ServiceNow CIS-CSM Online Practice Questions and Exam Preparation

ServiceNow CIS-CSM Online Questions & Answers

• Question 181:

  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
  B. Assignment Workbench
  C. Assignment Rules

• Question 182:

  The available case types are: (Choose two.)

  A. Product Support
  B. Order
  C. Product
  D. Support
  B. Order
  C. Product

• Question 183:

  Which of the following are correct for parent/child synchronization? (Choose two.)

  A. Multiple child cases can be managed from a parent case as in Major Issue Management
  B. The Administrator can choose which fields to synchronize from parent to child cases
  C. Parent to child cases can be synchronized regardless of which state the case is in
  D. The property to synchronize parent to child cases is automatically enabled
  A. Multiple child cases can be managed from a parent case as in Major Issue Management
  B. The Administrator can choose which fields to synchronize from parent to child cases

• Question 184:

  The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data. What is this feature?

  A. CSM Query Rules
  B. Data Policies
  C. Filtered Lists
  D. Access Types
  A. CSM Query Rules

• Question 185:

  What criteria can be used to determine when a new inbound case should be opened?

  A. When a new customer is created
  B. When an internal problem occurs
  C. When a customer has a question or issue to resolve
  D. When we have new marketing material for a customer
  C. When a customer has a question or issue to resolve

• Question 186:

  What benefits does scoping an application bring? (Choose three.)

  A. CSM teams can move at their desired pace, independent of IT
  B. Provides CSM teams autonomy and control
  C. CSM application data and business logic is protected from changes by other applications
  D. Account records can be changed only while in the CSM scope
  E. Changes in different scopes can be addressed in a single update set
  A. CSM teams can move at their desired pace, independent of IT
  B. Provides CSM teams autonomy and control
  C. CSM application data and business logic is protected from changes by other applications

• Question 187:

  Which of the following are channels? (Choose two.)

  A. Contacts
  B. Web
  C. Chat
  D. Article
  B. Web
  C. Chat

• Question 188:

  Major Issue Management uses which one of the following capabilities?

  A. Governance Risk and Control
  B. Targeted Communications
  C. Asset management
  D. Record producers
  B. Targeted Communications

• Question 189:

  To which entities can Special Handling Notes be applied out of the box?

  A. Consumer
  B. Entitlement
  C. Sold Product
  A. Consumer

• Question 190:

  Which knowledge records can be configured with User Criteria?

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