ServiceNow CIS-CSM Online Practice Questions and Exam Preparation

ServiceNow CIS-CSM Online Questions & Answers

• Question 161:

  An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with?

  A. One
  B. Two
  C. Three
  D. Multiple
  A. One

• Question 162:

  The Customer Support Portal default configuration provides the following channels to interact with customers? (Choose two.)

  A. Web
  B. Social
  C. Chat
  D. Email
  C. Chat
  D. Email

• Question 163:

  Which field could be used for classifying different consumer addresses?

  A. Contact
  B. Address Types
  C. Services
  D. Location
  B. Address Types

• Question 164:

  Which decisions does Predictive Intelligence support? (Choose two.)

  A. Case Escalation
  B. Case Prioritization
  C. Case Categorization
  D. Case Resolution
  B. Case Prioritization
  C. Case Categorization

• Question 165:

  User criteria records may be applied to which knowledge items?

  A. Knowledge Base and Category
  B. Knowledge Base Category and Article
  C. Knowledge Base and Article
  D. Knowledge Base
  C. Knowledge Base and Article

• Question 166:

  When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

  A. Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)
  B. Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)
  C. Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)
  D. Activation of the Customer Service plugin (com.sn_customerservice)
  B. Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)

• Question 167:

  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
  B. After 5 days

• Question 168:

  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
  A. Improves instance security by limiting accessibility to other applications on the instance
  D. The scope holds the records and acts as a container for the desired Customer Service Management Applications

• Question 169:

  What must a system administrator configure to define a different approval workflow for an escalation request?

  A. Escalation Decision
  B. Escalation Rule
  C. Escalation Template
  D. Escalation Reason
  C. Escalation Template

• Question 170:

  Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

  A. Entering question in portal only
  B. Record Producer only
  C. Both portal question entry and Record Producer
  D. None of the above
  C. Both portal question entry and Record Producer