ServiceNow ServiceNow Certifications CIS-CSM Questions & Answers

• Question 131:

  When are any changes to the platform considered a customization?

  A. When they require an implementation spread across all project phases

  B. If they are NOT applied through the usage of built-in tools on the Now Platform

  C. When they are solely implemented for a custom application

  D. When there are business demands for custom functionality that is not offered out-of-the-box

  Correct Answer: A

• Question 132:

  Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?

  A. Service Analytics

  B. In-form Analytics

  C. Case Spotlight

  D. CSM Prediction Results

  Correct Answer: D

• Question 133:

  The case digests feature includes which types of case communication? (Choose two.)

  A. Case Lifecycle Reports

  B. Case Action Summaries

  C. Post Case Reviews

  D. Case Post Mortem

  Correct Answer: AC

• Question 134:

  By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)

  A. Assets

  B. Publications

  C. Products

  D. Contacts

  E. Contracts

  Correct Answer: ADE

• Question 135:

  Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?

  A. Quick Messages

  B. Quick Actions

  C. Response Templates

  D. Templates

  Correct Answer: D

• Question 136:

  In the Customer Service Management space what defines the term asset?

  A. A physical item

  B. A specific product instance supported for a customer

  C. A product that a company supports

  D. A resource that allows a business service

  Correct Answer: B

• Question 137:

  Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

  A. Escalate a case on the add-m panel of Outlook

  B. Register the sender of an email as contact

  C. As the Microsoft Outlook user, register yourself as self-contributor

  D. Create cases using email content in Outlook for the customer contact

  Correct Answer: AC

• Question 138:

  To which entities can Special Handling Notes be applied out of the box?

  A. Consumer

  B. Entitlement

  C. Sold Product

  Correct Answer: A

• Question 139:

  Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

  A. Partner Service

  B. Customer Service

  C. Consumer Service

  D. Product Service

  Correct Answer: AB

• Question 140:

  Partner admin (sn_customerservice.partner_admin) contacts have access to:

  A. Their customer account

  B. Their partner accounts

  C. Both

  D. Neither

  Correct Answer: C