C Certs Club
Home
Oracle SAP Microsoft Cisco CompTIA Fortinet Salesforce Nutanix Linux Foundation Amazon View All Vendors →
Login Register

Servicenow CIS-CSM - ServiceNow Certified Implementation Specialist - Customer Service Management Certification Exam

Download Exam View Entire Exam
Page: 1 / 1
Question #1 (Topic: demo questions)

Matching rules enhance assignment capability by__________

A.
Matching best agent by availability
B.
Providing dynamic matching of cases to groups or individuals
C.
Determining if account is a customer or partner
D.
Matching best agent by skill
Correct Answer: D
Explanation:

Matching rules enhance assignment capability by enabling the system to dynamically route records—such as cases, leads, or accounts—to the most appropriate users or queues based on predefined criteria. They evaluate incoming records in real time and assign them either to individuals or groups depending on conditions like case type, priority, geography, or other field values. This ensures efficient distribution of workload and improves response time. Among the options, the most accurate description is that matching rules provide dynamic matching of cases to groups or individuals, rather than simply checking availability or identifying account type.
Question #2 (Topic: demo questions)

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
Correct Answer: A, D
Explanation:

Matching rules are based on conditions defined to evaluate incoming work items and route them appropriately. These conditions are typically driven by specific routing rules (how records should be directed based on logic you configure) and specific case attributes (such as case type, priority, region, or status).
Question #3 (Topic: demo questions)

From what places in SN can an agent create a case? (Choose three.)

A.
Customer Service Application
B.
Contact
C.
Account
D.
Chat
Correct Answer: A, C, D
Explanation:

In ServiceNow, agents can create cases from multiple places such as the Customer Service Application (A), Account (C), and Chat (D), which all provide direct or contextual access to customer information for quick case creation. These entry points help agents log issues efficiently during customer interactions, whether they are working from customer records or engaging through live chat.
Question #4 (Topic: demo questions)

Information about a customer’s service contract is found in Knowledge.

A. True
B. False
Correct Answer: A
Explanation:

Information about a customer’s service contract is not stored in Knowledge. In ServiceNow Customer Service Management, service contract details are typically stored in Contract or Entitlement records, which define what services a customer is eligible for. The Knowledge Base is used for articles, solutions, and troubleshooting information, not contractual or entitlement data.
Question #5 (Topic: demo questions)

Agents and managers cannot create knowledge articles from Community questions.

A. True
B. False
Correct Answer: B
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-servicenowplatform/
page/product/knowledgemanagement/task/create-knowledge-article.html
Download Exam
Page: 1 / 1
Next Page