An individual record that is used to identify and resolve a question or issue for an external customer

An individual record that handles and routes issues for internal users

An Individual record that Is used to identity and create automation opportunities

An individual record that is used to identify and resolve a question or issue for an external customer

An individual record that handles and resolves incidents tor external customers

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?

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

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

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

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

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

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

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

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

Allows access to multi-product line knowledge articles

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

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

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

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

What are the three out-of-the-box playbooks for CSM?Choose 3 answers

Case Playbook for product Support

External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?

Change Records and Request Records

Request Records and Escalations

Problem Records and Incident Records

Problem Records and Escalations

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

Customer Service Manager [sn_customerservice_manager]

Customer Admin [sn_customerservice.customer.admin]

Customer Case Manager [sn_customerservice.customer_case_manager]

Customer Service Manager [sn_customerservice_manager]

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

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

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

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

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

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

Monitor related operational services and configuration items that affect service health

What is KCS (Knowledge Centered Services)?

A documented methodology to provide a set of best practices for creating and maintaining knowledge

A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

A documented methodology to provide a set of best practices for creating and maintaining knowledge

A dashboard with specific visualization of the different knowledge bases and categories

An application that helps agents and managers to create cases from Knowledge articles

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

To realize near-term ROI (Return on Investment)

To facilitate the requirement gathering during the workshops

To complete any complex customizations early enough

To realize near-term ROI (Return on Investment)

What is a household entity?

Group of consumers that usually share a common address and use services as a group

Group of users that usually share a common address and use services as a group

Group of people that usually share a common address and use services as a group

Group of customers that usually share a common address and use services as a group

Group of consumers that usually share a common address and use services as a group

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?

Can view assets belonging to their partner accounts

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

Can resolve cases reported by their partner accounts

Can create and update contacts for their partner accounts

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?

Define Assignment Rules (How to assign work items)

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

Define Assignment Rules (How to assign work items)

Define Work Item Queues (Where to route)

Configure Service Channels (What to route)

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

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

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

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

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

Customer service manager (sn_customerservice_manager)

Customer service agent (sn_customerservice_agent)

Customer service manager (sn_customerservice_manager)

Customer service agent (sn_customerservice_agent)

Customer administrator (sn_customerservice.customer_admin)

Partner (sn_customerservice.partner)

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

Customer service manager (sn_customerservice_manager)

Customer service agent (sn_customerservice_agent)

Major issue manager (sn_majorissue_mgt.major_issue_manager)

Proxy contact (sn_customerservice.proxy_contact)

Customer case manager (sn_customerservice.customer_case_manager)

Customer service manager (sn_customerservice_manager)

Customer service agent (sn_customerservice_agent)

Major issue manager (sn_majorissue_mgt.major_issue_manager)

For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?

snc_internal and sn_customerservice.consumer_agent

snc_internal and sn_customerservice_agent

snc_external and sn_customerservice.customer

What are Special Handling Notes used for?

Bring important information about individual records to an agent's attention

For agents to view articles an attach them to a case

To ensure customers get the service they are entitled to receive

Help agents identify in which time zone a contact is located

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 administrator (sn_customerservice.customer_admin)

Partner administrator [sn_customerservice.partner_admon]

Customer service manager (sn_customerservice_manager)

Customer administrator (sn_customerservice.customer_admin)

Partner administrator [sn_customerservice.partner_admon]

Service organization administrator (sn_customerservice.service_organization_admin)

What is knowledge article versioning?

A content tracker for knowledge articles

A knowledge article publishing guide

The ability to manage and track article updates

A knowledge article numbering guide

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

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

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

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

It defaults the responsibility for access management to the customer.

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

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

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

Assist customers with questions, issues and problems

When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)

Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)

Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)

Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)

Activation of the Customer Service plugin (com.sn_customerservice)

What is the benefit of a phased release approach?

Delivery of core functionality quickly

Team members schedules are able to synchronize

Working across multiple systems of record

Delivery of core functionality quickly

ServiceNow CIS-CSM Practice Test 4 - Free Online Exam Prep & Questions

Spam

Selling illegal goods, money scams etc.

Hate Speech

Serious attack on a group.

Harassment and bullying

Harassing an individual (including doxing)

Harmful activities

Threatening or glorifying violence or serious harm, including self-harm

Adult content (Consensual)

Nudity/Sexual content

Sexual exploitation and abuse (child safety)

Sexually explicit or suggestive imagery or writing involving minors

Sexual exploitation and abuse (adults and animals)

Sexually explicit or suggestive imagery or writing involving non-consenting adults or non-humans

Plagiarism

Reusing content without attribution (link and blockquotes)

Poorly written

Not in English or has very bad formatting, grammar, and spelling

Inappropriate credential

Author's credential is offensive, spam, or impersonation

Other

Ex. Illegal content, incomplete question...

ServiceNow CIS-CSM Practice Test 4

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