CIS-CSM by ServiceNow Actual Free Exam Questions And Answers

Question 1

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

A. Customer

B. User

C. Contact

D. Caller

Discussion 0

Correct Answer: D Vote an answer

Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).

Question 2

User criteria records may be applied to which knowledge items?

A. Knowledge Base

B. Knowledge Base and Article

C. Knowledge Base, Category and Article

D. Knowledge Base and Category

Discussion 0

Correct Answer: B Vote an answer

Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).

Question 3

Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers

A. Plugins

B. Store APPs

C. XML unloads

D. Update Sets

Discussion 0

Correct Answer: A,B Vote an answer

Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).

Question 4

Which data model should be employed to track a household where a group of consumers share a common address?

A. Household with Customer Access Management

B. Consumer with Organizational

C. Household with Consumer

D. Consumer with Customer Access Management

Discussion 0

Correct Answer: D Vote an answer

Question 5

To which recipient types can targeted communications (publications) be sent? (Choose two.)

A. Outsourced Service Providers

B. Internal users

C. Households

D. Contacts

Discussion 0

Correct Answer: B,D Vote an answer

Question 6

Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?

A. Create an Access control to hide the unnecessary CIs from the itil users

B. Make a show/hide UI action to show only the desired CIs to the itil users

C. Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true

D. Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms Most Voted

Discussion 0

Correct Answer: D Vote an answer

Question 7

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

A. sn_customerservice_agent

B. admin

C. sn_customerservice_manager

D. sn_customerservice.consumer_agent

Discussion 0

Correct Answer: A Vote an answer

Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).

Question 8

What is the purpose of the Guided Decisions capability?

A. Guide agents through account management

B. Dynamically guide agents to help resolve complex cases

C. Provide agents with an escalation guide

D. Provide agents with a knowledge guide

Discussion 0

Correct Answer: B Vote an answer

Question 9

What does the Agent Whisper function do?

A. Lets agents and chat supervisors have a conversation without the requester knowing

B. Lets the chat supervisors have a conversation with the requester without the agent knowing

C. Lets agents and requesters have a conversation without the chat supervisor knowing

D. Lets agents have chat conversations with other agents without the requester knowing

Discussion 0

Correct Answer: A Vote an answer

Question 10

Viewing a customer's install base in the CSM Workspaces enables customer service agents to: (Choose two.)

A. Monitor related operational services and configuration items that affect service health

B. Trace Information provided in a case to the right product or service to which it relates

C. Close an upsell of related products and services not yet purchased by a customer Most Voted

D. See the detailed configurations of the products and services deployed for a customer to determine the action needed Most Voted

Discussion 0

Correct Answer: C,D Vote an answer

ServiceNow Certified Implementation Specialist - Customer Service Management - CIS-CSM Exam Practice Test

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