ServiceNow ServiceNow Certifications CIS-CSM Questions & Answers

• Question 121:

  When configuring email in Communication Channels, how many outgoing email addresses are supported?

  A. One

  B. Two

  C. Three

  D. Unlimited

  Correct Answer: D

• Question 122:

  Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)

  A. sn_customerservice_agent

  B. sn_customerservice.customer_admin

  C. sn_customerservice.partner_admin

  D. sn_customerservice_manager

  E. admin

  Correct Answer: BE

• Question 123:

  In CSM Asset Management has a different meaning than in ITSM or Corporate Finance. Which of the following defines Asset Management in CSM?

  A. The process of developing, operating, maintaining, upgrading, and disposing of assets in the most cost-effective manner

  B. A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle

  C. Asset management has different use cases for tracking specific products or services customers are using

  D. It includes all of the data crucial to support customers as efficiently as possible

  Correct Answer: A

• Question 124:

  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

  Correct Answer: C

• Question 125:

  When creating or importing assets for CSM, model categories are used to: (Choose three.)

  A. Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa

  B. Group assets together

  C. Build a classification structure for product models

  D. Model the configuration options for each product model being sold to customers

  E. Define a link between Asset classes and Configuration Item (CI) classes

  Correct Answer: ADE

• Question 126:

  Viewing a customer's install base in the CSM Workspaces enables customer service agents to: (Choose two.)

  A. Close an upsell of related products and services not yet purchased by a customer

  B. See the detailed configurations of the products and services deployed for a customer to determine the action needed

  C. Trace Information provided in a case to the right product or service to which it relates

  D. Monitor related operational services and configuration items that affect service health

  Correct Answer: BD

• Question 127:

  Benefits of Proactive Customer Service Operations include: (Choose two.)

  A. Reduced inbound calls from customers

  B. Reduction in staff turnover

  C. Major cases can be eliminated as there will be no Impact to customers

  D. Reduced Mean Time To Resolve (MTTR)

  E. Guaranteed increase in customer satisfaction

  Correct Answer: AE

• Question 128:

  What features are included with the Customer Service Portal? (Choose three.)

  A. Header with links for different customer activities such as creating a case

  B. Search feature to get information from several repositories

  C. Links to information sources such as the knowledge base, community and customer support

  D. Links to marketing promotions and product coupons

  E. The ability to create new accounts

  Correct Answer: ACE

• Question 129:

  What does NLU stand for?

  A. Natural-Learning Userability

  B. Natural-Language Understanding

  C. Natural-Learning URL

  D. Natural-Language URL

  Correct Answer: B

• Question 130:

  Out-of-the-box, cases are automatically closed after how many days?

  A. 3 days

  B. 5 days

  C. 10 days

  D. Cases are not automatically closed by default

  Correct Answer: C