ServiceNow CIS-CSM Exam Questions Simulate Actual CIS-CSM Exam

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June 17, 2024

CIS-CSM exam dumps questions are designed to simulate the actual exam. This means that you will get a feel for the types of questions you can expect to see on the exam, as well as the format and difficulty level. In addition, Certified Implementation Specialist CIS-CSM dumps are often accompanied by detailed explanations and answers. This means that if you get a question wrong, you can learn from your mistake and understand why the correct answer is the right one. Test free online CIS-CSM exam dumps below.

Page 1 of 8

1. Which of the following roles cannot update a consumer’s record?

sn_customerservice_agent

sn_customerservice_manager

sn_customerservice.consumer_agent

admin

2. Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application? Choose 2 answers

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.

A partner will own the relationship with their customer

A partner and a third party are the same in ServiceNow's CSM application.

A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering.

A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization.

3. Which of the following is a condition for matching rules?

Agent domain

Assignment

Switching

Specific case attributes

4. Which social media channels are NOT available out-of-box?

Facebook

Twitter

All of the above

None of the above

5. In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?

The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner

A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle

Asset management has different use cases for tracking specific products or services customers are using Most Voted

It includes all of the data crucial to support customers as efficiently as possible

6. Which of the following is correct regarding the social med a channel?

Cases cannot be created from any of the social channels

Cases are NOT created automatically from any of the social channels

Cases can be created automatically depending on which social channel is used

Cases are created automatically from all of the social channels

7. Matching rules enhance assignment capability by ____________________.

Matching best agent by availability

Providing dynamic matching of cases to groups or individuals

Determining if account is a customer or partner

Matching best agent by skill

8. In Advanced Work Assignment, what does the overflow assignment capability do, if defined?

Uses matching and assignment rules to send work Hems to the agent with the most capacity

When one support group reaches capacity the work Item is automatically routed to another group

Uses matching and assignment rules to send won* items to the agent with the highest availability

Routes cases to different groups based on their skill set and availability

9. From what places in SN can an agent create a case? (Choose three.)

Customer Service Application

Contact

Account

Chat

10. Partner admin (sn_customerservice.partner_admin) contacts have access to:

Their customer account

Their partner accounts

Both

Neither

Page 2 of 8

11. When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

Social Channels

Social Profiles

Social Logs

Work notes

Additional comments

12. How many active OpenFrame configurations can you have on an instance?

Unlimited

13. External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals.

What can they approve in relation to cases via the portals?

Change Records and Request Records

Request Records and Escalations

Problem Records and Incident Records

Problem Records and Escalations

14. Which concept primarily relates to how customer data is used for major case management?

Allocation of resources based on real-time data

Identification of frequent service issues

Customization of case templates

Consolidation of customer interaction histories

15. What module is used to create Case Record Producers?

Case Record Producers

Edit Records

Record Producers

Maintain Records

16. Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)

Can research questions issues, or problems, and create view and edit cases for only their own accounts

Can assign the roles to other contacts in the same account

Can view assets belonging to their account

Can edit information or roles for existing contacts

17. How can multiple service catalogs be made available on the Customer Service Portal?

Include them in the list of service catalogs on the Customer Service Portal record

Add them to the list of service catalogs in the Customer Service Portal header widget options

Create user criteria for each of the applicable service catalogs

Only the Customer Service service catalog can be used on the Customer Service Portal

18. When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

Order

Contract

FAQ

Monitoring

Request

Billing

19. Out-of-box, which functionality handles state transitioning for case management?

Business Rules

Flows

Workflows

State Flows

20. External content integration is important for agents to be able to access knowledge articles from external sources.

ALL external sources must be:

webDAV-compilant

Web-based

WebDAV-versioned

Web-configurable

Page 3 of 8

21. The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data.

What is this feature?

CSM Query Rules

Data Policies

Access Types

Filtered Lists

22. What attribute is unique to a Sold Product in the install Base Data Model?

Warranty period

Product instance's detailed specifications

Ownership by customer

installation date

23. ________________ is a role for managing all of the cases in an account and any related child accounts.

Partner administrator [sn_customerservice.partner_admin]

Consumer [sn_customerservice.consumer]

Customer [sn_customerservice.customer]

Partner [sn_customerservice.partner]

Customer case manager [sn_customerservice.customer_case_manager]

Customer administrator [sn_customerservice.customer_admin]

24. Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow’s and enable organizations to notify customers whose services or products are impacted by an outage or issue.

What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

Proactive Prevention

Service-Aware Install Base Most Voted

Service Reporting

Proactive Case Most Voted

Service-Aware CMDB

Service Monitoring

25. Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type.

