ServiceNow CIS-CSM Online Practice Questions and Exam Preparation

ServiceNow CIS-CSM Online Questions & Answers

• Question 131:

  For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of the following two roles would be restricted?

  A. snc_intemai and snc_external
  B. snc_internal and sn_customerservice.consumer_agent
  C. snc_internal and sn_customerservice_agent
  D. snc_external and sn_customerservice.customer
  A. snc_intemai and snc_external

• Question 132:

  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
  D. Cases are not automatically closed by default

• Question 133:

  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
  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

• Question 134:

  Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

  A. Eliminate the need for more traditional performance analytics
  B. Auto-generate clusters of cases that point to similar underlying issues
  C. Create root cause solutions for similar cases
  D. A guaranteed reduction in call volume per month
  B. Auto-generate clusters of cases that point to similar underlying issues

• Question 135:

  Which of the following best describes how the CSM application uses the Asset table?

  A. CSM uses the Product table instead of the ITSM Asset table
  B. CSM uses the Product Model table instead of the ITSM Asset table
  C. ServiceNow uses the same Asset table for both CSM and ITSM, however CSM has a different subset of fields
  D. Because CSM Assets are managed differently from ITSM Assets ServiceNow uses different Asset Tables for CSM than it does for ITSM
  C. ServiceNow uses the same Asset table for both CSM and ITSM, however CSM has a different subset of fields

• Question 136:

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

• Question 137:

  Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)

  A. Create Contact
  B. Check Case Status
  C. Close Case
  D. Get Help with an Order
  E. Get Help with an Asset
  B. Check Case Status
  D. Get Help with an Order

• Question 138:

  What are the recommended good practices when running implementation workshops? (Choose three.)

  A. Give the customers the data they need so they can make an informed decision
  B. Any financial implication of a decision should be handled by the delivery and sales team
  C. Enforce customers to adapt their processes towards the baseline processes
  D. Engage with customers to gain deep understanding of their organization
  E. Guide the customer toward industry best practices
  A. Give the customers the data they need so they can make an informed decision
  D. Engage with customers to gain deep understanding of their organization
  E. Guide the customer toward industry best practices

• Question 139:

  Which combination of roles is restricted for security purposes?

  A. snc_internal and sn_customerservice_agent
  B. snc_internal and sn_customerservice.partner_admin
  C. snc_internal and sn_customerservice.consumer_agent
  D. snc_external and sn_customerservice.customer
  B. snc_internal and sn_customerservice.partner_admin

• Question 140:

  A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)

  A. Can Read user criteria
  B. Whitelist all other groups from the Knowledge Base
  C. Hide the Knowledge Base from the Knowledge Base Portal
  D. Cannot Contribute user criteria
  A. Can Read user criteria
  D. Cannot Contribute user criteria