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CIS-CSM Questions and Answers

Question # 6

On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)

A.

Partner admin

B.

Partner contact

C.

Customer admin

D.

Customer contact

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Question # 7

_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.

Options are :

A.

Partner [sn_customerservice.partner]

B.

Agent [sn_customerservice_agent]

C.

Consumer Agent [sn_customerservice.consumer_agent]

D.

Agent manager [sn_customerservice_manager]

E.

Customer case manager [sn_customerservice.customer_case_manager]

F.

Customer administrator [sn_customerservice.customer_admin]

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Question # 8

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

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Question # 9

Based on which out-of-box attributes can Special Handling Notes be applied to cases?

Choose 3 answers

A.

Product Model

B.

Account

C.

Service Contract

D.

Contact

E.

Install Base Item

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Question # 10

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

A.

True

B.

False

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Question # 11

Which of the following is correct regarding the social med a channel?

A.

Cases cannot be created from any of the social channels

B.

Cases are NOT created automatically from any of the social channels

C.

Cases can be created automatically depending on which social channel is used

D.

Cases are created automatically from all of the social channels

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Question # 12

Which type of catalog item may be found in a Service Catalog?

A.

Requested Items

B.

Content Items Most Voted

C.

Categories

D.

Execution Plans

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Question # 13

Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

A.

Entering question in portal only

B.

Record Producer only

C.

Both portal question entry and Record Producer

D.

None of the above

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Question # 14

Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?

Choose 2 answers

A.

Store APPs

B.

XML unloads

C.

Update Sets

D.

Plugins

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Question # 15

A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)

A.

No escalation approval flow is configured

B.

The parent account of the account to be escalated is not active

C.

The customer service agent is not assigned with the escalation requester role

D.

The account already has an open escalation record

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Question # 16

What action to be taken if the product has no configurable attributes?

A.

Optimize data in the Install base Item table

B.

Create new child table for Install Base Item

C.

Group into existing extended Install Base Item table

D.

Store it in the baseline Install Base Item table

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Question # 17

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

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Question # 18

What features are included with the Customer Service Portal?

Choose 3 answers

A.

Header with links for different customer activities such as creating a case

B.

Search feature to get Information from several repositories

C.

Links to information sources such as the knowledge base, community and customer support

D.

Links to marketing promotions and product coupons

E.

The ability to create new accounts

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Question # 19

Which entity denotes the product instance that has been installed or provisioned for a customer?

A.

Service Agreement

B.

Install Base Item

C.

Contract

D.

Sold Product

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Question # 20

What does Major issue Management use to identify all other customers impacted by a major case?

A.

Account lists

B.

Customer Product lists

C.

Notify lists

D.

Recipient lists

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Question # 21

Which of the following best describes how the CSM application uses the Asset table?

A.

CSM uses the Product table instead of the ITSM Asset table

B.

Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM

C.

ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields

D.

CSM uses the Product Model table instead of the ITSM Asset table

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Question # 22

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

A.

Case Escalation

B.

Case State

C.

Case Categorization

D.

Case Prioritization

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Question # 23

Which field could be used for classifying different consumer addresses?

A.

Contact

B.

Address Types

C.

Services

D.

Location

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Question # 24

Match the business rule to its function in the Self-Service Portal.

Hot Area:

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Question # 25

In ServiceNow’s CSM Application, what is an interaction?

A.

Any configuration item that has been made accessible to customers

B.

A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer

C.

A binding agreement between two parties

D.

A request for assistance made through a chat, phone call, or walk-up

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Question # 26

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

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Question # 27

In the 'Action Status' column on a case list, what does a blue indicator dot mean?

A.

Blocked internally

B.

Work in progress

C.

Blocked externally

D.

Needs attention

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Question # 28

Which of the following are benefits of customer access management? (Choose two.)

A.

It increases security by automatically granting access to cases based on access to sold product.

B.

It defaults the responsibility for access management to the customer.

C.

It defaults the responsibility for access management to the customer service agent.

D.

It improves the customer experience by enabling related parties to track and collaborate on cases.

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Question # 29

What does NLU stand for?

A.

Natural-Learning Userability

B.

Natural-Language Understanding Most Voted

C.

Natural-Learning URL

D.

Natural-Language URL

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Question # 30

The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?

A.

Customer Service Manager (sn_customerservice_manager)

B.

System administrator (admin)

C.

Service organization administrator (sn_customerservice.service_organization_admin)

D.

