Which table must be extended when creating a new case type?

Case Task (sn_customerservice_case_task)

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

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

Can view assets belonging to their account

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

Can assign the roles to other contacts in the same account

Can view assets belonging to their account

Can edit information or roles for existing contacts

After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

Customer Service Historic Data Collection

Customer Service Initial Data Collection

Customer Service Daily Data Collection

Customer Service Case Data Collection

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

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

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

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

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

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

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

The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?

It can lead to taster resolution of customer issues and faster response to customer inquiries

As email is being used fewer agents would be required to create cases so service costs would go down

It is easier to report on data in emails which means managers would be better placed to track performance

It can lead to taster resolution of customer issues and faster response to customer inquiries

It would guarantee less wait time for customers who chose to call the customer service center

When are child cases updated from the parent case?

Automatically upon update of parent

When the Sync scheduled job runs

New case tasks use the following prefix:

No specific task prefix just existing TASK prefix

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

Cases are not automatically closed by default

Installing the Customer Service Management plugin activates:

Many other plugins at the same time

Only one other plugin - Field Service Management Plugin

Only two other plugins - Portal and Case Management

Many other plugins at the same time

A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)

The customer service agent is not assigned with the escalation requester role

The account already has an open escalation record

No escalation approval flow is configured

The parent account of the account to be escalated is not active

The customer service agent is not assigned with the escalation requester role

The account already has an open escalation record

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

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

Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?

A multi-step process consisting of a series of questions answers, and guidance

A step-by-step methodology for creating and solving different case types

A detailed check list for customer service teams

A multi-step process consisting of a series of questions answers, and guidance

A set of steps used to define a complex process

A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)

Cannot Contribute user criteria

Whitelist all other groups from the Knowledge Base

Hide the Knowledge Base from the Knowledge Base Portal

Cannot Contribute user criteria

Benefits of Proactive Customer Service Operations include: (Choose two.)

Reduced inbound calls from customers

Reduced Mean Time To Resolve (MTTR)

Reduced inbound calls from customers

Major cases can be eliminated as there will be no Impact to customers

Reduced Mean Time To Resolve (MTTR)

Guaranteed increase in customer satisfaction

In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?

Asset management has different use cases for tracking specific products or services customers are using

The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner

A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle

Asset management has different use cases for tracking specific products or services customers are using

It includes all of the data crucial to support customers as efficiently as possible

What feature does the Product Model and Catalog Items Relationship plugin enable?

It provides a contextual service catalog based on the customer's subscribed services

Agents are automatically proposed catalog items related to the chosen product on the case form

Consumers can track what products they have purchased via the catalog

It provides a contextual service catalog based on the customer's subscribed services

Customer service managers can track the financial cost of customer's subscribed services and the related requests

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?

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

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

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

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

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

Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)

sn_customerservice.customer_admm

sn_customerservice.partner_admin

Which of the following statements is correct regarding product models in CSM?

Product models can contain both physical items and digital (logical) items in the same mode

Products models can only contain digital (logical) items

Product models can contain either physical items or digital (logical) items but not both in the same model

Product models can only contain physical items

Product models can contain both physical items and digital (logical) items in the same mode

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

Work orders can be created from a case

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

Work orders can be created from a case

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

Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?

Customer admin (sn_customerservice.customer_admln)

Customer case manager (sn_customerservice.customer_case_manager)

Customer account manager (sn_customerservice.customer_account_manager)

Customer admin (sn_customerservice.customer_admln)

Customer (sn_customerservice.customer)

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

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

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

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

Build a classification structure for product models

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

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

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

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

Service catalogs may contain multiple catalog items

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

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

Service catalogs may contain multiple catalog items

A catalog item can only be associated with one service catalog

ServiceNow CIS-CSM Practice Test 5 - 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 5

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ServiceNow CIS-CSM Practice Tests

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