Which of these are these affinity types? Choose 3 answers

Skill seniority

Account team responsibility

Related task

Historical

Product expertise

26. When are child cases updated from the parent case?

Clicking on the Child Sync UI

Scheduled Job

Automatically upon update of parent

When the Sync scheduled job runs

27. As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case.

Which action is required to create the knowledge gap?

Document the knowledge gap in the case worn notes and escalate the case

Use Related Links on the case form to report a knowledge gap

Post a question in one of the various Customer Service Management knowledge bases

Use the Create Knowledge button on the case form to report a knowledge gap

28. What is the primary output from the Requirements Gathering workshop?

Schedules

Use Cases

Stories

Personas

29. What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

Reduces call volume

Makes it easier for Agents to manage case volume

Allows access to Knowledge Articles that are related to products owned by a customer

Information about customer’s service contract

30. Which entity denotes the product instance that has been installed or provisioned for a customer?

Service Agreement

Install Base Item

Contract

Sold Product

Page 4 of 8

31. How many outbound email accounts are supported in Customer Service Management?

One

Unlimited

Two

One per business service

32. Which application must be activated to enable customers to check in on-line for future appointments?

Business Location

Walk-Up Experience

Field Service Management

Service Organization

33. What are the advantages of leading indicators over lagging indicators? (Choose two.)

Hard to influence

Prospective Most Voted

Retrospective

Easy to influence

34. Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?

Maybe

Yes

I don't know

35. What are the types of units used in counting for entitlements in ServiceNow?

And the options are:

Incidents and Problems

Tasks and Projects

Cases and Hours

Requests and Changes

36. What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

Publish Workaround

Document a Known error

Complete Investigation

Complete RCA

Document Five Whys

37. Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

Case Performance

Case Analytics

Case Digest

Case Spotlight

38. Which roles are responsible for maintaining account team membership? (Choose two.)

Customer Admin [sn_customerservice.customer.admin]

Customer Case Manager [sn_customerservice.customer_case_manager]

System Administrator [admin]

Customer Service Manager [sn_customerservice_manager]

39. What is required to synchronize fields from a parent to a child case(s)?

The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

Major Issue Management needs to be installed and certain properties enabled

No action required, this is a standard Customer Service Management feature

The role of sn_customerservice.customer_case_manager must be assigned

40. What criteria can be used to determine when a new inbound case should be opened?

When a new customer is created

When an internal problem occurs

When a customer has a question or issue to resolve

When we have new marketing material for a customer

Page 5 of 8

41. What will be the state of a case after a customer rejects the solution proposed by an agent?

In Progress

Open

New

Solution Rejected

42. What are the types of units used to measure entitlements? (Choose two.)

Hours

Contract

Cost

Case

43. Who can create a customer service case from a community discussion? (Choose two.)

Customer service agent (sn_customerservice_agent)

Proxy case creator (sn_customerservice.proxy_case_creator)

Partner (sn_customerservice.partner)

Case Viewer (sn_customerservice.case_viewer)

44. Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?

Close Cases in Resolved state

Auto Close Resolved Cases Most Voted

Resolved to Close State

Move Resolved Cases to Closed

45. What is a limitation regarding synchronization between a case and its associated work order?

If information changes on the Case form it is not updated on the Work Order form

Updates on a case or work order will only synchronize after the work order is approved

When creating a work order from a case only the Account field on the work order form is filed in but not the Company field

The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized

46. In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)

Blocked by approval

Blocked by case task

Blocked internally and by customer

Blocked by internally

47. Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)

Create Contact

Check Case Status

Close Case

Get Help with an Order

Get Help with an Asset

48. Which knowledge records can be configured with User Criteria?

Knowledge Base

Knowledge Base and Category

Knowledge Base, Category and Article

Knowledge Base and Article

49. What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

Knowledge and skills required for agents

Geographical location of customer

Languages spoken by agents

Number and type of support tools available

Number of customer service portals used

Number of agents required

50. Which of the following best describes how the CSM application uses the Asset table?

CSM uses the Product table instead of the ITSM Asset table

Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM

ServiceNow uses the same Asset table for both CSM and ITS

however, CSM has a different subset of fields

CSM uses the Product Model table instead of the ITSM Asset table

Page 6 of 8

51. What are the ways the Customer Portal Locale feature can be used? Choose 2 answers

Ensure only authenticated users can choose a language/locale on a customer service portal

Forward authenticated and guest users to a translated customer service portal

Restrict access to a customer service portal based on where a user is physically located

Allow authenticated and guest users to choose a language/locale on a customer service portal

52. Partner admin contacts have access to the data of both their partner accounts and customer accounts.

True

False

53. Which table does the Account (customer_account) table extend?

Company (core company)

Business Location (sn_csm_business_location)

Service Organization (sn_customer_service_organization)

Customer (sn_customer_service__customer)

54. What functionality is required to automatically close resolved cases if customers do not respond within a specified time?

