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ServiceNow Updated CIS-CSM Exam Questions and Answers by matthias

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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: matthias
Question 16

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

Options:

A.

Partner

B.

Account

C.

Contact

D.

Consumer

Discussion
Melody
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Miriam
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Milan Dec 20, 2025
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Question 17

Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types?

Choose 3 answers

Options:

A.

Skill seniority

B.

Account team responsibility

C.

Related task

D.

Historical

E.

Product expertise

Discussion
Question 18

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

Options:

A.

Manage cases on behalf of customer service agents

B.

Create cases on behalf of customers

C.

Manage requests on behalf of customer service agents

D.

Create requests on behalf of customers

E.

Manage major incident communication on behalf of a customer service manager

Discussion
Question 19

Which roles can propose a case as a Major Case candidate? (Choose three.)

Options:

A.

Proxy contact (sn_customerservice.proxy_contact)

B.

Customer case manager (sn_customerservice.customer_case_manager)

C.

Customer service manager (sn_customerservice_manager) Most Voted

D.

Customer service agent (sn_customerservice_agent) Most Voted

E.

Major issue manager (sn_majorissue_mgt.major_issue_manager)

Discussion
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