ServiceNow ServiceNow Certifications CIS-CSM Questions & Answers

• Question 111:

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

  A. False

  B. True

  Correct Answer: A

• Question 112:

  From what places in SN can an agent create a case? (Choose three.)

  A. Customer Service Application

  B. Contact

  C. Account

  D. Chat

  Correct Answer: ABC

• Question 113:

  What are the conditions that matching rules are based on? (Choose two.)

  A. Agent resources best suited to work on a case

  B. Specific routing rules

  C. Filters set up in advanced work assignment

  D. Specific case attributes

  Correct Answer: AD

• Question 114:

  HOTSPOT

  Match the definitions for roles relationships.

  Hot Area:

  

  Correct Answer:

  

• Question 115:

  HOTSPOT

  Match the business rule to its function in the Self-Service Portal.

  Hot Area:

  

  Correct Answer:

  

  Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_BRIWCustomerService.html

• Question 116:

  Which of the following are benefits of customer access management? (Choose two.)

  A. It defaults the responsibility for access management to the customer service agent.

  B. It increases security by automatically providing access to case information based on account hierarchy

  C. It increases automation by automatically granting access to cases based on access to sold product

  D. It improves the customer experience by enabling related parties to track and collaborate on cases.

  E. It defaults the responsibility for access management to the customer.

  Correct Answer: AD

• Question 117:

  What are the advantages of leading indicators over lagging indicators? (Choose two.)

  A. Hard to influence

  B. Prospective

  C. Retrospective

  D. Easy to influence

  Correct Answer: CD

• Question 118:

  Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?

  A. Customer case manager (sn_customerservice.customer_case_manager)

  B. Customer account manager (sn_customerservice.customer_account_manager)

  C. Customer admin (sn_customerservice.customer_admin)

  D. Customer (sn_customerservice.customer)

  Correct Answer: B

• Question 119:

  What is knowledge article versioning?

  A. A content tracker for knowledge articles

  B. A knowledge article publishing guide

  C. The ability to manage and track article updates

  D. A knowledge article numbering guide

  Correct Answer: A

• Question 120:

  Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?

  A. Individuals

  B. Partners

  C. Contacts

  D. Accounts

  Correct Answer: C