ServiceNow CIS-CSM Online Practice Questions and Exam Preparation

ServiceNow CIS-CSM Online Questions & Answers

• Question 171:

  What are Special Handling Notes used for?

  A. Bring important information about individual records to an agent's attention
  B. For agents to view articles an attach them to a case
  C. To ensure customers get the service they are entitled to receive
  D. Help agents identify in which time zone a contact is located
  A. Bring important information about individual records to an agent's attention

• Question 172:

  Which ServiceNow applications can be integrated out-of-the-box with CSM? (Choose three.)

  A. Service Portfolio Management
  B. Project Management
  C. DevOps
  D. Risk Management
  E. ITOM Event Management
  A. Service Portfolio Management
  B. Project Management
  E. ITOM Event Management

• Question 173:

  Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)

  A. Hardware assets
  B. Facility assets
  C. Configuration assets
  D. Software licenses assets
  E. Enterprise Software assets
  F. Network assets
  G. Consumables assets
  A. Hardware assets
  B. Facility assets
  D. Software licenses assets
  E. Enterprise Software assets
  G. Consumables assets

• Question 174:

  What are the types of matching criteria for Customer Service? (Choose four.)

  A. Matching Skills
  B. Last Assigned
  C. Certifications
  D. Distance
  E. Assigned Cases
  F. Availability Today
  G. Partner Hours
  A. Matching Skills
  B. Last Assigned
  E. Assigned Cases
  F. Availability Today

• Question 175:

  What action to be taken if the product has no configurable attributes?

  A. Optimize data in the Install base Item table
  B. Create new child table for Install Base Item
  C. Group into existing extended Install Base Item table
  D. Store it in the baseline Install Base Item table
  D. Store it in the baseline Install Base Item table

• Question 176:

  _____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.

  A. Partner [sn_customerservice.partner]
  B. Agent [sn_customerservice_agent]
  C. Consumer Agent [sn_customerservice.consumer_agent]
  D. Agent manager [sn_customerservice_manager]
  E. Customer case manager [sn_customerservice.customer_case_manager]
  F. Customer administrator [sn_customerservice.customer_admin]
  C. Consumer Agent [sn_customerservice.consumer_agent]

• Question 177:

  Which role must B2B and B2C customers obtain, at a MINIMUM, to access to a ServiceNow instance?

  A. External (snc_external)
  B. Account Contact (sn_customeservice.account_contact)
  C. Customer (sn_customerservice.customer)
  D. Case Creator (sn_customerservice.case_creator)
  A. External (snc_external)

• Question 178:

  Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

  A. Partner Service
  B. Customer Service
  C. Consumer Service
  D. Product Service
  B. Customer Service
  C. Consumer Service

• Question 179:

  What are the types of units used in counting for entitlements in ServiceNow?

  A. Incidents and Problems
  B. Tasks and Projects
  C. Cases and Hours
  D. Requests and Changes
  C. Cases and Hours

• Question 180:

  How many outbound email accounts are supported in Customer Service Management?

  A. One
  B. Unlimited
  C. Two
  D. One per business service
  A. One