ServiceNow ServiceNow Certifications CIS-CSM Questions & Answers

• Question 181:

  Service-aware Install Base consists of which entities? (Choose three.)

  A. Installed Products

  B. Install Base Items

  C. Assets

  D. Sold Products

  E. Configuration Items

  Correct Answer: ABD

• Question 182:

  What is the primary output from the Requirements Gathering workshop?

  A. Schedules

  B. Use Cases

  C. Stories

  D. Personas

  Correct Answer: C

• Question 183:

  What is a limitation regarding synchronization between a case and its associated work order?

  A. If information changes on the Case form it is not updated on the Work Order form

  B. Updates on a case or work order will only synchronize after the work order is approved

  C. When creating a work order from a case only the Account field on the work order form is filed in but not the Company field

  D. The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized

  Correct Answer: A

• Question 184:

  Which roles can propose a case as a Major Case candidate? (Choose three.)

  A. Proxy contact (sn_customerservice.proxy_contact)

  B. Customer case manager (sn_customerservice.customer_case_manager)

  C. Customer service manager (sn_customerservice_manager)

  D. Customer service agent (sn_customerservice_agent)

  E. Major issue manager (sn_majorissue_mgt.major_issue_manager)

  Correct Answer: CDE

• Question 185:

  Which of the following is a required field in the Resolution Information tab in order to close a case?

  A. Cause

  B. Closed

  C. Resolution notes

  D. Closed by

  Correct Answer: C

• Question 186:

  Access to a Knowledge base or Article can be restricted based on a customer's assets and the product models using which of the following?

  A. Knowledge Product Entitlements

  B. Data Policy

  C. ACL

  D. User Criteria

  Correct Answer: D

• Question 187:

  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

  Correct Answer: ABC

• Question 188:

  A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)

  A. No escalation approval flow is configured

  B. The parent account of the account to be escalated is not active

  C. The customer service agent is not assigned with the escalation requester role

  D. The account already has an open escalation record

  Correct Answer: AC

• Question 189:

  After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

  A. Customer Service Historic Data Collection

  B. Customer Service Initial Data Collection

  C. Customer Service Daily Data Collection

  D. Customer Service Case Data Collection

  Correct Answer: A

• Question 190:

  When working with communication channels, what inbound email flows are available by default? (Choose two.)

  A. Create case for product

  B. Create case for asset

  C. Update case from forward email

  D. Create case from email

  E. Update case using reply

  Correct Answer: DE