Exam CIS-CSM: Certified Implementation Specialist – Customer Service Management

Some questions:
Q
Which table does the Account (customer_account) table extend?
A. Company (core company)
B. Business Location (sn_csm_business_location)
C. Service Organization (sn_customer_service_organization)
D. Customer (sn_customer_service__customer)

Q
Which feature provides easy-to-configure integrations between the Now Platform and third-party Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) tools or platforms?
A. Web Services
B. Active Directory
C. Import Sets
D. Integration Hub

Q
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow’s CSM application?
Choose 2 answers
A. A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver, and support them on their behalf.
B. A partner will own the relationship with their customer
C. A partner and a third party are the same in ServiceNow’s CSM application.
D. A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering.
E. A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization.

Q
Which entity represents specific versions of products being sold to and supported for customers?
A. Portfolio Products
B. Product Categories
C. Product Models
D. Sold Products

Q
What are the recommended good practices when running implementation workshops?
Choose 3 answers
A. Guide the customer toward industry best practices
B. Enforce customers to adapt their processes towards the baseline processes
C. Give the customers the data they need so they can make an informed decision
D. Any financial implication of a decision should be handled by the delivery and sales team
E. Engage with customers to gain deep understanding of their organization

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