ServiceNow ServiceNow Certifications CIS-CSM Questions & Answers

• Question 61:

  From a service provider's perspective, is the following a product or an asset?

  A cable modem model that the service provider sells.

  A. Product

  B. Asset

  Correct Answer: A

• Question 62:

  Read the use case below to determine if the customer service relationship is B2B or B2C.

  Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary's house.

  A. B2C

  B. B2B

  Correct Answer: A

• Question 63:

  If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)

  A. Zboot the instance

  B. Disable the Case Interceptor

  C. Remove the Demo Data via a HI Request

  D. Clone back to this instance from a valid instance

  Correct Answer: CD

• Question 64:

  What criteria can be used to determine when a new inbound case should be opened?

  A. When a new customer is created

  B. When an internal problem occurs

  C. When a customer has a question or issue to resolve

  D. When we have new marketing material for a customer

  Correct Answer: C

• Question 65:

  Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

  A. Open an incident

  B. Viewing knowledge articles

  C. Live chat

  D. Consumer self-registration

  Correct Answer: D

• Question 66:

  The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

  A. True

  B. False

  Correct Answer: A

• Question 67:

  The Customer Support Portal default configuration provides the following channels to interact with customers? (Choose two.)

  A. Web

  B. Social

  C. Chat

  D. Email

  Correct Answer: AD

• Question 68:

  What are common types of application record data that are imported during a CSM data migration? (Choose two.)

  A. Knowledge Article

  B. Accounts

  C. Chat

  D. Case

  Correct Answer: BD

• Question 69:

  Which are the key self-service functions of the Customer Support Portal? (Choose three.)

  A. Community

  B. Knowledge Base

  C. Open An Incident

  D. Service Catalog

  Correct Answer: ABD

• Question 70:

  Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

  A. Manage requests

  B. Execute assigned tasks

  C. Close work orders

  D. Manage cases

  E. Manage assets

  Correct Answer: BCD