ServiceNow CIS-CSM Practice Test - Questions Answers, Page 13
List of questions
Related questions
Question 121

Which ServiceNow products can be integrated out-of-the-box with CSM?
Choose 3 answers
Explanation:
https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/integrate-csm-other-applics.html
Question 122

What is a case?
Explanation:
https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/csm-cases-case-tasks-overview.html#:~:text=Customer%20service%20cases%20store%20information,work%20necessary%20to%20resolve%20cases.
Question 123

Out-of-box, which functionality handles state transitioning for case management?
Question 124

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?
Question 125

What types of escalation templates can be created?
Choose 2 answers
Question 126

Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers
Explanation:
Store Apps: The exclusive source for Now Certified enterprise workflow apps from partners that complement and extend ServiceNow.
- Plugins: Plugins are software components that provide specific features and functionalities within a ServiceNow instance.
https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/plugins/concept/c_ServiceNowPlugins.html
https://store.servicenow.com/sn_appstore_store.do#!/store/aboutus
Question 127

When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
Question 128

An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used?
Choose 2 answers
Question 129

External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
Question 130

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?
Question