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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q140-Q145):

NEW QUESTION # 140
Which are the key self-service functions of the Customer Support Portal? (Choose three.)

A. Open An Incident
B. Community
C. Service Catalog
D. Knowledge Base

Answer: B,C,D

NEW QUESTION # 141
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

A. Manage requests
B. Close work orders
C. Manage assets
D. Execute assigned tasks
E. Manage cases

Answer: B,D,E

Explanation:
Explanation
Explanation:
When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.
Reference: https://docs.servicenow.com/bundle/madrid-field-service-management/page/product/field- service-management/concept/mobile-experience-fsm.html

NEW QUESTION # 142
To which entities can Special Handling Notes be applied out of the box?

A. Sold Product
B. Consumer
C. Entitlement

Answer: B

NEW QUESTION # 143
Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

A. The create contact (consumer) feature is only available in the Agent Workspace
B. The create contact (consumer) feature is available in all CSM Workspaces
C. The create contact (consumer) feature is not available in any of the CSM Workspaces
D. The create contact (consumer) feature is only available in the CSM Configurable Workspace Most Voted

Answer: D

NEW QUESTION # 144
What action to be taken if the product has no configurable attributes?

A. Store it in the baseline Install Base Item table
B. Create new child table for Install Base Item
C. Group into existing extended Install Base Item table
D. Optimize data in the Install base Item table

Answer: A

NEW QUESTION # 145
......

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