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Test CIS-CSM Lab Questions & CIS-CSM Latest Exam Pattern

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q225-Q230):

NEW QUESTION # 225
Agents and managers cannot create knowledge articles from Community questions.

A. False
B. True

Answer: A

Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/task/create-knowledge-article.html

NEW QUESTION # 226
Entitlements are counted using two types of units:

A. Hours and cases
B. SLAs and contracts
C. Days and assets
D. Cases and products

Answer: A

NEW QUESTION # 227
Which ServiceNow products can be integrated out-of-the-box with CSM?
Choose 3 answers

A. Risk Wana9emenI
B. Strategic Portfolio Management
C. Financial Management
D. DevOps
E. ITOM Event Management

Answer: B,C,E

Explanation:
https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/integrate-csm-other-applics.html

NEW QUESTION # 228
Which combination of roles is restricted for security purposes?

A. snc_internal and sn_customerservice.consumer_agent
B. snc_internal and sn_customerservice.partner_admin
C. snc_internal and sn_customerservice__agent
D. snc_external and sn_customerservice customer

Answer: B

NEW QUESTION # 229
What is required to synchronize fields from a parent to a child case(s)?

A. Major Issue Management needs to be installed and certain properties enabled
B. The role of sn_customerservice.customer_case_manager must be assigned
C. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
D. No action required, this is a standard Customer Service Management feature

Answer: A

Explanation:
Reference:
customer-service-management/task/config-major-case-synchronization.html

NEW QUESTION # 230
......

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