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QUESTION NO: 1
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent
Workspace.
Options are :
A. False
B. True
Answer: B
QUESTION NO: 2
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
A. Imported external articles appear as attachments in ServiceNow
B. The imported article will have the same category it had in the source knowledge base
C. Only applications that allow WebDAV connections can be integrated
D. SharePoint blocks this integration
Answer: B,C
Explanation
QUESTION NO: 3
Special Handling Notes can apply to which one of the following based on specific attributes?
A. Contact
B. VIP
C. Holiday
D. Domain
Answer: C
QUESTION NO: 4
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary's house.
A. B2C
B. B2B
Answer: A
QUESTION NO: 5
Which of the following are channels? (Choose two.)
A. Article
B. Contacts
C. Chat
D. Web
Answer: C,D
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Updated: May 26, 2022
Exam Code: CIS-CSM
Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Updated: June 17, 2025
Total Q&As:261
ServiceNow CIS-CSM Reliable New Test Format
Free Download
Exam Code: CIS-CSM
Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Updated: June 17, 2025
Total Q&As:261
ServiceNow CIS-CSM Study Test
Free Download
Exam Code: CIS-CSM
Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Updated: June 17, 2025
Total Q&As:261
ServiceNow New CIS-CSM Test Objectives Pdf
Free Download