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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 10

Question list

List of questions

Question 91

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_____________________ 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

Question 92

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What action is required to enable agents to create an incident record for a case?

Question 93

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In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)

Question 94

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Which of the following are correct for parent/child synchronization? (Choose two.)

Question 95

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When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

Question 96

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Once a major case candidate is approved a major case is created. What then happens to the customer case?

Question 97

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

Question 98

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

Question 99

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Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?

Question 100

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Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are spe

Question 91

Options are :

Partner [sn_customerservice.partner]

Agent [sn_customerservice_agent]

Consumer Agent [sn_customerservice.consumer_agent]

Agent manager [sn_customerservice_manager]

Customer case manager [sn_customerservice.customer_case_manager]

Customer administrator [sn_customerservice.customer_admin]

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Question 92

What action is required to enable agents to create an incident record for a case?

They must be assigned with the read role for incident

They must be assigned with the itil role

They must be assigned with the snc_intemal role

They must be assigned with the sn_customerservice.itsm_contributor role

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Question 93

In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)

Blocked by approval

Blocked by case task

Blocked internally and by customer

Blocked by internally

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Question 94

Which of the following are correct for parent/child synchronization? (Choose two.)

Multiple child cases can be managed from a parent case as in Major Issue Management

The Administrator can choose which fields to synchronize from parent to child cases

Parent to child cases can be synchronized regardless of which state the case is in

The property to synchronize parent to child cases is automatically enabled

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Question 95

When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

Social Channels

Social Profiles

Social Logs

Work notes

Additional comments

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Question 96

Once a major case candidate is approved a major case is created. What then happens to the customer case?

The customer case becomes a child case of the major case

The customer case will be automatically closed

The customer case becomes the parent case of the major case

The customer case will automatically be related to a problem

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Question 97

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

Hours

Contract

Cost

Case

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Question 98

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)

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Question 99

Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?

The field is not based of the customers profile time zone

The field is active in the base form

The field is always based on the system time zone

Agents can use the field to identify if it is the right time to contact customer

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Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

The contract and entitlements of an asset dictate whether or not it is stored in the CMDB

The CMDB only tracks CIs, assets cannot be CIs

While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs

The CMDB tracks all assets as configuration items (CIs)

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Total 239 questions