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ServiceNow Certified Implementation Specialist - Customer Service Management Exam

Last Update Jun 15, 2025
Total Questions : 257 With Comprehensive Analysis

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CIS-CSM pdf

CIS-CSM PDF

Last Update Jun 15, 2025
Total Questions : 257 With Comprehensive Analysis

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Total Questions : 257

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers

Questions 1

What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

Options:

A.

The case action status changes to Related Task Updated

B.

The case escalates to an assignment group as defined in the default escalation template

C.

The case work notes are updated automatically

D.

The case displays a special handling note highlighting the update

Questions 2

Predictive Intelligence improves Case management by:

Options:

A.

Predicting what values should have gone into empty fields in historical records

B.

Reducing the number of records needed to accurately predict a value

C.

Replacing legacy routing rules

D.

Predicting Case values without manual intervention

Questions 3

Which of the following are true regarding the Community Portal application? (Choose two.)

Options:

A.

It is available to any customer with a Community license

B.

It is available by default with the Support and Service portals

C.

It is only available to CSM license holders

D.

Most of the configuration does not require System Administrator role

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