ServiceNow CIS-CSM Online Practice Questions and Exam Preparation

ServiceNow CIS-CSM Online Questions & Answers

• Question 111:

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

• Question 112:

  Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)

  A. Contact (customer_contact)
  B. Consumer User (csm_consumer-user)
  C. Consumer (csm_consumer)
  D. CSM User (csm_user)
  B. Consumer User (csm_consumer-user)
  C. Consumer (csm_consumer)

• Question 113:

  Advance Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types? (Choose three.)

  A. Skill seniority
  B. Account team responsibility
  C. Historical
  D. Related task
  E. Product expertise
  B. Account team responsibility
  C. Historical
  D. Related task

• Question 114:

  Special Handling Notes can apply to which one of the following based on specific attributes?

  A. Domain
  B. Contact
  C. Holiday
  D. VIP
  B. Contact

• Question 115:

  External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

  A. WebDAV-versioned
  B. Web-configurable
  C. WebDAV-compliant
  D. Web-based
  C. WebDAV-compliant

• Question 116:

  Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)

  A. Case playbook for Onboarding
  B. Case playbook for Services
  C. Case playbook for Product Support
  D. Case playbook for Complaints
  E. Case playbook for Billing
  A. Case playbook for Onboarding
  C. Case playbook for Product Support
  D. Case playbook for Complaints

• Question 117:

  What is KCS (Knowledge Centered Services)?

  A. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
  B. A documented methodology to provide a set of best practices for creating and maintaining knowledge
  C. A dashboard with specific visualization of the different knowledge bases and categories
  D. An application that helps agents and managers to create cases from Knowledge articles
  B. A documented methodology to provide a set of best practices for creating and maintaining knowledge

• Question 118:

  Which of the following roles can update a consumer's record? (Choose two.)

  A. Consumer Support Agent {sn_customerservice.consumer_agent)
  B. Customer Service Manager (sn_customerservice_manager)
  C. Customer Service Agent (sn_customerservice_agent)
  D. Customer (sn_customerservice.customer)
  A. Consumer Support Agent {sn_customerservice.consumer_agent)
  B. Customer Service Manager (sn_customerservice_manager)

• Question 119:

  Which data model should be employed to track a household where a group of consumers share a common address?

  A. Household with Consumer
  B. Household with Customer Access Management
  C. Consumer with Customer Access Management
  D. Consumer with Organizational
  A. Household with Consumer

• Question 120:

  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
  A. Knowledge articles
  B. Service catalog
  C. Communities