(CIS-CSM) Certified Implementation Specialist – Customer Service Management Sample Questions

The Certified Implementation Specialist – Customer Service Management (CIS-CSM) exam attests to a candidate’s ability to lead and contribute to the configuration, implementation, and maintenance of the ServiceNow CSM application by confirming that they possess the necessary skills and knowledge. The article provides a list of (CIS-CSM) Certified Implementation Specialist – Customer Service Management Sample Questions that cover core exam topics including –

• Engagement Methodology and Project Planning (5%)
• Customer Service Management System Setup and Configuration (60%)
• Customer Service Management Integration (10%)
• CSM Portal, Knowledge Management, Service Catalog, Communities, and Performance Analytics (25%)

Advanced Sample Questions

Which of the following is a primary benefit of using a customer service management system?

• a. Improved efficiency and productivity
• b. Increased customer complaints
• c. Decreased response time
• d. All of the above

Answer: a. Improved efficiency and productivity

Explanation: Implementing a customer service management system can improve efficiency and productivity by automating certain tasks, streamlining workflows, and providing better visibility into customer data.

Which of the following is a key component of a customer service management system?

• a. Knowledge management
• b. Sales forecasting
• c. Human resources management
• d. Marketing automation

Answer: a. Knowledge management

Explanation: Knowledge management is a key component of a customer service management system. It allows agents to access a centralized knowledge base of information to help them answer customer inquiries more quickly and accurately.

Which of the following is an important consideration when selecting a customer service management system?

• a. The cost of the system
• b. The number of features offered
• c. The level of customization available
• d. All of the above

Answer: d. All of the above

Explanation: When selecting a customer service management system, it’s important to consider a variety of factors, including the cost of the system, the features offered, the level of customization available, and more.

Which of the following is a best practice for managing customer service requests?

• a. Responding to requests in a timely manner
• b. Ignoring requests from unhappy customers
• c. Providing inconsistent responses
• d. All of the above

Answer: a. Responding to requests in a timely manner

Explanation: Responding to customer service requests in a timely manner is a best practice for managing customer service requests. Ignoring requests or providing inconsistent responses can lead to unhappy customers and damage to your brand reputation.

Which of the following is a benefit of using a customer service management system to manage customer interactions?

• a. Improved customer satisfaction
• b. Increased customer complaints
• c. Decreased agent productivity
• d. All of the above

Answer: a. Improved customer satisfaction

Explanation: Using a customer service management system can help improve customer satisfaction by providing faster and more accurate responses to customer inquiries, increasing visibility into customer data, and streamlining workflows for agents.

Which of the following is an important consideration when designing a customer service management system?

• a. The number of customer service channels offered
• b. The complexity of the system
• c. The level of automation provided
• d. All of the above

Answer: d. All of the above

Explanation: When designing a customer service management system, it’s important to consider a variety of factors, including the number of customer service channels offered, the complexity of the system, and the level of automation provided.

Which of the following is a benefit of integrating a customer service management system with other business systems?

• a. Improved data accuracy
• b. Reduced system complexity
• c. Increased agent training requirements
• d. All of the above

Answer: a. Improved data accuracy

Explanation: Integrating a customer service management system with other business systems can help improve data accuracy by reducing the need for manual data entry and ensuring that all data is consistent across different systems.

Which of the following is an important consideration when selecting customer service channels to offer?

• a. Customer preferences
• b. Agent skillsets
• c. Cost of implementation
• d. All of the above

Answer: d. All of the above

Explanation: When selecting customer service channels to offer, it’s important to consider a variety of factors, including customer preferences, agent skillsets, and the cost of implementation.

Which of the following is a key benefit of implementing a customer service management system with mobile capabilities?

• a. Increased agent productivity
• b. Reduced customer satisfaction
• c. Improved data accuracy
• d. All of the above

Answer: a. Increased agent productivity

Explanation: Implementing a customer service management system with mobile capabilities can help increase agent productivity by allowing agents to access customer data and respond to inquiries while on the go.

Which of the following is a best practice for handling customer complaints in a customer service management system?

• a. Acknowledge the complaint and apologize for any inconvenience
• b. Blame the customer for the issue
• c. Provide a generic response without addressing the customer’s specific concerns
• d. All of the above

Answer: a. Acknowledge the complaint and apologize for any inconvenience

Explanation: When handling customer complaints in a customer service management system, it’s important to acknowledge the complaint and apologize for any inconvenience. Blaming the customer or providing a generic response can worsen the situation and damage your brand reputation.

Basic Sample Questions

Q1)What locations in SN may an agent use to construct a case from? (Select three.)

• A. Customer Service Application
• B. Contact
• C. Account
• D. Chat

Correct Answer: A, B and C

Q2)What conditions are the foundation of matching rules in Certified Implementation Specialist – Customer Service Management? (Select two.)

