ServiceNow ServiceNow Certifications CIS-CSM Questions & Answers

• Question 161:

  Which of the following statements is correct regarding product models in CSM?

  A. Products models can only contain digital (logical) items

  B. Product models can contain either physical items or digital (logical) items but not both in the same model

  C. Product models can only contain physical items

  D. Product models can contain both physical items and digital (logical) items in the same mode

  Correct Answer: C

• Question 162:

  Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

  A. The create contact (consumer) feature is available in all CSM Workspaces

  B. The create contact (consumer) feature is not available in any of the CSM Workspaces

  C. The create contact (consumer) feature is only available in the CSM Configurable Workspace

  D. The create contact (consumer) feature is only available in the Agent Workspace

  Correct Answer: D

• Question 163:

  Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?

  A. The form header's secondary values can only be displayed above the ribbon components

  B. The form header's primary values can be displayed in the contextual side panes instead of above the ribbon components

  C. The form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components

  D. The form header for the case form can display five levels of field values from the case table

  Correct Answer: A

• Question 164:

  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

  Correct Answer: D

• Question 165:

  What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

  A. Service Monitoring

  B. Service Reporting

  C. Service-Aware CMDB

  D. Service-Aware Install Base

  E. Proactive Case

  F. Proactive Prevention

  Correct Answer: ACF

• Question 166:

  What are the three out-of-the-box playbooks for CSM? (Choose three.)

  A. Case playbook for Onboarding

  B. Case playbook for Billing

  C. Case playbook for Accounts

  D. Case playbook for Product Support

  E. Case playbook for Complaints

  Correct Answer: BDE

• Question 167:

  Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance? (Choose two.)

  A. XML unloads

  B. Plugins

  C. Store Apps

  D. Update Sets

  Correct Answer: BC

• Question 168:

  What are available matching criteria for case assignment in Customer Service Management? (Choose three.)

  A. Partner Hours

  B. Matching Skills

  C. Distance

  D. Certifications

  E. Assigned Cases

  F. Availability Today

  Correct Answer: ACE

• Question 169:

  What is the purpose of the sidebar feature in CSM Configurable Workspace?

  A. Enables agents to keep information regarding details of the case visible at all times

  B. Enables agents to access response templates to help them resolve cases faster and more efficiently

  C. To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution

  D. Enables managers to discreetly monitor chats between agents and customers

  Correct Answer: B

• Question 170:

  What is the specific type of catalog item that allows users to create any type of task, such as cases, from the Service Catalog?

  A. Request Item

  B. Service Catalog Request

  C. Record Producer

  D. Catalog Item

  Correct Answer: C