ServiceNow CIS-CSM Online Practice Questions and Exam Preparation

ServiceNow CIS-CSM Online Questions & Answers

• Question 121:

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

  A. It increases security by automatically granting access to cases based on access to sold product.
  B. It defaults the responsibility for access management to the customer.
  C. It defaults the responsibility for access management to the customer service agent.
  D. It improves the customer experience by enabling related parties to track and collaborate on cases.
  A. It increases security 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.

• Question 122:

  From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)

  A. Account
  B. Incident
  C. Customer Service Application
  D. Special Handling Note
  E. Chat
  A. Account
  C. Customer Service Application
  E. Chat

• Question 123:

  When working with case types, what is the lowest level in the case type hierarchy called?

  A. Sub-level
  B. Leaf-level
  C. Decision-level
  D. Base-level
  B. Leaf-level

• Question 124:

  When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

  A. Order
  B. Contract
  C. FAQ
  D. Monitoring
  E. Request
  F. Billing
  A. Order

• Question 125:

  What should be emphasized when designing solutions? (Choose three.)

  A. Minimize customizations
  B. Focus Out-of-the-box functionality
  C. Design for Scalability
  D. Mobile friendly functionality
  A. Minimize customizations
  B. Focus Out-of-the-box functionality
  C. Design for Scalability

• Question 126:

  What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

  A. Service Monitoring
  B. Service Reporting
  C. Service-Aware CMDB
  D. Service-Aware Install Base
  E. Proactive Case
  F. Proactive Prevention
  A. Service Monitoring
  C. Service-Aware CMDB
  F. Proactive Prevention

• Question 127:

  Articles can provide the following: (Choose three.)

  A. Document current and known issues
  B. Provide answers and responses to common issues or questions
  C. Information about customer's service contract
  D. Share product information
  A. Document current and known issues
  B. Provide answers and responses to common issues or questions
  D. Share product information

• Question 128:

  What does Major issue Management use to identify all other customers impacted by a major case?

  A. Account lists
  B. Customer Product lists
  C. Notify lists
  D. Recipient lists
  D. Recipient lists

• Question 129:

  Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.

  A. sn_shn.max_num_alerts
  B. sn_shn.note_preferences
  C. sn_shn.popup_width
  C. sn_shn.popup_width

• Question 130:

  Which of the following child case states would cause parent - child case synchronization to fail? (Choose three.)

  A. Resolved
  B. In Progress
  C. Awaiting Info
  D. New
  E. Closed
  F. Cancelled
  A. Resolved
  E. Closed
  F. Cancelled