• A. The optimal agent resources for a case are specific routing rules

• B. filters put up in advanced work assignment

• C. specific case attributes

• D. specific case attributes

Correct Answer: A and D

Q3)Which of the following, based on particular characteristics, qualifies for Special Handling Notes?

• A. Domain
• B. Contact
• C. Holiday
• D. VIP

Correct Answer: C

Q4)Which of the following applies to a matching rule’s condition?

• A. Agent domain
• B. Assignment
• C. Switching
• D. Specific case attributes

Correct Answer: B

Q5)What do the blue circles in a case form’s timeline indicate?

• A. Note
• B. State
• C. Activity
• D. Comment

Correct Answer: B

Q6)By removing the guesswork, predictive intelligence enhances triage quality. Which of the following decisions is supported by predictive intelligence? (Select two.)

• A. Case Escalation
• B. Case State
• C. Case Categorization
• D. Case Prioritization

Correct Answer: C and D

Q7)Predictive intelligence improves the quality of triage by doing away with guesswork. Which of the following choices has predictive intelligence backing it up? (Choose two.)

• A. Apply Role by Customer
• B. Auto Assessment
• C. Change Update to Close
• D. Update Case Entitlement

Correct Answer: B and D

Q8)What are the CSM Suite Implementations’ Critical Success Factors? (Select four.)

• A. Identify the company’s pain points
• B. Offer customers dependable service
• C. Understand the use cases thoroughly

• D. Specify the time required to create the related criteria.
• E. The quality of the implementation depends on the underlying process

Correct Answer: A,C, D and E

Q9)When developing solutions, what should be prioritised? (Select three.)

• A. Minimize customizations
• B. Focus Out-of-the-box functionality
• C. Design for Scalability
• D. Mobile friendly functionality

Correct Answer: B, C and D

Q10)Before the Workshop, what function does the Engagement Manager perform? (Select two.)

• A. Project Manager
• B. Acts as intermediary
• C. Provides answers to technical problems
• D. Assists with technical requirements

Correct Answer: A and D

Q11)What ought to be included in the pre-engagement materials?

• A. Frequently Asked Questions (FAQ)
• B. Scoping Guide
• C. Customer Service roles template
• D. Stock Keeping Unit (SKU) and pricing sheet

Correct Answer: C

Q12)Which of these scenarios makes use of the contextual search framework to deliver knowledge search results?

• A. Only entering the query into the portal
• B. Only the record producer
• C. Record Producer in addition to Portal Question Entry
• D. None of the preceding

Correct Answer: B

Q13)Which of the following statements on the incorporation of external content into a ServiceNow Knowledge base is accurate? (Select two.)

• A. In ServiceNow, imported external articles show up as attachments
• B. Integration is only possible with programmes that support WebDAV connections.
• C. The categorization for the imported article will match what it had in the original knowledge base.
• D. This integration is prohibited by SharePoint.

Correct Answer: B and C

Q14)Which of the following can be used to limit access to a knowledge base or article based on a customer’s assets and the product models? (Select two.)

• A. Knowledge Product Entitlements
• B. Data Policy
• C. ACL
• D. User Criteria

Correct Answer: B and D

Q15)What advantages does Knowledge Product Entitlement offer? (Select three.)

• A. Reduces the number of calls received

• B. facilitates agents’ ability to manage case loads
• C. Information regarding the customer’s service contract
• D. Permits access to Knowledge Articles pertaining to the customer’s own items
• E. Targeted product promotion

Correct Answer: A,B and C

Q16)What traits do Knowledge Categories possess?

• A. Shareable across KBs: Yes ; Multi-Level: No
• B. Shareable across KBs: No ; Multi-Level: Yes
• C. Shareable across KBs: No ; Multi-Level: No
• D. Shareable across KBs: Yes ; Multi-Level: Yes

Correct Answer: B

Q17)Which of the following can users with the sn customerservice.proxy contact role do? (Select two.)

• A. Handle matters on customer service agents’ behalf
• B. Establish cases on the client’s behalf
• C. Handle inquiries on the customer service representatives’ behalf
• D. Submit requests on the client’s behalf
• E. Lead the communication for a customer service manager during a major occurrence.

Correct Answer: B and D

Q18)Which of the following options is not required while setting up a Catalog workflow?

• A. Publishing the workflow
• B. Defining workflow activities
• C. Approving the workflow
• D. Managing workflow versions

Correct Answer: D

Q19)In what module are Case Record Producers created?

• A. Case Record Producers
• B. Edit Records
• C. Record Producers
• D. Maintain Records

Correct Answer: C

Q20)Which one doesn’t the Customer Service Plugin require?

• A. Task Activities
• B. Skills Management
• C. Openframe
• D. Communities

Correct Answer: D