ServiceNow ServiceNow Certifications CIS-CSM Questions & Answers

• Question 71:

  Which of the following are channels? (Choose two.)

  A. Contacts

  B. Web

  C. Chat

  D. Article

  Correct Answer: BC

• Question 72:

  How many active OpenFrame configurations can you have on an instance?

  A. 2

  B. Unlimited

  C. 1

  D. 3

  Correct Answer: B

• Question 73:

  Information in the Case Field `Contact' is copied to which Incident Field?

  A. Contact

  B. User

  C. Customer

  D. Caller

  Correct Answer: A

• Question 74:

  Which of the following roles cannot update a consumer's record?

  A. sn_customerservice_agent

  B. sn_customerservice_manager

  C. sn_customerservice.consumer_agent

  D. admin

  Correct Answer: A

• Question 75:

  Major Issue Management uses which one of the following capabilities?

  A. Governance Risk and Control

  B. Targeted Communications

  C. Asset management

  D. Record producers

  Correct Answer: B

• Question 76:

  What is required to synchronize fields from a parent to a child case(s)?

  A. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

  B. Major Issue Management needs to be installed and certain properties enabled

  C. No action required, this is a standard Customer Service Management feature

  D. The role of sn_customerservice.customer_case_manager must be assigned

  Correct Answer: C

• Question 77:

  The available case types are: (Choose two.)

  A. Product Support

  B. Order

  C. Product

  D. Support

  Correct Answer: BD

• Question 78:

  What is required to enable the Follow the sun field on the Customer Service Case form?

  A. Nothing, it is a standard field

  B. The value property on the form must be set to true

  C. The plugin `com.snc.csm_time_recording' needs to be activated

  D. The value property on the form must be set to true and the field added to the case form

  Correct Answer: B

• Question 79:

  In the Customer Service Management space, what does the term asset management mean?

  A. Financial, contractual and inventory information of assets

  B. A set of business activities and processes used to track assets

  C. Tables in the Asset application

  D. Tracking products or services customers are using

  Correct Answer: A

• Question 80:

  If only one user reports a content for moderation, the content will be hidden.

  A. True

  B. False

  Correct Answer: B