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How to Prepare For ServiceNow Certified CIS CSM

Preparation Guide for ServiceNow Certified CIS CSM

Introduction to ServiceNow Certified CIS CSM

ServiceNow certification gives attendees the knowledge and confidence to take full advantage of the ServiceNow platform. Throughout the training and certification programs, attendees learn to configure, customize and design with real‑world examples and a hands‑on approach.

Customers demand seamless and efficient service that is easy to access and frictionless. That's why customer service providers need to be prepared to provide connected and effective service, no matter which channel a customer uses to engage.

ServiceNow Certification exams are computer‑based, multiple‑choice exams delivered by ServiceNow testing partner Kryterion, in a proctored environment. Online proctoring is also available.

The ServiceNow Certified Implementation Specialist - Customer Service Management Exam Specification defines the purpose, audience, testing options, exam content coverage, test framework, and prerequisites to become CIS-CSM Certified.

The Certified Implementation Specialist - Customer Service Management exam certifies that a successful candidate has the skills and essential knowledge to lead and contribute to the configuration, implementation, and maintenance of the ServiceNow CSM application.

ServiceNow believes in the potential of technology to reduce our employment insecurity and make people work better. They change old manual ways of working into modern digital workflows. They have an expansive portfolio of IT, HR, Customer Service, and other divisions covering the training offerings of the Now Network. If you are just getting started or ready to develop your expertise and knowledge of ServiceNow, they will teach you how to work quickly and maximize your use. Demand for specialists at ServiceNow is rising rapidly. Certification by ServiceNow gives participants the information and trust to take full advantage of the ServiceNow program. Attendees learn to configure, customize, and build with real-world examples and a hands-on approach in the training and certification programs.

SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test is beneficial for the Certified Implementation Specialist - Customer Service Management exam is available to ServiceNow customers, partners, employees, and others interested in becoming a ServiceNow Customer Service Management Certified Implementation Specialist.

ServiceNow is a software platform which supports IT Service Management (ITSM). It helps you to automate IT Business Management (ITBM). This cloud-based platform is designed based on ITIL guidelines.

ServiceNow focuses on service-orientation toward the tasks, activities, and processes. It uses machine learning to leverage data and workflows to help modern enterprise becomes faster and more scalable.

It offers the flexibility, power, and dependability to achieve the goals of the incident and problem management. Moreover, users are free to select their most comfortable support interface. It provides all the information to the technician to diagnose and repair issues while removing the dependency on spreadsheets and emails.

Sample Questions

Sample Item - Incident Management:

If a parent Incident is updated to reflect a new Assignment Group, Work Notes, andrelated Problem, which corresponding fields are updated on the child Incident(s)?

No updates are made to child Incidents
Work Notes
Assignment Group and Work Notes
Assignment Group, Work Notes, and related Problem

Sample Item - Problem Management:

When creating a problem record from an incident record, which element defines thefield mapping between the two?

Create Problem UI action
ProblemUtils script include
ProblemV2Util script include
Problem created from system property (com.sn-problem.create_from_incident.attributes)

Sample Item - Change and Release Management:

Conflict detection in change management can identify conflicts from which of thefollowing reasons?

Existing scheduled changes to the CI
The change scheduled is outside of business hours
The changes schedule does not give appropriate lead time
The change schedule is during blackout periods
The CI is not in the maintenance window

Sample Item - Knowledge Management:

Each time a knowledge article is viewed, a record with the user identity and whetherthe articles was attached to a task, is added to which table?

Knowledge Use [kb_use]
Knowledge [kb_knowledge]
Knowledge Search Log [ts_query_kb]
Knowledge Feedback [kb_feedback]

Sample Item - Service Catalog / Request Management:

Which one of the following is proper syntax for accessing values of variables from aRecord Producer script field?

current.variable_name
producer.variable_name
g_form.getReference(‘variable_name')
g_form.getVariable(‘variable_name')

Sample Item - Configuration Management Database (CMDB):

Which field on a Configuration Item (CI) may be used to route Incidents to theappropriate group to quickly resolve Incidents related to the CI?

Change Control
Assignment Group
Support Group
Managed By

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q80-Q85):

NEW QUESTION # 80
What action to be taken if the product has no configurable attributes?

A. Create new child table for Install Base Item
B. Group into existing extended Install Base Item table
C. Store it in the baseline Install Base Item table
D. Optimize data in the Install base Item table

Answer: C

NEW QUESTION # 81
Out-of-box, which functionality handles state transitioning for case management?

A. Flows
B. State Flows
C. Business Rules
D. Workflows

Answer: B

NEW QUESTION # 82
Regarding Account Teams, what is the purpose of marking a role as 'unique'?

A. Prevent the same role being used on different customer accounts
B. The role then becomes a child responsibility
C. Ensure there is a dedicated account manager for that account
D. The role then becomes a parent responsibility

Answer: B

NEW QUESTION # 83
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application?
Choose 2 answers

A. A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering.
B. A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver, and support them on their behalf.
C. A partner and a third party are the same in ServiceNow's CSM application.
D. A partner will own the relationship with their customer
E. A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization.

Answer: B,E

NEW QUESTION # 84
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :

A. sn_shn.max_num_alerts
B. sn_shn.note_preferences
C. sn_shn.popup_width

Answer: C

NEW QUESTION # 85
......

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