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The eligibility criteria for appearing for the ServiceNow CIS-CSM Certification Exam are quite specific. Participants must have a minimum of six months of experience in implementing ServiceNow Customer Service Management applications. Additionally, participants should possess the requisite knowledge of ServiceNow implementation methodologies and have a good understanding of ITIL v3.0 or later. Moreover, participants need to complete ServiceNow's CIS-CSM training course, which covers the syllabus of the certification exam.

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q211-Q216):

NEW QUESTION # 211
Entitlements are counted using two types of units:

A. SLAs and contracts
B. Days and assets
C. Hours and cases
D. Cases and products

Answer: C

NEW QUESTION # 212
The default configuration automatically closes resolved Cases after how many days?

A. Cases are not automatically closed by default Most Voted
B. 3 days
C. 5 days
D. 10 days

Answer: A

NEW QUESTION # 213
What is required to synchronize fields from a parent to a child case(s)?

A. Major Issue Management needs to be installed and certain properties enabled
B. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
C. No action required, this is a standard Customer Service Management feature
D. The role of sn_customerservice.customer_case_manager must be assigned

Answer: A

NEW QUESTION # 214
Match the definitions for roles relationships.
Hot Area:

Answer:

Explanation:

NEW QUESTION # 215
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

A. Manage requests on behalf of customer service agents
B. Create cases on behalf of customers
C. Create requests on behalf of customers
D. Manage cases on behalf of customer service agents
E. Manage major incident communication on behalf of a customer service manager

Answer: B,C

Explanation:
Explanation

NEW QUESTION # 216
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