ServiceNow ServiceNow Certifications CIS-CSM Questions & Answers

• Question 151:

  Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

  A. Contextual Search

  B. Agent Assist

  C. Dynamic Related Records

  D. Record Information

  Correct Answer: C

• Question 152:

  With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?

  A. After 3 days

  B. After 5 days

  C. After 1 day

  D. After 7 days

  Correct Answer: B

• Question 153:

  The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?

  A. Customer Service Manager (sn_customerservice_manager)

  B. System administrator (admin)

  C. Service organization administrator (sn_customerservice.service_organization_admin)

  D. Customer admin (sn_customerservice.customer_admin)

  Correct Answer: A

• Question 154:

  What action is required to enable agents to create an incident record for a case?

  A. They must be assigned with the read role for incident

  B. They must be assigned with the itil role

  C. They must be assigned with the snc_intemal role

  D. They must be assigned with the sn_customerservice.itsm_contributor role

  Correct Answer: C

• Question 155:

  In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)

  A. Blocked by approval

  B. Blocked by case task

  C. Blocked internally and by customer

  D. Blocked by internally

  Correct Answer: AB

• Question 156:

  Which of the following are correct for parent/child synchronization? (Choose two.)

  A. Multiple child cases can be managed from a parent case as in Major Issue Management

  B. The Administrator can choose which fields to synchronize from parent to child cases

  C. Parent to child cases can be synchronized regardless of which state the case is in

  D. The property to synchronize parent to child cases is automatically enabled

  Correct Answer: AC

• Question 157:

  When the channel field on a case form is set to Social, where are details of the social media conversations related to the case stored?

  A. Social Channels

  B. Social Profiles

  C. Social Logs

  D. Work notes

  E. Additional comments

  Correct Answer: B

• Question 158:

  Once a major case candidate is approved a major case is created. What then happens to the customer case?

  A. The customer case becomes a child case of the major case

  B. The customer case will be automatically closed

  C. The customer case becomes the parent case of the major case

  D. The customer case will automatically be related to a problem

  Correct Answer: C

• Question 159:

  What are the types of units used to measure entitlements? (Choose two.)

  A. Hours

  B. Contract

  C. Cost

  D. Case

  Correct Answer: AD

• Question 160:

  How are ServiceNow's out-of-the-box Customer Service Management applications packaged? (Choose two.)

  A. Store Apps

  B. Update Sets

  C. Through private scopes

  D. Plugins

  Correct Answer: AD