ServiceNow CIS-CSM Online Practice Questions and Exam Preparation

ServiceNow CIS-CSM Online Questions & Answers

• Question 151:

  Which are the key self-service functions of the Customer Support Portal? (Choose three.)

  A. Community
  B. Knowledge Base
  C. Open An Incident
  D. Service Catalog
  A. Community
  B. Knowledge Base
  D. Service Catalog

• Question 152:

  What do blue circles in the timeline of a case form represent?

  A. Triggered SLAs
  B. Activity updates
  C. Customer comments
  D. State changes
  D. State changes

• Question 153:

  What types of escalation templates can be created? (Choose two.)

  A. Case
  B. Sold Product
  C. Consumer
  D. Account
  A. Case
  D. Account

• Question 154:

  A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)

  A. No escalation approval flow is configured
  B. The parent account of the account to be escalated is not active
  C. The customer service agent is not assigned with the escalation requester role
  D. The account already has an open escalation record
  C. The customer service agent is not assigned with the escalation requester role
  D. The account already has an open escalation record

• Question 155:

  What are the advantages of leading indicators over lagging indicators? (Choose two.)

  A. Hard to influence
  B. Prospective
  C. Retrospective
  D. Easy to influence
  B. Prospective
  D. Easy to influence

• Question 156:

  What module is used to create Case Record Producers?

  A. Case Record Producers
  B. Edit Records
  C. Record Producers
  D. Maintain Records
  C. Record Producers

• Question 157:

  What do blue circles in the timeline of a case form represent?

  A. Note
  B. State
  C. Activity
  D. Comment
  B. State

• Question 158:

  What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

  A. Knowledge and skills required for agents
  B. Geographical location of customer
  C. Languages spoken by agents
  D. Number and type of support tools available
  E. Number of customer service portals used
  F. Number of agents required
  A. Knowledge and skills required for agents
  B. Geographical location of customer
  C. Languages spoken by agents
  F. Number of agents required

• Question 159:

  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
  C. Response Templates

• Question 160:

  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
  D. Can create and update contacts for their partner accounts