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ServiceNow Updated CIS-CSM Exam Questions and Answers by kiera

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ServiceNow CIS-CSM Exam Overview :

Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Exam Code: CIS-CSM Dumps
Vendor: ServiceNow Certification: CIS-Customer Service Management
Questions: 257 Q&A's Shared By: kiera
Question 24

What criteria can be used to determine when a new inbound case should be opened?

Options:

A.

When a new customer is created

B.

When an internal problem occurs

C.

When a customer has a question or issue to resolve

D.

When we have new marketing material for a customer

Discussion
Zayaan
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Fatimah Aug 26, 2026
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Question 25

When creating or importing assets for CSM, model categories are used to: (Choose three.)

Options:

A.

Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa Most Voted

B.

Group assets together Most Voted

C.

Build a classification structure for product models

D.

Model the configuration options for each product model being sold to customers

E.

Define a link between Asset classes and Configuration Item (CI) classes

Discussion
Question 26

What is the purpose of the Guided Decisions capability?

Options:

A.

Provide agents with an escalation guide

B.

Guide agents through account management

C.

Dynamically guide agents to help resolve complex cases

D.

Provide agents with a knowledge guide

Discussion
Question 27

What is knowledge article versioning?

Options:

A.

A content tracker for knowledge articles

B.

A knowledge article publishing guide

C.

The ability to manage and track article updates Most Voted

D.

A knowledge article numbering guide

Discussion
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