ServiceNow ServiceNow Certifications CIS-CSM Questions & Answers

• Question 51:

  Which application must be activated to enable customers to check in on-line for future appointments?

  A. Business Location

  B. Walk-Up Experience

  C. Field Service Management

  D. Service Organization

  Correct Answer: B

• Question 52:

  What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

  A. Knowledge and skills required for agents

  B. Geographical location of customer

  C. Languages spoken by agents

  D. Number and type of support tools available

  E. Number of customer service portals used

  F. Number of agents required

  Correct Answer: ACDF

• Question 53:

  What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?

  A. Web

  B. Catalog

  C. Portal

  D. Virtual Agent

  Correct Answer: A

• Question 54:

  What is the purpose of the Guided Decisions capability?

  A. Provide agents with an escalation guide

  B. Guide agents through account management

  C. Dynamically guide agents to help resolve complex cases

  D. Provide agents with a knowledge guide

  Correct Answer: C

• Question 55:

  During which Now Create stage are workshops conducted?

  A. Execute

  B. Initiate

  C. Deliver

  D. Plan

  E. Close

  Correct Answer: D

• Question 56:

  Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

  A. Case Performance

  B. Case Analytics

  C. Case Digest

  D. Case Spotlight

  Correct Answer: D

• Question 57:

  Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

  A. True

  B. False

  Correct Answer: A

• Question 58:

  Entitlements specify the level of service provided to customers.

  A. False

  B. True

  Correct Answer: B

• Question 59:

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

  A. True

  B. False

  Correct Answer: A

• Question 60:

  Which of the following are best practice with regard to data imports? (Choose two.)

  A. When importing to multiple instances import to each instance separately.

  B. Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.

  C. Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.

  D. Images embedded in Knowledge Articles should be uploaded separately.

  Correct Answer: AD