Customer admin (sn_customerservice.customer_admin)

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Question # 31

Which of the following are correct for parent/child synchronization? (Choose two.)

A.

Multiple child cases can be managed from a parent case as in Major Issue Management

B.

The Administrator can choose which fields to synchronize from parent to child cases

C.

Parent to child cases can be synchronized regardless of which state the case is in

D.

The property to synchronize parent to child cases is automatically enabled

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Question # 32

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

A.

2

B.

Unlimited

C.

1

D.

3

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Question # 33

Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)

A.

Contact (customer_contact)

B.

Consumer User (csm_consumer-user)

C.

Consumer (csm_consumer)

D.

CSM User (csm_user)

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Question # 34

What is a limitation regarding synchronization between a case and its associated work order?

A.

If information changes on the Case form it is not updated on the Work Order form

B.

Updates on a case or work order will only synchronize after the work order is approved

C.

When creating a work order from a case only the Account field on the work order form is filed in but not the Company field

D.

The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized

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Question # 35

What should be done if an attribute about an Install Base Item is merely for informational purposes?

A.

Include it in the entitlement details

B.

Track it as an Install Base characteristic

C.

Document it in the product manual

D.

Create a Install Base custom field

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Question # 36

Which aspect of an install base item helps document the details of products installed at a customer location?

A.

Product ID

B.

Service Logs

C.

Install Base Attributes

D.

Sales Records

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Question # 37

How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)

A.

Store Apps

B.

Update Sets

C.

Through private scopes

D.

Plugins

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Question # 38

When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?

A.

Allows access to knowledge articles that are related to entitlements owned by a customer

B.

Allows access to multi-product line knowledge articles

C.

Allows access to knowledge articles that are related to products owned by a customer

D.

Allows access to knowledge articles based on customer's security access

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Question # 39

New case tasks use the following prefix:

A.

CSMTASK prefix

B.

CASETASK prefix

C.

CSTASK prefix

D.

No specific task prefix just existing TASK prefix

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Question # 40

Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

A.

Contextual Search

B.

Agent Assist

C.

Dynamic Related Records

D.

Record Information

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Question # 41

During which Now Create stage are workshops conducted?

A.

Execute

B.

Initiate

C.

Deliver

D.

Plan

E.

Close

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Question # 42

What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?

A.

Consumer (sn_customservice.consumer)

B.

Customer (sn_suctomservice.customer)

C.

External (snc_external)

D.

Proxy Contact (sn_customservice.proxy_contact)

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Question # 43

Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.

Options are :

A.

sn_shn.max_num_alerts

B.

sn_shn.note_preferences

C.

sn_shn.popup_width

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Question # 44

When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

A.

Social Channels

B.

Social Profiles

C.

Social Logs

D.

Work notes

E.

Additional comments

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Question # 45

What action can be performed by a Customer Admin (sn_customerservice.customer_admin) and NOT by a Customer (sn_customerservice.customer) in the Customer Service Portal?

A.

Can resolve cases reported by themselves

B.

Can view assets belonging to their account

C.

Can create and update contacts for their accounts

D.

Can create, view, and edit cases for their account

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Question # 46

Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?

(Choose two.)

A.

Imported external articles appear as attachments in ServiceNow

B.

Only applications that allow WebDAV connections can be integrated

C.

The imported article will have the same category it had in the source knowledge base

D.

SharePoint blocks this integration

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Question # 47

Out-of-the-box. cases are automatically closed after how many days?

A.

3 days

B.

5 days

C.

10 days

D.

Cases are not automatically closed by default

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Question # 48

In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?

A.

The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner

B.

A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle

C.

Asset management has different use cases for tracking specific products or services customers are using Most Voted

D.

It includes all of the data crucial to support customers as efficiently as possible

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Question # 49

In case management. Parent Child Synchronization allows for which of the following:

A.

Synchronization of all child cases as well as children of child cases on all levels

B.

Child cases to be separated from Parent cases and will not be synchronized automatically

C.

Parent cases to automatically generate child cases when all fields are filled out thus, synchronized auto-population

D.

Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case

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Question # 50

How are consumers related to households?

A.

Household Member table

B.

Location table

C.

Household field on the Consumer record

D.

Consumer are not related to Households

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Question # 51

Which of the following options can a survey administrator define on an individual survey? (Choose two.)

A.

The ability for end users to decline survey assignments

B.

Number of survey reminder notifications

C.

Trigger conditions Most Voted

D.

