ServiceNow ServiceNow Certifications CIS-CSM Questions & Answers

• Question 171:

  Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?

  A. Trending Topics

  B. Auto-Responder

  C. Proactive Customer Service Operations

  D. Self-Service Analytics

  Correct Answer: B

• Question 172:

  Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)

  A. State Flows

  B. Assignment Workbench

  C. Assignment Rules

  D. CSM Workspace

  Correct Answer: BC

• Question 173:

  What does Major issue Management use to identify all other customers impacted by a major case?

  A. Account lists

  B. Customer Product lists

  C. Notify lists

  D. Recipient lists

  Correct Answer: D

• Question 174:

  Which of the following is correct regarding the social media channel?

  A. Cases cannot be created from any of the social channels

  B. Cases are NOT created automatically from any of the social channels

  C. Cases can be created automatically depending on which social channel is used

  D. Cases are created automatically from all of the social channels

  Correct Answer: B

• Question 175:

  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)

  Correct Answer: B

• Question 176:

  New case tasks use the following prefix:

  A. CSMTASK prefix

  B. CASETASK prefix

  C. CSTASK prefix

  D. No specific task prefix just existing TASK prefix

  Correct Answer: C

• Question 177:

  When are child cases updated from the parent case?

  A. Clicking on the Child Sync UI

  B. Scheduled Job

  C. Automatically upon update of parent

  D. When the Sync scheduled job runs

  Correct Answer: C

• Question 178:

  Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)

  A. Special handing notes

  B. Lookup and verify

  C. Related search

  D. Agent assist

  Correct Answer: BD

• Question 179:

  Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)

  A. Knowledge articles

  B. Service catalog

  C. Communities

  D. Consumer service portal

  E. Customer service portal

  Correct Answer: ABC

• Question 180:

  Entitlements are counted using two types of units:

  A. SLAs and contracts

  B. Days and assets

  C. Cases and products

  D. Hours and cases

  Correct Answer: D