ServiceNow CIS - Customer Service Management (CIS-CSM) Practice Test
Gana confianza para ServiceNow CIS - Customer Service Management (CIS-CSM). Practica los conceptos, comprende las respuestas y refuerza tus conocimientos pregunta a pregunta.
Probar una preguntaDescripción y detalles del examen
La certificación ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) valida las habilidades necesarias para implementar y configurar la aplicación ServiceNow Customer Service Management (CSM). El examen cubre los conceptos básicos de CSM, incluyendo account and contact management, case management, entitlements and SLAs, agent workspace configuration, omni-channel routing, self-service portals, virtual agent setup, reporting and dashboards, e integración con otros módulos de ServiceNow como Field Service Management e IT Service Management. Los candidatos de CIS-CSM deben demostrar experiencia práctica en la implementación en la plataforma ServiceNow, incluyendo el entendimiento del CSM data model, workflow configuration y la personalización del portal orientado al cliente, y esta certificación es valorada por ServiceNow implementation partners y organizaciones empresariales que implementan ServiceNow para operaciones de servicio al cliente externo.
Preguntas de Muestra
Elige una respuesta y consulta la explicación para ver cómo funciona la práctica.
Which of the following is correct about Household Entities?
What are employees with the Proxy Contact role allowed to do? (Choose 2.)
What changed about query rules and filters in Quebec?
A ServiceNow CIS-CSM implementation team is working in a Washington DC to Xanadu-era Customer Service Management deployment. A team wants newly submitted CSM cases categorized from short descriptions using trained historical case data. Which capability is the best fit?
What features does the Customer Service Portal home provide? (Choose 3.)
Oportunidades profesionales y salario
Los rangos son cifras del mercado de EE. UU. salvo que se muestre un rango local.
Qué temas cubre este examen
Usa las ponderaciones publicadas de los dominios para planificar tu estudio. Los resultados de práctica no predicen tu puntuación en el examen de certificación.
01CSM configuration
Temas
- CSM in ServiceNow
- Routing and assignment
- Case types
- Channels
Objetivos de aprendizaje
- CSM in ServiceNow
- Routing and assignment
- Case types
- Channels
02CSM foundational data model
Temas
- Business models
- Product models
- Install base management
- Contracts and entitlements
Objetivos de aprendizaje
- Business models
- Product models
- Install base management
- Contracts and entitlements
03Case management
Temas
- Case state flows
- Major issue management
- Case digests and service definitions
- CSM workspace
- Case actions, tasks, and escalations
Objetivos de aprendizaje
- Case state flows
- Major issue management
- Case digests and service definitions
- CSM workspace
- Case actions, tasks, and escalations
04CSM Best Practices and Knowledge Management
Temas
- CSM Best Practices: ServiceNow Architecture
- Customer Service End to End Processes
- Defining Project Scope
- Knowledge Management: Knowledge Functionality Overview
- Article Quality Index (AQI)
- Knowledge Blocks and Search
- Bulk Translations
Objetivos de aprendizaje
- CSM Best Practices: ServiceNow Architecture
- Customer Service End to End Processes
- Defining Project Scope
- Knowledge Management: Knowledge Functionality Overview
- Article Quality Index (AQI)
- Knowledge Blocks and Search
- Bulk Translations
05CSM Workspace, Portals, Service Catalog, Analytics, and Reporting
Temas
- Portals and Service Catalog
- Special handling notes, SLAs, and Targeted communications
- Platform Analytics and Reporting
Objetivos de aprendizaje
- Portals and Service Catalog
- Special handling notes, SLAs, and Targeted communications
- Platform Analytics and Reporting