Question No. 1

An Account Relationship is based on a defined account relationship type. Users with the System Administrator role can define two types of relationships:

Choose 2 answers

APartner-to-customer

BCustomer-to-Consumer

CAccount-to-account

DPartner-to-account

EAccount-to-customer

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Correct Answer: C, D

Question No. 2

What is KCS (Knowledge Centered Services)?

AA bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

BA documented methodology to provide a set of best practices for creating and maintaining knowledge Most Voted

CA dashboard with specific visualization of the different knowledge bases and categories

DAn application that helps agents and managers to create cases from Knowledge articles

Show Answer

Correct Answer: B

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.

Question No. 3

The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

ATrue

BFalse

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Correct Answer: A

Question No. 4

What is the purpose of the sidebar feature in CSM Configurable Workspace?

AEnables managers lo discreetly monitor chats between agents and customers

BEnables agents to access response templates to help them resolve cases faster and more efficiently

CTo enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution

DEnables agents to keep information regarding details of the case visible at all times

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Correct Answer: C

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/conversational-interfaces/concept/exploring-sidebar.html

Question No. 5

External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?

AChange Records and Request Records

BRequest Records and Escalations

CProblem Records and Incident Records

DProblem Records and Escalations

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Correct Answer: A

Free ServiceNow CIS-CSM Exam Actual Questions

The questions for CIS-CSM were last updated On Jan 16, 2025