CIS-CSM exam questions for practice in 2023 Updated 103 Questions
Updated Aug-2023 Premium CIS-CSM Exam Engine pdf - Download Free Updated 103 Questions
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NEW QUESTION # 20
To which entities can Special Handling Notes be applied out of the box?
- A. Sold Product
- B. Consumer
- C. Entitlement
Answer: B
NEW QUESTION # 21
Which application must be activated to enable customers to check in on-line for future appointments?
- A. Service Organization
- B. Walk-Up Experience
- C. Field Service Management
- D. Business Location
Answer: B
NEW QUESTION # 22
Agents and managers cannot create knowledge articles from Community questions.
- A. True
- B. False
Answer: B
Explanation:
Explanation
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
NEW QUESTION # 23
Out-of-the-box. cases are automatically closed after how many days?
- A. Cases are not automatically closed by default
- B. 3 days
- C. 10 days
- D. 5 days
Answer: C
NEW QUESTION # 24
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
- A. Agents can use the field to identify if it is the right time to contact customer
- B. The field is not based of the customers profile time zone
- C. The field is active in the base form
- D. The field is always based on the system time zone
Answer: B
NEW QUESTION # 25
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. While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
- B. The contract and entitlements of an asset dictate whether or not it is stored in the CMDB
- C. The CMDB only tracks CIs, assets cannot be CIs
- D. The CMDB tracks all assets as configuration items (CIs)
Answer: A
NEW QUESTION # 26
What do blue circles in the timeline of a case form represent?
- A. Activity
- B. Comment
- C. State
- D. Note
Answer: C
NEW QUESTION # 27
Which of the following roles can update a consumer's record? (Choose two.)
- A. Customer Service Manager (sn_customerservice_manager)
- B. Consumer Support Agent {sn_customerservice.consumer_agent)
- C. Customer (sn_customerservice.customer)
- D. Customer Service Agent (sn_customerservice_agent)
Answer: B,C
NEW QUESTION # 28
What one of the following is optional when creating a Catalog workflow?
- A. Approving the workflow
- B. Managing workflow versions
- C. Defining workflow activities
- D. Publishing the workflow
Answer: B
Explanation:
Explanation
NEW QUESTION # 29
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 Digest
- B. Case Analytics
- C. Case Performance
- D. Case Spotlight
Answer: D
NEW QUESTION # 30
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. The value property on the form must be set to true
- B. The plugin 'com.snc.csm_time_recording' needs to be activated
- C. Nothing, it is a standard field
- D. The value property on the form must be set to true and the field added to the case form
Answer: A
Explanation:
Explanation
NEW QUESTION # 31
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. Configure Service Channels (What to route)
- B. Set the Agent Experience (What agents see in their Workspace inbox)
- C. Define Work Item Queues (Where to route)
- D. Define Assignment Rules (How to assign work items)
Answer: C
NEW QUESTION # 32
Articles can provide the following: (Choose three.)
- A. Share product information
- B. Provide answers and responses to common issues or questions
- C. Information about customer's service contract
- D. Document current and known issues
Answer: A,B,D
NEW QUESTION # 33
What is the purpose of a Catalog Item variable?
- A. Allows the customer or consumer to qualify their answer
- B. Allows the customer to ask a question
- C. Provides hint to the user on the field
- D. Opens a chat session with customer support
Answer: A
NEW QUESTION # 34
Which of the following are channels? (Choose two.)
- A. Web
- B. Article
- C. Chat
- D. Contacts
Answer: A,C
NEW QUESTION # 35
What action is required to enable agents to create an incident record for a case?
- A. They must be assigned with the read role for incident
- B. They must be assigned with the sn_customerservice.itsm_contributor role
- C. They must be assigned with the snc_intemal role
- D. They must be assigned with the itil role
Answer: C
NEW QUESTION # 36
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During the certification process, candidates develop proficiency and understanding in customer service management applications and their underlying platform of ServiceNow. Successful candidates are able to manage and configure customer service-related data and functionality, workflows for customer service management, and case management. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification attests to a professional's competency to manage the service process pipeline via ServiceNow customer service management solutions.
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