Free CIS-CSM Braindumps Download Updated on Mar 07, 2023 with 103 Questions

ServiceNow CIS-CSM Exam Practice Test Questions

NEW QUESTION 30
HOTSPOT
Match the definitions for roles relationships.
Hot Area:

Answer:

Explanation:

 

NEW QUESTION 31
Articles can provide the following: (Choose three.)

• A. Information about customer's service contract
• B. Document current and known issues
• C. Share product information
• D. Provide answers and responses to common issues or questions

Answer: B,C,D

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/topic/p_KnowledgeManagment.html

 

NEW QUESTION 32
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

• A. False
• B. True

Answer: B

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/london-customer-service-management/page/product/ customer-service-management/task/view-csm-executive-dashboard.html

 

NEW QUESTION 33
Which of the following are channels? (Choose two.)

• A. Article
• B. Web
• C. Contacts
• D. Chat

Answer: B,D

Explanation:
Explanation

 

NEW QUESTION 34
Which of the following are channels? (Choose two.)

• A. Article
• B. Web
• C. Contacts
• D. Chat

Answer: B,D

Explanation:
Reference:
customer-service-management/concept/configure-csm-omni-channel.html

 

NEW QUESTION 35
If only one user reports a content for moderation, the content will be hidden.

• A. False
• B. True

Answer: A

Explanation:
Reference:
customer-communities/task/approve-reject-content.html

 

NEW QUESTION 36
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

• A. The imported article will have the same category it had in the source knowledge base
• B. Only applications that allow WebDAV connections can be integrated
• C. SharePoint blocks this integration
• D. Imported external articles appear as attachments in ServiceNow

Answer: A,B

 

NEW QUESTION 37
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. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
• C. Major Issue Management needs to be installed and certain properties enabled
• D. No action required, this is a standard Customer Service Management feature

Answer: D

Explanation:
Explanation

 

NEW QUESTION 38
Match the business rule to its function in the Self-Service Portal.
Hot Area:

Answer:

Explanation:

Explanation

Explanation

 

NEW QUESTION 39
Match the business rule to its function in the Self-Service Portal.
Hot Area:

Answer:

Explanation:

Explanation

 

NEW QUESTION 40
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

• A. False
• B. True

Answer: B

 

NEW QUESTION 41
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

• A. False
• B. True

Answer: B

 

NEW QUESTION 42
Information about a customer's service contract is found in Knowledge.

• A. False
• B. True

Answer: A

Explanation:
Reference:
customer-service-management/concept/c_ContractsAndEntitlements.html

 

NEW QUESTION 43
What do blue circles in the timeline of a case form represent?

• A. Activity
• B. Note
• C. Comment
• D. State

Answer: D

Explanation:
Reference:
customer-service-management/reference/r_CustomerServiceCaseTimeline.html

 

NEW QUESTION 44
What criteria can be used to determine when a new inbound case should be opened?

• A. When a customer has a question or issue to resolve
• B. When an internal problem occurs
• C. When a new customer is created
• D. When we have new marketing material for a customer

Answer: A

 

NEW QUESTION 45
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

• A. Case Prioritization
• B. Case Escalation
• C. Case State
• D. Case Categorization

Answer: A,D

Explanation:
Explanation

 

NEW QUESTION 46
What is the purpose of a Catalog Item variable?

• A. Provides hint to the user on the field
• B. Allows the customer to ask a question
• C. Opens a chat session with customer support
• D. Allows the customer or consumer to qualify their answer

Answer: D

Explanation:
Explanation

 

NEW QUESTION 47
Which of the following roles cannot update a consumer's record?

• A. sn_customerservice.consumer_agent
• B. admin
• C. sn_customerservice_agent
• D. sn_customerservice_manager

Answer: C

 

NEW QUESTION 48
Information in the Case Field 'Contact' is copied to which Incident Field?

• A. Contact
• B. Caller
• C. User
• D. Customer

Answer: A

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/csm-integration-sm-incident.html

 

NEW QUESTION 49
The available case types are: (Choose two.)

• A. Support
• B. Order
• C. Product
• D. Product Support

Answer: A,B

Explanation:
Reference:
customer-service-management/concept/manage-csm-case-types.html

 

NEW QUESTION 50
Regarding Account Teams, what is the purpose of marking a role as 'unique'?

• A. The role then becomes a child responsibility
• B. Prevent the same role being used on different customer accounts
• C. The role then becomes a parent responsibility
• D. Ensure there is a dedicated account manager for that account

Answer: A

 

NEW QUESTION 51
Major Issue Management uses which one of the following capabilities?

• A. Asset management
• B. Governance Risk and Control
• C. Record producers
• D. Targeted Communications

Answer: D

Explanation:
Explanation

 

NEW QUESTION 52
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)

• A. Zboot the instance
• B. Clone back to this instance from a valid instance
• C. Remove the Demo Data via a HI Request
• D. Disable the Case Interceptor

Answer: B,C

 

NEW QUESTION 53
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

• A. Create requests on behalf of customers
• B. Create cases on behalf of customers
• C. Manage major incident communication on behalf of a customer service manager
• D. Manage cases on behalf of customer service agents
• E. Manage requests on behalf of customer service agents

Answer: A,B

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/employee-create-case-for-customer.html

 

NEW QUESTION 54
Which of the following is a condition for matching rules?

• A. Switching
• B. Assignment
• C. Specific case attributes
• D. Agent domain

Answer: B

Explanation:
Reference:
customer-service-management/concept/case-assignment-matching-rules.html

 

NEW QUESTION 55
......

Understanding functional and technical aspects of ServiceNow Certified CIS CSM

The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:

• Implementation solutions that work in conjunction with baseline application functionality
• Implementation approaches to meet requirements that preserve upgradability, scalability, and maintainability

For more info read reference:

CIS-CSM Official Certification Site

 

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