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CIS-CSM Questions and Answers

Question # 6

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 # 7

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 # 8

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 # 9

An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used?

Choose 2 answers

A.

Contact

B.

Sold product

C.

Install base Item

D.

Configuration item

E.

Business Service

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Question # 10

Partner admin (sn_customerservice.partner_admin) contacts have access to:

A.

Their customer account

B.

Their partner accounts

C.

Both

D.

Neither

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Question # 11

Special Handling Notes can apply to which one of the following based on specific attributes?

A.

Domain

B.

Contact

C.

Holiday

D.

VIP

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Question # 12

Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)

A.

Experience

B.

Skills

C.

Availability

D.

Shifts

E.

Capacity

F.

Products

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Question # 13

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

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Question # 14

What are the types of matching criteria for Customer Service? (Choose four.)

A.

Matching Skills Most Voted

B.

Last Assigned Most Voted

C.

Certifications

D.

Distance

E.

Assigned Cases Most Voted

F.

Availability Today Most Voted

G.

Partner Hours

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Question # 15

From which one of the following can an agent create a CSM Case:

A.

Human Resource Application

B.

Incident Management

C.

Chat

D.

Special Handling Note

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Question # 16

What is the primary output from the Requirements Gathering workshop?

A.

Schedules

B.

Use Cases

C.

Stories

D.

Personas

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Question # 17

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

A.

True

B.

False

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Question # 18

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 # 19

Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)

A.

Can research questions issues, or problems, and create view and edit cases for only their own accounts Most Voted

B.

Can assign the roles to other contacts in the same account

C.

Can view assets belonging to their account Most Voted

D.

Can edit information or roles for existing contacts

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Question # 20

What determines how an escalation request is processed?

A.

Escalation Rule

B.

Escalation Template

C.

Escalation Severity

D.

Escalation Justification

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Question # 21

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 # 22

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

A.

Contacts

B.

Web

C.

Chat

D.

Article

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Question # 23

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 # 24

Match the definitions for roles relationships.

Hot Area:

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Question # 25

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

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Question # 26

What should be emphasized when designing solutions? (Choose three.)

A.

Minimize customizations

B.

Focus Out-of-the-box functionality

C.

Design for Scalability

D.

Mobile friendly functionality

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Question # 27

When are any changes to the platform considered a customization?

A.

When they require an implementation spread across all project phases

B.

If they are NOT applied through the usage of built-in tools on the Now Platform

C.

When they are solely implemented for a custom application

D.

When there are business demands for custom functionality that is not offered out-of-the-box

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Question # 28

Which of the following child case states would cause parent - child case synchronization to fail?

Choose 3 answers

A.

Cancelled

B.

Resolved

C.

Awaiting Info

D.

In Progress

E.

Closed

F.

New

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Question # 29

Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

A.

Partner Service

B.

Customer Service

C.

Consumer Service

D.

Product Service

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Question # 30

What are the characteristics of Knowledge Categories?

A.

Shareable across KBs: Yes ; Multi-Level: No

B.

Shareable across KBs: No ; Multi-Level: Yes

C.

Shareable across KBs: No ; Multi-Level: No

D.

Shareable across KBs: Yes ; Multi-Level: Yes

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Question # 31

As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?

A.

Document the knowledge gap in the case worn notes and escalate the case

B.

Use Related Links on the case form to report a knowledge gap

C.

Post a question in one of the various Customer Service Management knowledge bases

D.

Use the Create Knowledge button on the case form to report a knowledge gap

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Question # 32

Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

A.

The contract and entitlements of an asset dictate whether or not it is stored in the CMDB

B.

The CMDB only tracks CIs, assets cannot be CIs

C.

While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs

D.

The CMDB tracks all assets as configuration items (CIs)

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Question # 33

Which of the following is a condition for matching rules?

A.

Agent domain

B.

Assignment

C.

Switching

D.

Specific case attributes

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Question # 34

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 # 35

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

A.

Admin

B.

Registered

C.

Public

D.

Custom

E.

Moderator

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Question # 36

What does viewing a customer’s install base enable customer service agents to do? (Choose two.)

A.

See the detailed configurations of the products and services deployed for a customer to determine me action needed

B.

Monitor alerts for operational services and configuration items that affect service health

C.

Trace information provided m a case to the right product or service to which it relates

D.

Close an upsell of related products and services not yet purchased by a customer

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Question # 37

In the Customer Service Management space what defines the term asset?

A.

A physical item

B.

A specific product instance supported for a customer

C.

A product that a company supports

D.

