ServiceNow CIS-CSM Online Practice Questions and Exam Preparation

ServiceNow CIS-CSM Online Questions & Answers

• Question 1:

  Which entity represents specific versions of products being sold to and supported for customers?

  A. Sold Products
  B. Product Categories
  C. Product Models
  D. Portfolio Products
  C. Product Models

• Question 2:

  Once a major case candidate is approved a major case is created. What then happens to the customer case?

  A. The customer case becomes a child case of the major case
  B. The customer case will be automatically closed
  C. The customer case becomes the parent case of the major case
  D. The customer case will automatically be related to a problem
  A. The customer case becomes a child case of the major case

• Question 3:

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

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

• Question 4:

  What is the specific type of catalog item that allows users to create any type of task, such as cases, from the Service Catalog?

  A. Request Item
  B. Service Catalog Request
  C. Record Producer
  D. Catalog Item
  C. Record Producer

• Question 5:

  What is the purpose of the Guided Decisions capability?

  A. Provide agents with an escalation guide
  B. Guide agents through account management
  C. Dynamically guide agents to help resolve complex cases
  D. Provide agents with a knowledge guide
  C. Dynamically guide agents to help resolve complex cases

• Question 6:

  Which roles are considered external? (Choose two.)

  A. Consumer Support Agent (sn_customerservice.consumer_agent)
  B. Customer Admin (sn_customerservice.customer_admin)
  C. Partner Admin (sn_customerservice.partner_admin)
  D. Customer Service Agent (sn_customerservice_agent)
  B. Customer Admin (sn_customerservice.customer_admin)
  C. Partner Admin (sn_customerservice.partner_admin)

• Question 7:

  What are common types of application record data that are imported during a CSM data migration? (Choose two.)

  A. Knowledge Article
  B. Accounts
  C. Chat
  D. Case
  A. Knowledge Article
  B. Accounts

• Question 8:

  Which service catalogs are available in the base instance customer portals? (Choose two)

  A. Consumer Service
  B. Customer Service
  C. Partner Service
  D. Product Service
  A. Consumer Service
  B. Customer Service

• Question 9:

  A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer. Given this scenario, what is the chronological order of case states used to manage this case?

  A. New > Work in Progress > On Hold > Work in Progress > Resolved > Closed
  B. New > Open > Work in Progress > Solution Proposed > Closed
  C. Open > Pending > Work in Progress > Resolved > Closed
  D. New > Open > Awaiting Info > Open > Resolved > Closed
  D. New > Open > Awaiting Info > Open > Resolved > Closed

• Question 10:

  How are Service Catalogs and Catalog Items related? (Choose two.)

  A. A catalog item can be associated with one or more service catalogs
  B. Access to catalog items is determined by the service catalog's assigned user criteria
  C. Service catalogs may contain multiple catalog items D. A catalog item can only be associated with one service catalog
  A. A catalog item can be associated with one or more service catalogs
  C. Service catalogs may contain multiple catalog items D. A catalog item can only be associated with one service catalog