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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q199-Q204):

NEW QUESTION # 199
User criteria records may be applied to which knowledge items?

A. Knowledge Base and Category
B. Knowledge Base
C. Knowledge Base and Article
D. Knowledge Base, Category and Article

Answer: C

Explanation:
https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/knowledge-management/task/t_SelectUserCriteria.html

NEW QUESTION # 200
Match the definitions for roles relationships.
Hot Area:

Answer:

Explanation:

NEW QUESTION # 201
Which type of catalog item may be found in a Service Catalog?

A. Content Items Most Voted
B. Execution Plans
C. Categories
D. Requested Items

Answer: A

NEW QUESTION # 202
Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?

A. Accounts
B. Individuals
C. Partners
D. Contacts

Answer: B

NEW QUESTION # 203
A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?

A. New > Work in Progress > On Hold > Work in Progress > Resolved > Closed
B. New > Open > Awaiting Info > Open > Resolved > Closed
C. New > Open > Work in Progress > Solution Proposed > Closed
D. Open > Pending > Work in Progress > Resolved > Closed

Answer: B

Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseStates.html

NEW QUESTION # 204
......

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New Launch CIS-CSM Questions (PDF) [2025] - ServiceNow CIS-CSM Exam Dumps

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q199-Q204):

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