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ServiceNow is a powerful cloud-based platform that offers a range of IT service management solutions for businesses. One of the most popular modules of ServiceNow is the Customer Service Management (CSM) module, which helps businesses provide exceptional customer service by streamlining their support processes. To help IT professionals demonstrate their expertise in implementing and managing the ServiceNow CSM module, ServiceNow offers the CIS-CSM (ServiceNow Certified Implementation Specialist - Customer Service Management) certification exam.

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q97-Q102):

NEW QUESTION # 97
What will be the state of a case after a customer rejects the solution proposed by an agent?

A. New
B. In Progress
C. Open
D. Solution Rejected

Answer: C

NEW QUESTION # 98
Information in the Case Field 'Contact' is copied to which Incident Field?

A. Caller
B. User
C. Contact
D. Customer

Answer: A

Explanation:
Reference:
customer-service-management/reference/csm-integration-sm-incident.html

NEW QUESTION # 99
What action is required to enable agents to create an incident record for a case?

A. They must be assigned with the snc_intemal role
B. They must be assigned with the itil role
C. They must be assigned with the sn_customerservice.itsm_contributor role
D. They must be assigned with the read role for incident

Answer: B

NEW QUESTION # 100
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

A. Manage major incident communication on behalf of a customer service manager
B. Create cases on behalf of customers
C. Manage cases on behalf of customer service agents
D. Manage requests on behalf of customer service agents
E. Create requests on behalf of customers

Answer: B,E

Explanation:
Explanation

NEW QUESTION # 101
Special Handling Notes can apply to which one of the following based on specific attributes?

A. VIP
B. Holiday
C. Contact
D. Domain

Answer: C

NEW QUESTION # 102
......

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