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Valid ServiceNow CIS-CSM Test Voucher - CIS-CSM Well Prep

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q196-Q201):

NEW QUESTION # 196
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

A. Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)
B. Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)
C. Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)
D. Activation of the Customer Service plugin (com.sn_customerservice)

Answer: A

NEW QUESTION # 197
Information about a customer's service contract is found in Knowledge.

A. False
B. True

Answer: A

NEW QUESTION # 198
What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?

A. Consumer (sn_customservice.consumer)
B. Customer (sn_suctomservice.customer)
C. Proxy Contact (sn_customservice.proxy_contact)
D. External (snc_external)

Answer: C

NEW QUESTION # 199
What benefits does scoping an application bring? (Choose three.)

A. CSM application data and business logic is protected from changes by other applications
B. Provides CSM teams autonomy and control
C. Changes in different scopes can be addressed in a single update set
D. CSM teams can move at their desired pace, independent of IT
E. Account records can be changed only while in the CSM scope

Answer: A,B,D

NEW QUESTION # 200
What is KCS (Knowledge Centered Services)?

A. An application that helps agents and managers to create cases from Knowledge articles
B. A documented methodology to provide a set of best practices for creating and maintaining knowledge Most Voted
C. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
D. A dashboard with specific visualization of the different knowledge bases and categories

Answer: B

Explanation:
https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/product/knowledge-management/concept/knowledge-centred-configuration.html#:~:text=Knowledge%2DCentered%20Service%20(KCS),KCS%20(V6)%20verified%20product.

NEW QUESTION # 201
......

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