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ServiceNow CIS-CSM Practice Test - Questions Answers

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Which social media channels are NOT available out-of-box?
What do blue circles in the timeline of a case form represent?
Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow's and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups. Options are :
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?
How many outbound email accounts are supported in Customer Service Management?
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
What should be part of the pre-engagement collateral?

Question 1

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What is the purpose of the Guided Decisions capability?

A.
Provide agents with an escalation guide
A.
Provide agents with an escalation guide
Answers
B.
Guide agents through account management
B.
Guide agents through account management
Answers
C.
Dynamically guide agents to help resolve complex cases
C.
Dynamically guide agents to help resolve complex cases
Answers
D.
Provide agents with a knowledge guide
D.
Provide agents with a knowledge guide
Answers
Suggested answer: C

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?

A.
Case Performance
A.
Case Performance
Answers
B.
Case Analytics
B.
Case Analytics
Answers
C.
Case Digest
C.
Case Digest
Answers
D.
Case Spotlight
D.
Case Spotlight
Answers
Suggested answer: D

Question 3

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During which Now Create stage are workshops conducted?

A.
Execute
A.
Execute
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B.
Initiate
B.
Initiate
Answers
C.
Deliver
C.
Deliver
Answers
D.
Plan
D.
Plan
Answers
E.
Close
E.
Close
Answers
Suggested answer: D

Question 4

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

A.
Business Location
A.
Business Location
Answers
B.
Walk-Up Experience
B.
Walk-Up Experience
Answers
C.
Field Service Management
C.
Field Service Management
Answers
D.
Service Organization
D.
Service Organization
Answers
Suggested answer: B

Question 5

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

A.
Shorter calls for agents by reducing the time to search for information
A.
Shorter calls for agents by reducing the time to search for information
Answers
B.
A customized admin chat toolbar with emojis for agents to use in chat messages
B.
A customized admin chat toolbar with emojis for agents to use in chat messages
Answers
C.
Improved customer satisfaction as agents can respond to and resolve customer issues faster
C.
Improved customer satisfaction as agents can respond to and resolve customer issues faster
Answers
D.
Better language management by flagging key words and alerting chat managers when agents use one or more of those words
D.
Better language management by flagging key words and alerting chat managers when agents use one or more of those words
Answers
Suggested answer: A, C

Question 6

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

A.
Account
A.
Account
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B.
Incident
B.
Incident
Answers
C.
Customer Service Application
C.
Customer Service Application
Answers
D.
Special Handling Note
D.
Special Handling Note
Answers
E.
Chat
E.
Chat
Answers
Suggested answer: A, C, E

Question 7

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

A.
Performance Analytics Spotlight
A.
Performance Analytics Spotlight
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B.
Scheduled Reporting
B.
Scheduled Reporting
Answers
C.
Service Level Agreement Tasks
C.
Service Level Agreement Tasks
Answers
D.
Continual Improvement Management
D.
Continual Improvement Management
Answers
Suggested answer: D

Question 8

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

A.
Cases cannot be created from any of the social channels
A.
Cases cannot be created from any of the social channels
Answers
B.
Cases are NOT created automatically from any of the social channels
B.
Cases are NOT created automatically from any of the social channels
Answers
C.
Cases can be created automatically depending on which social channel is used
C.
Cases can be created automatically depending on which social channel is used
Answers
D.
Cases are created automatically from all of the social channels
D.
Cases are created automatically from all of the social channels
Answers
Suggested answer: C

Question 9

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

A.
Any configuration item that has been made accessible to customers
A.
Any configuration item that has been made accessible to customers
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B.
A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer
B.
A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer
Answers
C.
A binding agreement between two parties
C.
A binding agreement between two parties
Answers
D.
A request for assistance made through a chat, phone call, or walk-up
D.
A request for assistance made through a chat, phone call, or walk-up
Answers
Suggested answer: D

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 :

A.
sn_shn.max_num_alerts
A.
sn_shn.max_num_alerts
Answers
B.
sn_shn.note_preferences
B.
sn_shn.note_preferences
Answers
C.
sn_shn.popup_width
C.
sn_shn.popup_width
Answers
Suggested answer: C
Total 239 questions
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