ServiceNow ServiceNow Certifications CIS-CSM Questions & Answers

• Question 21:

  Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow's and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

  A. Proactive Prevention

  B. Service-Aware Install Base

  C. Service Reporting

  D. Proactive Case

  E. Service-Aware CMDB

  F. Service Monitoring

  Correct Answer: BDF

• Question 22:

  Which roles are considered external? (Choose two.)

  A. Consumer Support Agent (sn_customerservice.consumer_agent)

  B. Customer Admin (sn_customerservice.customer_admin)

  C. Partner Admin (sn_customerservice.partner_admin)

  D. Customer Service Agent (sn_customerservice_agent)

  Correct Answer: BC

• Question 23:

  Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?

  A. Close Cases in Resolved state

  B. Auto Close Resolved Cases

  C. Resolved to Close State

  D. Move Resolved Cases to Closed

  Correct Answer: B

• Question 24:

  Which role must B2B and B2C customers obtain, at a MINIMUM, to access to a ServiceNow instance?

  A. External (snc_external)

  B. Account Contact (sn_customeservice.account_contact)

  C. Customer (sn_customerservice.customer)

  D. Case Creator (sn_customerservice.case_creator)

  Correct Answer: C

• Question 25:

  In Advanced Work Assignment, what does the overflow assignment capability do, if defined?

  A. When one support group reaches capacity the work item is automatically routed to another group

  B. Uses matching and assignment rules to send work items to the agent with the highest availability

  C. Routes cases to different groups based on their skill set and availability

  D. Uses matching and assignment rules to send work items to the agent with the most capacity

  Correct Answer: A

• Question 26:

  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

  Correct Answer: A

• Question 27:

  Name a security benefit gained from using scoped applications:

  A. Prevents changes to tables without explicit permission from IT

  B. Prevents third party integrations

  C. Limits accessibility to other applications in the instance

  D. Limits the number of update sets that can be applied

  Correct Answer: C

• Question 28:

  In Agent Workspace Chat, Agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

  A. Rejects an incoming chat and moves it automatically to the "General" queue

  B. Routes the chat towards another group

  C. Uses response templates to insert as text in a conversation

  D. Rolls up the current chat history towards an existing case

  Correct Answer: C

• Question 29:

  Advance Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types? (Choose three.)

  A. Skill seniority

  B. Account team responsibility

  C. Historical

  D. Related task

  E. Product expertise

  Correct Answer: BCD

• Question 30:

  An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used? (Choose two.)

  A. Contact

  B. Configuration Item

  C. Business Service

  D. Install base item

  E. Sold product

  Correct Answer: CD