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ServiceNow CIS-CSM Practice Test - Questions Answers

List of questions

Question 1

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What is the purpose of the Guided Decisions capability?

Provide agents with an escalation guide
Provide agents with an escalation guide
Guide agents through account management
Guide agents through account management
Dynamically guide agents to help resolve complex cases
Dynamically guide agents to help resolve complex cases
Provide agents with a knowledge guide
Provide agents with a knowledge guide
Suggested answer: C
asked 23/09/2024
PATRICK ADUSEI
45 questions

Question 2

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Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

Case Performance
Case Performance
Case Analytics
Case Analytics
Case Digest
Case Digest
Case Spotlight
Case Spotlight
Suggested answer: D
asked 23/09/2024
Zied Nassr
34 questions

Question 3

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During which Now Create stage are workshops conducted?

Execute
Execute
Initiate
Initiate
Deliver
Deliver
Plan
Plan
Close
Close
Suggested answer: D
asked 23/09/2024
IllDisposed ToBTS
31 questions

Question 4

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Which application must be activated to enable customers to check in on-line for future appointments?

Business Location
Business Location
Walk-Up Experience
Walk-Up Experience
Field Service Management
Field Service Management
Service Organization
Service Organization
Suggested answer: B
asked 23/09/2024
Mitesh Solanki
47 questions

Question 5

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

Shorter calls for agents by reducing the time to search for information
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
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
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
Better language management by flagging key words and alerting chat managers when agents use one or more of those words
Suggested answer: A, C
asked 23/09/2024
Md Ali Uz Zaman
34 questions

Question 6

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From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)

Account
Account
Incident
Incident
Customer Service Application
Customer Service Application
Special Handling Note
Special Handling Note
Chat
Chat
Suggested answer: A, C, E
asked 23/09/2024
Michael White
28 questions

Question 7

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

Performance Analytics Spotlight
Performance Analytics Spotlight
Scheduled Reporting
Scheduled Reporting
Service Level Agreement Tasks
Service Level Agreement Tasks
Continual Improvement Management
Continual Improvement Management
Suggested answer: D
asked 23/09/2024
Mahmoud Ziada
39 questions

Question 8

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Which of the following is correct regarding the social med a channel?

Cases cannot be created from any of the social channels
Cases cannot be created from any of the social channels
Cases are NOT created automatically from any of the social channels
Cases are NOT created automatically from any of the social channels
Cases can be created automatically depending on which social channel is used
Cases can be created automatically depending on which social channel is used
Cases are created automatically from all of the social channels
Cases are created automatically from all of the social channels
Suggested answer: C
asked 23/09/2024
Gabriel Pereira Dias
36 questions

Question 9

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In ServiceNow's CSM Application, what is an interaction?

Any configuration item that has been made accessible to customers
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 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 binding agreement between two parties
A request for assistance made through a chat, phone call, or walk-up
A request for assistance made through a chat, phone call, or walk-up
Suggested answer: D
asked 23/09/2024
adil benmekki
35 questions

Question 10

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Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.

Options are :

sn_shn.max_num_alerts
sn_shn.max_num_alerts
sn_shn.note_preferences
sn_shn.note_preferences
sn_shn.popup_width
sn_shn.popup_width
Suggested answer: C
asked 23/09/2024
hotthefish shark
35 questions
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Related questions

A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?
Who can create a customer service case from a community discussion? (Choose two.)
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
What do blue circles in the timeline of a case form represent?
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