ServiceNow CIS-CSM Online Practice Questions and Exam Preparation

ServiceNow CIS-CSM Online Questions & Answers

• Question 11:

  Partner admin contacts have access to the data of both their partner accounts and customer accounts.

  A. True
  B. False
  A. True

• Question 12:

  What role does the Engagement Manager play before the Workshop? (Choose two.)

  A. Project Manager
  B. Acts as intermediary
  C. Provides answers to technical problems
  D. Assists with technical requirements
  A. Project Manager
  D. Assists with technical requirements

• Question 13:

  Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)

  A. Assist customers with questions, issues and problems
  B. Create cases
  C. Propose major cases
  D. View, edit, and work on cases
  E. Approve customer contacts
  F. Manage customer entitlements
  A. Assist customers with questions, issues and problems
  B. Create cases
  C. Propose major cases
  D. View, edit, and work on cases

• Question 14:

  Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

  A. Case Escalation
  B. Case State
  C. Case Categorization
  D. Case Prioritization
  C. Case Categorization
  D. Case Prioritization

• Question 15:

  From which one of the following can an agent create a CSM Case:

  A. Human Resource Application
  B. Incident Management
  C. Chat
  D. Special Handling Note
  C. Chat

• Question 16:

  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
  A. Customer Service Historic Data Collection

• Question 17:

  By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)

  A. Assets
  B. Publications
  C. Products
  D. Contacts
  E. Contracts
  A. Assets
  B. Publications
  C. Products

• Question 18:

  In ServiceNow's CSM Application, what is an interaction?

  A. Any configuration item that has been made accessible to customers
  B. A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer
  C. A binding agreement between two parties
  D. A request for assistance made through a chat, phone call, or walk-up
  D. A request for assistance made through a chat, phone call, or walk-up

• Question 19:

  What is knowledge article versioning?

  A. A content tracker for knowledge articles
  B. A knowledge article publishing guide
  C. The ability to manage and track article updates
  D. A knowledge article numbering guide
  C. The ability to manage and track article updates

• Question 20:

  Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.)

  A. Imported external articles appear as attachments in ServiceNow
  B. Only applications that allow WebDAV connections can be integrated
  C. The imported article will have the same category it had in the source knowledge base
  D. SharePoint blocks this integration
  A. Imported external articles appear as attachments in ServiceNow
  B. Only applications that allow WebDAV connections can be integrated