A resource that allows a business service

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Question # 38

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 # 39

How are Service Catalogs and Catalog Items related? (Choose two.)

A.

A catalog item can be associated with one or more service catalogs Most Voted

B.

Access to catalog items is determined by the service catalog's assigned user criteria

C.

Service catalogs may contain multiple catalog items Most Voted

D.

A catalog item can only be associated with one service catalog

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Question # 40

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 # 41

When working with communication channels, what inbound email flows are available by default? (Choose two.)

A.

Create case for product

B.

Create case for asset

C.

Update case from forward email

D.

Create case from email

E.

Update case using reply

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Question # 42

What are the advantages of leading indicators over lagging indicators? (Choose two.)

A.

Hard to influence

B.

Prospective Most Voted

C.

Retrospective

D.

Easy to influence

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Question # 43

Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)

A.

Hardware assets Most Voted

B.

Facility assets Most Voted

C.

Configuration assets

D.

Software licenses assets Most Voted

E.

Enterprise Software assets Most Voted

F.

Network assets

G.

Consumables assets

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Question # 44

Which knowledge records can be configured with User Criteria?

A.

Knowledge Base

B.

Knowledge Base and Category

C.

Knowledge Base, Category and Article

D.

Knowledge Base and Article

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Question # 45

From what places in SN can an agent create a case? (Choose three.)

A.

Customer Service Application

B.

Contact

C.

Account

D.

Chat

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Question # 46

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 # 47

Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)

A.

Customer service manager (sn_customerservice_manager) Most Voted

B.

Customer service agent (sn_customerservice_agent) Most Voted

C.

Customer administrator (sn_customerservice.customer_admin)

D.

Partner (sn_customerservice.partner)

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Question # 48

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 # 49

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?

Options are :

A.

Maybe

B.

No

C.

Yes

D.

I don't know

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Question # 50

Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)

A.

Assigned Cases

B.

Agent Affinity

C.

Availability Today

D.

Matching Skills

E.

Agent History

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Question # 51

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

A.

Can view assets belonging to their partner accounts

B.

Can create, view, and edit cases for their partner accounts

C.

Can resolve cases reported by their partner accounts

D.

Can create and update contacts for their partner accounts

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Question # 52

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 # 53

Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)

A.

Create Contact

B.

Check Case Status Most Voted

C.

Close Case

D.

Get Help with an Order Most Voted

E.

Get Help with an Asset

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Question # 54

When creating or importing assets for CSM, model categories are used to: (Choose three.)

A.

Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa Most Voted

B.

Group assets together Most Voted

C.

Build a classification structure for product models

D.

Model the configuration options for each product model being sold to customers

E.

Define a link between Asset classes and Configuration Item (CI) classes

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Question # 55

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

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Question # 56

What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)

A.

Cases

B.

Related parties

C.

Assets

D.

Social profiles

E.

Sold products

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Question # 57

________________ is a role for managing all of the cases in an account and any related child accounts.

Options are :

A.

Partner administrator [sn_customerservice.partner_admin]

B.

Consumer [sn_customerservice.consumer]

C.

Customer [sn_customerservice.customer]

D.

Partner [sn_customerservice.partner]

E.

Customer case manager [sn_customerservice.customer_case_manager]

F.

Customer administrator [sn_customerservice.customer_admin]

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Question # 58

What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)

A.

Reduces agent workload

B.

Reduces monthly case volume

C.

Work orders can be created from a case Most Voted

D.

Customer can access work order details and tasks created for their case

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Question # 59

What do blue circles in the timeline of a case form represent?

A.

Note

B.

State

C.

Activity

D.

Comment

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Question # 60

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 # 61

Entitlements specify the level of service provided to customers.

A.

False

B.

True

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Question # 62

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

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Question # 63

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

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Question # 64

A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)

A.

Customer service manager (sn_customerservice_manager)

B.

System administrator (admin) Most Voted

C.

Customer administrator (sn_customerservice.customer_admin) Most Voted

D.

Partner administrator [sn_customerservice.partner_admon] Most Voted

E.

Service organization administrator (sn_customerservice.service_organization_admin)

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Question # 65

What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?

A.

Runs at the end of the month and deactivates all Special Handling notes more than 30 days old

B.

Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week

C.

Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated

D.

Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates

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Question # 66

To which entities can Special Handling Notes be applied out of the box?

A.

Consumer

B.

Entitlement

C.

Sold Product

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Question # 67

Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades How many sequential project phases and exit gates are there in the Now Create Methodology?

A.

Four

B.

Three

C.

Six

D.

Five

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Question # 68

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

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