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ServiceNow CIS-CSM (ServiceNow Certified Implementation Specialist - Customer Service Management) certification exam is designed for professionals who are interested in validating their skills and knowledge of the ServiceNow platform in the area of customer service management. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is intended for individuals who have experience with ServiceNow and are looking to advance their career in the field of customer service management. CIS-CSM Exam covers key concepts such as customer service management fundamentals, service level management, and customer service management reporting.

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q116-Q121):

NEW QUESTION # 116
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

A. False
B. 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 # 117
Match the business rule to its function in the Self-Service Portal.
Hot Area:

Answer:

Explanation:

Reference:
https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-servicemanagement/reference/r_BRIWCustomerService.html

NEW QUESTION # 118
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

A. Only applications that allow WebDAV connections can be integrated
B. SharePoint blocks this integration
C. Imported external articles appear as attachments in ServiceNow
D. The imported article will have the same category it had in the source knowledge base

Answer: A,D

NEW QUESTION # 119
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

A. Create cases using email content in Outlook for the customer contact
B. Escalate a case on the add-m panel of Outlook
C. Register the sender of an email as contact
D. As the Microsoft Outlook user, register yourself as self-contributor

Answer: A,C

NEW QUESTION # 120
Which one is NOT a dependency for the Customer Service Plugin?

A. Skills Management
B. Task Activities
C. Openframe
D. Communities

Answer: D

NEW QUESTION # 121
......

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Jim Green Jim Green

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