Auto Close Resolved Cases Workflow

Auto Close Resolved Cases Flow Designer Flow

Auto Close Resolved Cases Business Rule

Auto Close Resolved Cases Scheduled Job

55. Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?

External (snc_external)

Account Contact (sn_cusiometservice.accouni_contactf

Cusiomer(sn_customerservice.customer)

Case Creator (sn_customer service, case creator)

56. What types of escalation templates can be created? Choose 2 answers

Account

Sold Product

Consumer

Case

57. From which one of the following can an agent create a CSM Case:

Human Resource Application

Incident Management

Chat

Special Handling Note

58. Service-aware Install Base consists of which entities? (Choose three.)

Installed Products

Install Base Items

Assets

Sold Products

Configuration Items

59. What are features of Customer Service Management? (Choose four.)

Timed Audits

Service Entitlements

Demand Management

Service Prospecting

Real-time SLAs

Service Contracts

Skills-based routing

60. Which of the following are benefits of customer access management? (Choose two.)

It increases security by automatically granting access to cases based on access to sold product.

It defaults the responsibility for access management to the customer.

It defaults the responsibility for access management to the customer service agent.

It improves the customer experience by enabling related parties to track and collaborate on cases.

Page 7 of 8

61. In Workspace Chat, agents have the ability to use quick actions to work more efficiently.

What action does the /r quick action perform?

Routes the chat towards another group

Uses response templates to Insert as text in a conversation

Rolls up the current chat history towards an existing case

Rejects an incoming chat and moves it automatically to the general queue

62. What action should be taken in the event that a product possesses a different set of non-configurable attributes?

And the options are:

Modify the existing product data model

Add a table extends to the Product Model or child tables.

Group it with similar products in an existing table

Assign additional configurable attributes

63. What role does the Engagement Manager play before the Workshop? (Choose two.)

Project Manager

Acts as intermediary

Provides answers to technical problems

Assists with technical requirements

64. Which service catalogs are available in the base instance customer portals? Choose 2 answers

Consumer Service

Customer Service

Partner Service

Product Service

65. What do blue circles in the timeline of a case form represent?

Triggered SLAs

State changes

Customer comments

Activity updates

66. What are Special Handling Notes used for?

Bring important information about individual records to an agent's attention

For agents to view articles an attach them to a case

To ensure customers get the service they are entitled to receive

Help agents identify in which time zone a contact is located

67. The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

True

False

68. What is a case?

An individual record that handles and routes issues for internal users

An Individual record that Is used to identity and create automation opportunities

An individual record that is used to identify and resolve a question or issue for an external customer

An individual record that handles and resolves incidents tor external customers

69. What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?

Runs at the end of the month and deactivates all Special Handling notes more than 30 days old

Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week

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

Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates

70. 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.

B2C

B2B

Page 8 of 8

71. What is the most efficient way to get cases to be dosed automatically after a few days?

Set the property glide.auto.close.cases resolved to true

Create a workflow associated with cases with a timer that changes the state after a few days

Create a Scheduled job that looks at the resolved_at date

Activate the Auto Close Resolved Cases flow

72. Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

Escalate a case on the add-m panel of Outlook

As the Microsoft Outlook user, register yourself as self-contributor

Create cases using email content in Outlook for the customer contact

73. What must a system administrator configure to define a different approval workflow for an escalation request?

Escalation Decision

Escalation Rule

Escalation Reason

Escalation Template

74. Service providers use business models to support their various customers.

What type of customer is supported with the Business-to-Consumer (B2C) model?

Individuals

Partners

Contacts

Accounts

75. Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

True

False

76. When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed? Choose 2 answers

Choose the NLU service provider

In the NLU Settings configure the Entity confidence threshold

Enable NLU in Virtual Agent

In the NLU Settings configure the Intent confidence threshold

77. What are benefits of me Conversation History feature? (Choose two.)

Shorter calls for agents by reducing the time to search for information

A customized admin chat toolbar with emojis for agents to use in chat messages

Improved customer satisfaction as agents can respond to and resolve customer issues faster

Better language management by flagging key words and alerting chat managers when agents use one or more of those words

78. What are the Forum User Types? (Choose three.)

Admin

Registered

Public

Custom

Moderator

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ServiceNow CIS-CSM Exam Questions Simulate Actual CIS-CSM Exam

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