ServiceNow ServiceNow Certifications CIS-CSM Questions & Answers

• Question 221:

  When working with case types, what is the lowest level in the case type hierarchy called?

  A. Sub-level

  B. Leaf-level

  C. Decision-level

  D. Base-level

  Correct Answer: C

• Question 222:

  Which roles are responsible for maintaining account team membership? (Choose two.)

  A. Customer Admin [sn_customerservice.customer.admin]

  B. Customer Case Manager [sn_customerservice.customer_case_manager]

  C. System Administrator [admin]

  D. Customer Service Manager [sn_customerservice_manager]

  Correct Answer: CD

• Question 223:

  What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)

  A. Cases

  B. Related parties

  C. Assets

  D. Social profiles

  E. Sold products

  Correct Answer: ABE

• Question 224:

  Which of the following are benefits of customer access management? (Choose two.)

  A. It increases security by automatically granting access to cases based on access to sold product.

  B. It defaults the responsibility for access management to the customer.

  C. It defaults the responsibility for access management to the customer service agent.

  D. It improves the customer experience by enabling related parties to track and collaborate on cases.

  Correct Answer: AD

• Question 225:

  Which ServiceNow products can be integrated out-of-the-box with CSM? (Choose three.)

  A. ITOM Event Management

  B. Risk Management

  C. Strategic Portfolio Management

  D. DevOps

  E. Financial Management

  Correct Answer: ACD

• Question 226:

  When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

  A. Order

  B. Offer

  C. Monitoring

  D. FAQ

  E. Request

  F. Contract

  Correct Answer: A

• Question 227:

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

  A. Simple

  B. Advanced

  C. Selection Criteria

  D. Skill

  E. Affinity

  F. Scripted

  Correct Answer: ABCF