ServiceNow CIS-CSM Exam Questions Simulate Actual CIS-CSM Exam

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June 17, 2024

CIS-CSM exam dumps questions are designed to simulate the actual exam. This means that you will get a feel for the types of questions you can expect to see on the exam, as well as the format and difficulty level. In addition, Certified Implementation Specialist CIS-CSM dumps are often accompanied by detailed explanations and answers. This means that if you get a question wrong, you can learn from your mistake and understand why the correct answer is the right one. Test free online CIS-CSM exam dumps below.

Page 1 of 8

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

Unlimited

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

Domain

Contact

Holiday

VIP

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

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

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

Service catalogs may contain multiple catalog items Most Voted

A catalog item can only be associated with one service catalog

4. What are the recommended good practices when running implementation workshops? Choose 3 answers

Guide the customer toward industry best practices

Enforce customers to adapt their processes towards the baseline processes

Give the customers the data they need so they can make an informed decision

Any financial implication of a decision should be handled by the delivery and sales team

Engage with customers to gain deep understanding of their organization

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

Experience

Skills

Availability

Shifts

Capacity

Products

6. 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?

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

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

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

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

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

Contacts

Web

Chat

Article

8. What are the types of units used to measure entitlements? (Choose two.)

Hours

Contract

Cost

Case

9. 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?

Catalog item

Service Catalog Request

Request Item

Record Producer

10. Which of the following is a condition for matching rules?

Agent domain

Assignment

Switching

Specific case attributes

Page 2 of 8

11. What allows the implementation of phases and tasks to meet performance goals track progress and measure success?

Performance Analytics Spotlight

Scheduled Reporting

Service Level Agreement Tasks

Continual Improvement Management

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

Their customer account

Their partner accounts

Both

Neither

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

Facebook

Twitter

All of the above

None of the above

14. HOTSPOT

Match the definitions for roles relationships.

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

Account Management

Responsibility Definitions

Contributor Users

Business Locations

16. Read the use case below to determine if the customer service relationship is B2B or B2C.

Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary’s house.

B2C

B2B

17. What one of the following is optional when creating a Catalog workflow?

Publishing the workflow

Defining workflow activities

Approving the workflow

Managing workflow versions

18. What are the characteristics of Knowledge Categories?

Shareable across KBs: Yes; Multi-Level: No

Shareable across KBs: No; Multi-Level: Yes

Shareable across KBs: No; Multi-Level: No

Shareable across KBs: Yes; Multi-Level: Yes

19. Which of the following roles can update a consumer's record? (Choose two.)

Consumer Support Agent {sn_customerservice.consumer_agent)

Customer Service Manager (sn_customerservice_manager)

Customer Service Agent (sn_customerservice_agent)

Customer (sn_customerservice.customer)

20. Which roles are considered external? Choose 2 answers

Partner Admin (sn_customerservice. partner_admin)

Customer Admin (sn_cuslomerservlce.customet_admin)

Customer Service Agent (sn_customerservice_agent)

Consumer Support Agent (sn_customerservice.consumer_agent)

Page 3 of 8

21. Which ServiceNow products can be integrated out-of-the-box with CSM? Choose 3 answers

Risk Wana9emenI

ITOM Event Management

DevOps

Financial Management

Strategic Portfolio Management

22. When working with case types, what is the lowest level in the case type hierarchy called?

Leaf-level

Decision-level

Base-level

Sub-level

23. Entitlements specify the level of service provided to customers.

False

True

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

Store APPs

XML unloads

Update Sets

Plugins

25. When are child cases updated from the parent case?

Clicking on the Child Sync UI

Scheduled Job

Automatically upon update of parent

When the Sync scheduled job runs

26. Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager.

What happens to the major case candidate?

The major case candidate is closed and a new major case is created

The major case candidate becomes the major case

The major case candidate requires an approval from the major issue manager

A new major case is created and the major case candidate Is added as a child to the major case

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

Minimize customizations

Focus Out-of-the-box functionality

Design for Scalability

Mobile friendly functionality

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

Timed Audits

Service Entitlements

Demand Management

Service Prospecting

Real-time SLAs

Service Contracts

Skills-based routing

29. Which of the following is a required field in the Resolution Information tad in order to close a case?

Cause

Closed

Resolution notes

Closed by

30. Partner admin contacts have access to the data of both their partner accounts and customer accounts.

True

False

Page 4 of 8

31. The default configuration automatically closes resolved Cases after how many days?

5 days

Cases are not automatically closed by default Most Voted

3 days

10 days

32. What is the primary output from the Requirements Gathering workshop?

Schedules

Use Cases

Stories

Personas

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

A physical item

A specific product instance supported for a customer

A product that a company supports

A resource that allows a business service

34. 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.)

Customer service manager (sn_customerservice_manager)

System administrator (admin) Most Voted

Customer administrator (sn_customerservice.customer_admin) Most Voted

Partner administrator [sn_customerservice.partner_admon] Most Voted

Service organization administrator (sn_customerservice.service_organization_admin)

35. Articles can provide the following: (Choose three.)

Document current and known issues

Provide answers and responses to common issues or questions

Information about customer’s service contract

Share product information

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

Contextual Search

Agent Assist

Dynamic Related Records

Record Information

37. What are benefits of me Conversation History feature? (Choose two.)

Shorter calls for agents by reducing the time to search for information

A customized admin chat toolbar with emojis for agents to use in chat messages

Improved customer satisfaction as agents can respond to and resolve customer issues faster

Better language management by flagging key words and alerting chat managers when agents use one or more of those words

38. 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.)

