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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q46-Q51):

NEW QUESTION # 46
Major Issue Management uses which one of the following capabilities?

A. Record producers
B. Asset management
C. Targeted Communications
D. Governance Risk and Control

Answer: C

Explanation:
Reference:
customer-service-management/concept/major-issue-management.html

NEW QUESTION # 47
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)

A. Customer service portal
B. Service catalog
C. Communities
D. Knowledge articles
E. Consumer service portal

Answer: B,C,D

NEW QUESTION # 48
From a security perspective, scoping brings several benefits: (Choose two.)

A. Improves instance security by limiting accessibility to other applications on the instance
B. The scope holds the records and acts as a container for the desired Customer Service Management Applications
C. Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals
D. IT can manage and control the pace of the CSM teams because dependencies have been put in place

Answer: B,C

NEW QUESTION # 49
Information about a customer's service contract is found in Knowledge.

A. True
B. False

Answer: B

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html

NEW QUESTION # 50
How are ServiceNow's out-of-the-box Customer Service Management applications packaged? (Choose two.)

A. Update Sets
B. Plugins
C. Through private scopes
D. Store Apps

Answer: B,D

NEW QUESTION # 51
......

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