Anonymize responses

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Question # 52

When configuring email in Communication Channels, how many outgoing email addresses are supported?

A.

One

B.

Two

C.

Three

D.

Unlimited

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Question # 53

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

A.

External (snc_external)

B.

Account Contact (sn_cusiometservice.accouni_contactf

C.

Cusiomer(sn_customerservice.customer)

D.

Case Creator (sn_customer service, case creator)

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Question # 54

Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

A.

Escalate a case on the add-m panel of Outlook

B.

Register the sender of an email as contact

C.

As the Microsoft Outlook user, register yourself as self-contributor

D.

Create cases using email content in Outlook for the customer contact

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Question # 55

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

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Question # 56

An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with?

A.

One

B.

Two

C.

Three

D.

Multiple

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Question # 57

Which roles are considered external? (Choose two.)

A.

Consumer Support Agent (sn_customerservice.consumer_agent)

B.

Customer Admin (sn_customerservice.customer_admin) Most Voted

C.

Partner Admin (sn_customerservice.partner_admin) Most Voted

D.

Customer Service Agent (sn_customerservice_agent)

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Question # 58

Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

A.

Set the Agent Experience (What agents see in their Workspace inbox)

B.

Define Assignment Rules (How to assign work items)

C.

Define Work Item Queues (Where to route)

D.

Configure Service Channels (What to route)

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Question # 59

What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?

A.

Catalog item

B.

Service Catalog Request

C.

Request Item

D.

Record Producer

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Question # 60

Which feature provides easy-to-configure integrations between the Now Platform and third-party Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) tools or platforms?

A.

Web Services

B.

Active Directory

C.

Import Sets

D.

Integration Hub

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Question # 61

Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)

A.

Assist customers with questions, issues and problems

B.

Create cases

C.

Propose major cases

D.

View, edit, and work on cases

E.

Approve customer contacts

F.

Manage customer entitlements

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Question # 62

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

A.

True

B.

False

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Question # 63

What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

A.

Define the Business Pain Points

B.

Provide consistent service to customers

C.

Have a clear understanding of the use cases

D.

Define the number of hours needed to develop the associated requirements

E.

Implementation is only as good as the underlying process

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Question # 64

Information in the Case Field ‘Contact’ is copied to which Incident Field?

A.

Contact

B.

User

C.

Customer

D.

Caller

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Question # 65

Which feature enables employees to request support for themselves and for external customers?

A.

Account Management

B.

Responsibility Definitions

C.

Contributor Users

D.

Business Locations

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Question # 66

Why does the implementation team need to deliver core functionality to the customer as quickly as possible?

A.

To expand the technical reach

B.

To facilitate the requirement gathering during the workshops

C.

To complete any complex customizations early enough

D.

To realize near-term ROI (Return on Investment)

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Question # 67

What attribute/field is employed to construct the hierarchy of Install Base Items in a system?

A.

Parent Install Base Item

B.

Configurable Attributes

C.

Root Install Base Item

D.

Child Install Base Item

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Question # 68

What module is used to create Case Record Producers?

A.

Case Record Producers

B.

Edit Records

C.

Record Producers

D.

Maintain Records

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Question # 69

Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?

A.

The form headers secondary values can only be displayed above the ribbon components

B.

The form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components

C.

The form header for the case form can display five levels of field values from the case table

D.

The form header's primary values can be displayed in the contextual side panel instead of above the ribbon components

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Question # 70

Match the definitions for roles relationships.

Hot Area:

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Question # 71

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

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Question # 72

Which roles are responsible for maintaining account team membership? (Choose two.)

A.

Customer Admin [sn_customerservice.customer.admin]

B.

Customer Case Manager [sn_customerservice.customer_case_manager]

C.

System Administrator [admin]

D.

Customer Service Manager [sn_customerservice_manager]

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Question # 73

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.

Access Types

D.

Filtered Lists

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Question # 74

Matching rules enhance assignment capability by ____________________.

A.

Matching best agent by availability

B.

Providing dynamic matching of cases to groups or individuals

C.

Determining if account is a customer or partner

D.

Matching best agent by skill

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Question # 75

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

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Question # 76

What are the three out-of-the-box playbooks for CSM?

Choose 3 answers

A.

Case Playbook for product Support

B.

Case playbook for Onboarding

C.

Case playbook for Billing

D.

Case playbook for Accounts

E.

Case playbook for Complaints

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Question # 77

Information about a customer’s service contract is found in Knowledge.

A.

False

B.

True

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