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CIS-CSM Exam Dumps - ServiceNow Certified Implementation Specialist - Customer Service Management Exam

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Question # 49

The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data. What is this feature?

A.

CSM Query Rules

B.

Data Policies

C.

Access Types

D.

Filtered Lists

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Question # 50

What is required to synchronize fields from a parent to a child case(s)?

A.

The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

B.

Major Issue Management needs to be installed and certain properties enabled

C.

No action required, this is a standard Customer Service Management feature

D.

The role of sn_customerservice.customer_case_manager must be assigned

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Question # 51

Match the definitions for roles relationships.

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Question # 52

What is a case?

A.

An individual record that handles and routes issues for internal users

B.

An Individual record that Is used to identity and create automation opportunities

C.

An individual record that is used to identify and resolve a question or issue for an external customer

D.

An individual record that handles and resolves incidents tor external customers

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Question # 53

In the Customer Service Management space what defines the term asset?

A.

A physical item

B.

A specific product instance supported for a customer

C.

A product that a company supports

D.

A resource that allows a business service

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Question # 54

Which entity represents specific versions of products being sold to and supported for customers?

A.

Portfolio Products

B.

Product Categories

C.

Product Models

D.

Sold Products

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Question # 55

What is a supported external customer that, in turn, sells to and supports one or more customers?

A.

Partner

B.

Account

C.

Contact

D.

Consumer

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Question # 56

What are the conditions that matching rules are based on? (Choose two.)

A.

Agent resources best suited to work on a case

B.

Specific routing rules

C.

Filters set up in advanced work assignment

D.

Specific case attributes

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