Latest [Dec 10, 2024] ServiceNow CIS-CSM Exam Practice Test To Gain Brilliante Result
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ServiceNow CIS-CSM Exam covers various topics related to Customer Service Management, including Case Management, Knowledge Management, Service Level Agreements, and Service Catalog Management. CIS-CSM exam tests the candidate's knowledge of the principles and best practices of Customer Service Management, as well as their ability to configure and customize ServiceNow applications to meet specific business requirements. CIS-CSM exam consists of 60 multiple-choice questions, and candidates have 90 minutes to complete it.
NEW QUESTION # 100
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation:
NEW QUESTION # 101
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers
- A. XML unloads
- B. Plugins
- C. Store APPs
- D. Update Sets
Answer: B,C
Explanation:
Store Apps: The exclusive source for Now Certified enterprise workflow apps from partners that complement and extend ServiceNow.
- Plugins: Plugins are software components that provide specific features and functionalities within a ServiceNow instance.
https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/plugins/concept
/c_ServiceNowPlugins.html
https://store.servicenow.com/sn_appstore_store.do#!/store/aboutus
NEW QUESTION # 102
The available case types are: (Choose two.)
- A. Product
- B. Support
- C. Order
- D. Product Support
Answer: A,C
Explanation:
Reference:
customer-service-management/concept/manage-csm-case-types.html
NEW QUESTION # 103
What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?
- A. Can create, view, and edit cases for their partner accounts
- B. Can create and update contacts for their partner accounts
- C. Can view assets belonging to their partner accounts
- D. Can resolve cases reported by their partner accounts
Answer: C
NEW QUESTION # 104
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
- A. Routes the chat towards another group
- B. Rejects an incoming chat and moves it automatically to the general queue
- C. Uses response templates to Insert as text in a conversation
- D. Rolls up the current chat history towards an existing case
Answer: C
NEW QUESTION # 105
Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?
- A. Proactive Customer Service Operations
- B. Self-Service Analytics
- C. Auto-Responder
- D. Trending Topics
Answer: C
NEW QUESTION # 106
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
- A. Reduces agent workload
- B. Customer can access work order details and tasks created for their case
- C. Work orders can be created from a case Most Voted
- D. Reduces monthly case volume
Answer: B,C
NEW QUESTION # 107
When creating or importing assets for CSM, model categories are used to: (Choose three.)
- A. Model the configuration options for each product model being sold to customers
- B. Group assets together Most Voted
- C. Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa Most Voted
- D. Define a link between Asset classes and Configuration Item (CI) classes
- E. Build a classification structure for product models
Answer: B,C,D
NEW QUESTION # 108
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 dat a. What is this feature?
- A. Access Types
- B. CSM Query Rules
- C. Data Policies
- D. Filtered Lists
Answer: B
NEW QUESTION # 109
What are Special Handling Notes used for?
- A. Bring important information about individual records to an agent's attention
- B. To ensure customers get the service they are entitled to receive
- C. For agents to view articles an attach them to a case
- D. Help agents identify in which time zone a contact is located
Answer: A
NEW QUESTION # 110
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?
- A. Social Channels
- B. Social Profiles
- C. Work notes
- D. Social Logs
- E. Additional comments
Answer: D
NEW QUESTION # 111
Which of the following are channels? (Choose two.)
- A. Chat
- B. Article
- C. Contacts
- D. Web
Answer: A,D
Explanation:
Explanation
NEW QUESTION # 112
From what places in SN can an agent create a case? (Choose three.)
- A. Chat
- B. Contact
- C. Customer Service Application
- D. Account
Answer: A,C,D
Explanation:
Reference:
customer-service-management/reference/r_CustomerServiceCaseForm.htmlc
NEW QUESTION # 113
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?
- A. Routes cases to different groups based on their skill set and availability
- B. Uses matching and assignment rules to send work Hems to the agent with the most capacity
- C. When one support group reaches capacity the work Item is automatically routed to another group
- D. Uses matching and assignment rules to send won* items to the agent with the highest availability
Answer: C
NEW QUESTION # 114
Information about a customer's service contract is found in Knowledge.
- A. True
- B. False
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION # 115
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation
Explanation
NEW QUESTION # 116
How many outbound email accounts are supported in Customer Service Management?
- A. One
- B. One per business service
- C. Two
- D. Unlimited
Answer: A
Explanation:
Explanation
NEW QUESTION # 117
The default configuration automatically closes resolved Cases after how many days?
- A. Cases are not automatically closed by default Most Voted
- B. 10 days
- C. 3 days
- D. 5 days
Answer: A
NEW QUESTION # 118
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :
- A. Create a record, such as an incident or a case
- B. Escalate the chat to virtual agent
- C. Respond to questions
- D. Escalate the chat to another agent
Answer: A,C,D
NEW QUESTION # 119
What is a limitation regarding synchronization between a case and its associated work order?
- A. The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized
- 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. If information changes on the Case form it is not updated on the Work Order form
Answer: D
NEW QUESTION # 120
Agents and managers cannot create knowledge articles from Community questions.
- A. True
- B. False
Answer: B
Explanation:
Explanation
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
NEW QUESTION # 121
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
- A. True
- B. False
Answer: A
NEW QUESTION # 122
Match the definitions for roles relationships.
Answer:
Explanation:
NEW QUESTION # 123
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?
- A. The contract and entitlements of an asset dictate whether or not it is stored in the CMDB
- B. The CMDB tracks all assets as configuration items (CIs)
- C. The CMDB only tracks CIs, assets cannot be CIs
- D. While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
Answer: D
Explanation:
https://docs.servicenow.com/bundle/washingtondc-it-asset-management/page/product/hardware-asset-management/concept/work-with-asset-ci.html
NEW QUESTION # 124
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