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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q195-Q200):

NEW QUESTION # 195
Which feature allows for the creation and management of product data and relationships within the CSM application?

A. Problem Management
B. Product Model management
C. Incident Management
D. Demand Management

Answer: B

NEW QUESTION # 196
What is required to synchronize fields from a parent to a child case(s)?

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

Answer: C

NEW QUESTION # 197
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?

A. Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true
B. Create an Access control to hide the unnecessary CIs from the itil users
C. Make a show/hide UI action to show only the desired CIs to the itil users
D. Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms Most Voted

Answer: D

NEW QUESTION # 198
When configuring email in Communication Channels, how many outgoing email addresses are supported?

A. Three
B. One
C. Unlimited
D. Two

Answer: B

NEW QUESTION # 199
What's the purpose of the Deactivate Special Handling Notes Scheduled Job?

A. Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates
B. Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated
C. Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week
D. Runs at the end of the month and deactivates all Special Handling notes more than 30 days old

Answer: A

NEW QUESTION # 200
......

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