ServiceNow ServiceNow Certifications CIS-CSM Questions & Answers

• Question 81:

  Which of the following are true regarding the Community Portal application? (Choose two.)

  A. It is available to any customer with a Community license

  B. It is available by default with the Support and Service portals

  C. It is only available to CSM license holders

  D. Most of the configuration does not require System Administrator role

  Correct Answer: AC

• Question 82:

  What are features of Customer Service Management? (Choose four.)

  A. Timed Audits

  B. Service Entitlements

  C. Demand Management

  D. Service Prospecting

  E. Real-time SLAs

  F. Service Contracts

  G. Skills-based routing

  Correct Answer: BCEG

• Question 83:

  What are the Forum User Types? (Choose three.)

  A. Admin

  B. Registered

  C. Public

  D. Custom

  E. Moderator

  Correct Answer: BCE

• Question 84:

  How many outbound email accounts are supported in Customer Service Management?

  A. One

  B. Unlimited

  C. Two

  D. One per business service

  Correct Answer: A

• Question 85:

  ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer's Twitter profile details?

  A. Account

  B. Not supported

  C. Consumer

  D. Social Profile

  E. Personnel File

  Correct Answer: D

• Question 86:

  Which social media channels are NOT available out-of-box?

  A. Facebook

  B. Twitter

  C. LinkedIn

  D. All of the above

  E. None of the above

  Correct Answer: E

• Question 87:

  What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?

  A. Selecting all the groups

  B. Selecting none of the groups

  C. Missing configuration

  D. Misconfigured

  Correct Answer: A

• Question 88:

  What module is used to create Case Record Producers?

  A. Case Record Producers

  B. Edit Records

  C. Record Producers

  D. Maintain Records

  Correct Answer: C

• Question 89:

  Which one is NOT a dependency for the Customer Service Plugin?

  A. Task Activities

  B. Skills Management

  C. Openframe

  D. Communities

  Correct Answer: D

• Question 90:

  What is the purpose of a Catalog Item variable?

  A. Grants the customer the opportunity to ask a question

  B. Opens a wizard to help a customer fill in a case form

  C. Guides a customer by providing hints on case forms

  D. Allows the customer or consumer to qualify their answer

  Correct Answer: D