?

Options:

A.

Quick Messages

B.

Quick Actions

C.

Response Templates

D.

Templates

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Question # 79

External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

Options:

A.

webDAV-compilant

B.

Web-based

C.

WebDAV-versioned

D.

Web-configurable

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Question # 80

What are the three out-of-the-box playbooks for CSM?

Choose 3 answers

Options:

A.

Case Playbook for product Support

B.

Case playbook for Onboarding

C.

Case playbook for Billing

D.

Case playbook for Accounts

E.

Case playbook for Complaints

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Exam Code: CIS-CSM
Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Last Update: Jun 14, 2025
Questions: 257
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