ServiceNow ServiceNow Certifications CIS-CSM Questions & Answers

• Question 141:

  From a security perspective, scoping brings several benefits: (Choose two.)

  A. Improves instance security by limiting accessibility to other applications on the instance

  B. Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals

  C. IT can manage and control the pace of the CSM teams because dependencies have been put in place

  D. The scope holds the records and acts as a container for the desired Customer Service Management Applications

  Correct Answer: BD

• Question 142:

  Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

  A. Set the Agent Experience (What agents see in their Workspace inbox)

  B. Define Assignment Rules (How to assign work items)

  C. Define Work Item Queues (Where to route)

  D. Configure Service Channels (What to route)

  Correct Answer: C

• Question 143:

  What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice.partner) in the Customer Service Portal?

  A. Can view assets belonging to their partner accounts

  B. Can create, view, and edit cases for their partner accounts

  C. Can resolve cases reported by their partner accounts

  D. Can create and update contacts for their partner accounts

  Correct Answer: A

• Question 144:

  What is a household entity?

  A. Group of users that usually share a common address and use services as a group

  B. Group of people that usually share a common address and use services as a group

  C. Group of customers that usually share a common address and use services as a group

  D. Group of consumers that usually share a common address and use services as a group

  Correct Answer: C

• Question 145:

  Why does the implementation team need to deliver core functionality to the customer as quickly as possible?

  A. To expand the technical reach

  B. To facilitate the requirement gathering during the workshops

  C. To complete any complex customizations early enough

  D. To realize near-term ROI (Return on Investment)

  Correct Answer: D

• Question 146:

  Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)

  A. Assigned Cases

  B. Agent Affinity

  C. Availability Today

  D. Matching Skills

  E. Agent History

  Correct Answer: ACD

• Question 147:

  Regarding Account Teams, what is the purpose of marking a role as 'unique'?

  A. The role then becomes a child responsibility

  B. Ensure there is a dedicated account manager for that account

  C. The role then becomes a parent responsibility

  D. Prevent the same role being used on different customer accounts

  Correct Answer: A

• Question 148:

  Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

  A. The contract and entitlements of an asset dictate whether or not it is stored in the CMDB

  B. The CMDB only tracks CIs, assets cannot be CIs

  C. While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs

  D. The CMDB tracks all assets as configuration items (CIs)

  Correct Answer: C

• Question 149:

  Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?

  A. The field is not based of the customers profile time zone

  B. The field is active in the base form

  C. The field is always based on the system time zone

  D. Agents can use the field to identify if it is the right time to contact customer

  Correct Answer: A

• Question 150:

  Which of the following roles can update a consumer's record? (Choose two.)

  A. Consumer Support Agent {sn_customerservice.consumer_agent)

  B. Customer Service Manager (sn_customerservice_manager)

  C. Customer Service Agent (sn_customerservice_agent)

  D. Customer (sn_customerservice.customer)

  Correct Answer: AD