ServiceNow ServiceNow Certifications CIS-CSM Questions & Answers

• Question 11:

  What feature does the Product Model and Catalog Items Relationship plugin enable?

  A. Agents are automatically proposed catalog items related to the chosen product on the case form

  B. Consumers can track what products they have purchased via the catalog

  C. It provides a contextual service catalog based on the customer's subscribed services D. Customer service managers can track the financial cost of customer's subscribed services and the related requests

  Correct Answer: A

• Question 12:

  As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?

  A. Document the knowledge gap in the case work notes and escalate the case

  B. Post a question in one of the various Customer Service Management knowledge bases

  C. Use Related Links on the case form to report a knowledge gap

  D. Use the Create Knowledge button on the case form to report a knowledge gap

  Correct Answer: C

• Question 13:

  Based on which out-of-box attributes can Special handling Notes be applied to cases? (Choose three.)

  A. Service Contract

  B. Install Base Item

  C. Product

  D. Account

  E. Contact

  Correct Answer: CDE

• Question 14:

  Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)

  A. Case playbook for Onboarding

  B. Case playbook for Services

  C. Case playbook for Product Support

  D. Case playbook for Complaints

  E. Case playbook for Billing

  Correct Answer: ACD

• Question 15:

  Which of the following child case states would cause parent - child case synchronization to fail? (Choose three.)

  A. Resolved

  B. In Progress

  C. Awaiting Info

  D. New

  E. Closed

  F. Cancelled

  Correct Answer: CDE

• Question 16:

  External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. Which of the following can they approve in relation to cases via the portals?

  A. Request Records and Escalations

  B. Change Records and Request Records

  C. Problem Records and Escalations

  D. Problem Records and Incident Records

  Correct Answer: B

• Question 17:

  The default configuration automatically closes resolved Cases after how many days?

  A. 5 days

  B. Cases are not automatically closed by default

  C. 3 days

  D. 10 days

  Correct Answer: D

• Question 18:

  What do blue circles in the timeline of a case form represent?

  A. Triggered SLAs

  B. Activity updates

  C. Customer comments

  D. State changes

  Correct Answer: D

• Question 19:

  What are the different resource matching methods on the Matching Rule form? (Choose four.)

  A. History

  B. Scripted

  C. Advanced

  D. Simple

  E. Skill

  F. Selection Criteria

  Correct Answer: BCDF

• Question 20:

  What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?

  A. Consumer (sn_customservice.consumer)

  B. Customer (sn_suctomservice.customer)

  C. External (snc_external)

  D. Proxy Contact (sn_customservice.proxy_contact)

  Correct Answer: D