ServiceNow CIS CIS-CSM Questions & Answers

• Question 1:

  What is the specific type of catalog item called that allows users to create task-based records, such as case records, from the Service Catalog?

  A. Request Item

  B. Record Producer

  C. Catalog Processor

  D. Case Template

  Correct Answer: B

• Question 2:

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

  A. Workflows

  B. State Flows

  C. Business Rules

  D. Flows

  Correct Answer: B

• Question 3:

  Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?

  A. The major case candidate becomes a major case

  B. A new major case is created and the major case candidate is added as a child to the major case

  C. The major case candidate requires an approval from the major issue manager

  D. The major case candidate is closed and a new major case is created

  Correct Answer: B

• Question 4:

  What types of escalation templates can be created? (Choose two.)

  A. Case

  B. Sold Product

  C. Consumer

  D. Account

  Correct Answer: AD

• Question 5:

  What are the recommended good practices when running implementation workshops? (Choose three.)

  A. Give the customers the data they need so they can make an informed decision

  B. Any financial implication of a decision should be handled by the delivery and sales team

  C. Enforce customers to adapt their processes towards the baseline processes

  D. Engage with customers to gain deep understanding of their organization

  E. Guide the customer toward industry best practices

  Correct Answer: ADE

• Question 6:

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

  A. Human Resource Application

  B. Incident Management

  C. Chat

  D. Special Handling Note

  Correct Answer: C

• Question 7:

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

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

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

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

  D. Create user criteria for each of the applicable service catalogs

  Correct Answer: A

• Question 8:

  Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades. How many sequential project phases and exit gates are there in the Now Create Methodology?

  A. Three

  B. Five

  C. Four

  D. Six

  Correct Answer: B

• Question 9:

  Application Scoping from a security perspective brings the following benefits: (Choose two.)

  A. Improves instance security by limiting access to other applications on the instance

  B. Scoped applications prevent versioning for complex instances

  C. Scoping hold the records and acts as a container for the desired CSM applications

  D. Scoped applications limits autonomy and control of all aspects of the CSM application

  Correct Answer: AC

• Question 10:

  What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

  A. The case escalates to an assignment group as defined in the default escalation template

  B. The case work notes are updated automatically

  C. The case action status changes to Related Task Updated

  D. The case displays a special handling note highlighting the update

  Correct Answer: B