Hardware assets Most Voted

Facility assets Most Voted

Configuration assets

Software licenses assets Most Voted

Enterprise Software assets Most Voted

Network assets

Consumables assets

39. With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?

After 3 days

After 5 days

After 1 day

After 7 days

40. From a security perspective, scoping brings several benefits: (Choose two.)

Improves instance security by limiting accessibility to other applications on the instance

Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals

IT can manage and control the pace of the CSM teams because dependencies have been put in place

The scope holds the records and acts as a container for the desired Customer Service Management Applications

Page 5 of 8

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

Store Apps

Update Sets

Through private scopes

Plugins

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

Note

State

Activity

Comment

43. 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?

One

Two

Three

Multiple

44. Which of the following are benefits that may be gained from using communities? Choose 3 answers

Reduce support costs

Engagement with Customers

Get product feedback

Reduce cost per sales

Increase marketing effectiveness

45. By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)

Assets Most Voted

Publications Most Voted

Products Most Voted

Contacts

Contracts

46. The case digests feature includes which types of case communication? (Choose two.)

Case Lifecycle Reports

Case Action Summaries Most Voted

Post Case Reviews Most Voted

Case Post Mortem

47. What are the ways the Customer Portal Locale feature can be used? Choose 2 answers

Ensure only authenticated users can choose a language/locale on a customer service portal

Forward authenticated and guest users to a translated customer service portal

Restrict access to a customer service portal based on where a user is physically located

Allow authenticated and guest users to choose a language/locale on a customer service portal

48. What types of escalation templates can be created? Choose 2 answers

Account

Sold Product

Consumer

Case

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

Entering question in portal only

Record Producer only

Both portal question entry and Record Producer

None of the above

50. What is the most efficient way to get cases to be dosed automatically after a few days?

Set the property glide.auto.close.cases resolved to true

Create a workflow associated with cases with a timer that changes the state after a few days

Create a Scheduled job that looks at the resolved_at date

Activate the Auto Close Resolved Cases flow

Page 6 of 8

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

Maybe

Yes

I don't know

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

Admin

Registered

Public

Custom

Moderator

53. Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

Manage requests

Execute assigned tasks

Close work orders

Manage cases

Manage assets

54. The Customer Support Portal default configuration provides the following channels to interact with customers? (Choose two.)

Web

Social

Chat

55. What does NLU stand for?

Natural-Learning Userability

Natural-Language Understanding Most Voted

Natural-Learning URL

Natural-Language URL

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

Create case for product

Create case for asset

Update case from forward email

Create case from email

Update case using reply

57. External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

webDAV-compilant

Web-based

WebDAV-versioned

Web-configurable

58. During which Now Create stage are workshops conducted?

Execute

Initiate

Deliver

Plan

59. What is knowledge article versioning?

A content tracker for knowledge articles

A knowledge article publishing guide

The ability to manage and track article updates Most Voted

A knowledge article numbering guide

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

CSM uses the Product table instead of the ITSM Asset table

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

ServiceNow uses the same Asset table for both CSM and ITS

however, CSM has a different subset of fields

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

Page 7 of 8

61. What benefits does scoping an application bring? (Choose three.)

CSM teams can move at their desired pace, independent of IT

Provides CSM teams autonomy and control

CSM application data and business logic is protected from changes by other applications

Account records can be changed only while in the CSM scope

Changes in different scopes can be addressed in a single update set

62. Which roles can propose a case as a Major Case candidate? (Choose three.)

Proxy contact (sn_customerservice.proxy_contact)

Customer case manager (sn_customerservice.customer_case_manager)

Customer service manager (sn_customerservice_manager) Most Voted

Customer service agent (sn_customerservice_agent) Most Voted

Major issue manager (sn_majorissue_mgt.major_issue_manager)

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

Any configuration item that has been made accessible to customers

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

A binding agreement between two parties

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

64. The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

True

False

65. Which roles are considered external? (Choose two.)

Consumer Support Agent (sn_customerservice.consumer_agent)

Customer Admin (sn_customerservice.customer_admin) Most Voted

Partner Admin (sn_customerservice.partner_admin) Most Voted

Customer Service Agent (sn_customerservice_agent)

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

One

Two

Three

Unlimited

67. 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?

Web Services

Active Directory

Import Sets

Integration Hub

68. What functionality is required to automatically close resolved cases if customers do not respond within a specified time?

Auto Close Resolved Cases Workflow

Auto Close Resolved Cases Flow Designer Flow

Auto Close Resolved Cases Business Rule

Auto Close Resolved Cases Scheduled Job

69. Customer service agents can use Agent Assist to search for information from an interaction.

BY DEFAULT, what are the available search sources? (Choose three.)

Knowledge articles

Service catalog

Communities

Consumer service portal

Customer service portal

70. What must a system administrator configure to define a different approval workflow for an escalation request?

Escalation Decision

Escalation Rule

Escalation Reason

Escalation Template

Page 8 of 8

71. Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them.

Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

A guaranteed reduction in call volume per month

Eliminate the need for more traditional performance analytics

Auto-generate clusters of cases that point to similar underlying issues

Create root cause solutions for similar cases

72. 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?

Four

Three

Six

Five

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ServiceNow CIS-CSM Exam Questions Simulate Actual CIS-CSM Exam

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