ServiceNow CIS-CSM Exam Dumps

ServiceNow CIS-CSM Sample Question Answers

Question # 1

By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)

A. Assets Most Voted 
B. Publications Most Voted 
C. Products Most Voted 
D. Contacts 
E. Contracts 

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Question # 2

What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)

A. Cases 
B. Related parties 
C. Assets 
D. Social profiles 
E. Sold products 

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Question # 3

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

A. In Progress 
B. Open Most Voted 
C. New 
D. Solution Rejected 

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Question # 4

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

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

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Question # 5

What is the primary output from the Requirements Gathering workshop? 

A. Schedules 
B. Use Cases 
C. Stories 
D. Personas 

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Question # 6

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

A. If information changes on the Case form it is not updated on the Work Order form 
B. Updates on a case or work order will only synchronize after the work order is approved 
C. 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
D. The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized

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Question # 7

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

A. Set the property glide.auto.close.cases resolved to true 
B. Create a workflow associated with cases with a timer that changes the state after a few days 
C. Create a Scheduled job that looks at the resolved_at date 
D. Activate the Auto Close Resolved Cases flow 

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Question # 8

A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)

A. Can Read user criteria 
B. Whitelist all other groups from the Knowledge Base 
C. Hide the Knowledge Base from the Knowledge Base Portal 
D. Cannot Contribute user criteria

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Question # 9

Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?

A. A step-by-step methodology for creating and solving different case types 
B. A detailed check list for customer service teams 
C. A multi-step process consisting of a series of questions answers, and guidance Most Voted 
D. A set of steps used to define a complex process 

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Question # 10

What benefits does scoping an application bring? (Choose three.) 

A. CSM teams can move at their desired pace, independent of IT 
B. Provides CSM teams autonomy and control 
C. CSM application data and business logic is protected from changes by other applications 
D. Account records can be changed only while in the CSM scope 
E. Changes in different scopes can be addressed in a single update set 

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Question # 11

Entitlements are counted using two types of units: 

A. SLAs and contracts 
B. Days and assets 
C. Cases and products
D. Hours and cases 

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Question # 12

How are ServiceNows out-of-the-box Customer Service Management applications packaged? (Choose two.)

A. Store Apps 
B. Update Sets 
C. Through private scopes 
D. Plugins 

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Question # 13

Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent? 

A. Set the Agent Experience 
B. Define Assignment Rules 
C. Define Work Item Queues 
D. Configure Service Channels 

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Question # 14

A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)

A. No escalation approval flow is configured 
B. The parent account of the account to be escalated is not active 
C. The customer service agent is not assigned with the escalation requester role 
D. The account already has an open escalation record 

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Question # 15

Installing the Customer Service Management plugin activates: 

A. Only one other plugin - Field Service Management Plugin 
B. No other Plugins 
C. Only two other plugins - Portal and Case Management 
D. Many other plugins at the same time 

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Question # 16

An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with? 

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

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Question # 17

The default configuration automatically closes resolved Cases after how many days? 

A. 5 days 
B. Cases are not automatically closed by default Most Voted 
C. 3 days 
D. 10 days 

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Question # 18

New case tasks use the following prefix: 

A. CSMTASK prefix 
B. CASETASK prefix 
C. CSTASK prefix 
D. No specific task prefix just existing TASK prefix 

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Question # 19

When are child cases updated from the parent case? 

A. Clicking on the Child Sync UI 
B. Scheduled Job 
C. Automatically upon update of parent 
D. When the Sync scheduled job runs 

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Question # 20

Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.) 

A. Knowledge articles 
B. Service catalog 
C. Communities 
D. Consumer service portal 
E. Customer service portal 

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Question # 21

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

A. Publish Workaround 
B. Document a Known error 
C. Complete Investigation 
D. Complete RCA 
E. Document Five Whys

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Question # 22

The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience? 

A. As email is being used fewer agents would be required to create cases so service costs would go down
B. It is easier to report on data in emails which means managers would be better placed to track performance
C. It can lead to taster resolution of customer issues and faster response to customer inquiries Most Voted
D. It would guarantee less wait time for customers who chose to call the customer service center 

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Question # 23

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

A. Hard to influence 
B. Prospective Most Voted 
C. Retrospective 
D. Easy to influence 

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Question # 24

What does viewing a customers install base enable customer service agents to do? (Choose two.) 

A. See the detailed configurations of the products and services deployed for a customer to determine me action needed 
B. Monitor alerts for operational services and configuration items that affect service health 
C. Trace information provided m a case to the right product or service to which it relates 
D. Close an upsell of related products and services not yet purchased by a customer

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Question # 25

To which recipient types can targeted communications (publications) be sent? (Choose two.) 

A. Outsourced Service Providers 
B. Contacts 
C. Internal users 
D. Households 

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Question # 26

Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)

A. Special handing notes 
B. Lookup and verify 
C. Related search 
D. Agent assist 

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