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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 24

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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 231

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Which table does the Account (customer_account) table extend?

A.
Company (core company)
A.
Company (core company)
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B.
Business Location (sn_csm_business_location)
B.
Business Location (sn_csm_business_location)
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C.
Service Organization (sn_customer_service_organization)
C.
Service Organization (sn_customer_service_organization)
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D.
Customer (sn_customer_service__customer)
D.
Customer (sn_customer_service__customer)
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Suggested answer: A

Question 232

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What are the ways the Customer Portal Locale feature can be used?

Choose 2 answers

A.
Ensure only authenticated users can choose a language/locale on a customer service portal
A.
Ensure only authenticated users can choose a language/locale on a customer service portal
Answers
B.
Forward authenticated and guest users to a translated customer service portal
B.
Forward authenticated and guest users to a translated customer service portal
Answers
C.
Restrict access to a customer service portal based on where a user is physically located
C.
Restrict access to a customer service portal based on where a user is physically located
Answers
D.
Allow authenticated and guest users to choose a language/locale on a customer service portal
D.
Allow authenticated and guest users to choose a language/locale on a customer service portal
Answers
Suggested answer: B, C

Question 233

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In case management. Parent Child Synchronization allows for which of the following:

A.
Synchronization of all child cases as well as children of child cases on all levels
A.
Synchronization of all child cases as well as children of child cases on all levels
Answers
B.
Child cases to be separated from Parent cases and will not be synchronized automatically
B.
Child cases to be separated from Parent cases and will not be synchronized automatically
Answers
C.
Parent cases to automatically generate child cases when all fields are filled out thus, synchronized auto-population
C.
Parent cases to automatically generate child cases when all fields are filled out thus, synchronized auto-population
Answers
D.
Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case
D.
Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case
Answers
Suggested answer: C

Question 234

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Which entities combined together make up the Service-aware Install Base?

Choose 3 answers

A.
Ml Assets
A.
Ml Assets
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B.
Configuration Items
B.
Configuration Items
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C.
Sold Products
C.
Sold Products
Answers
D.
Installed Products
D.
Installed Products
Answers
E.
Install Base Items
E.
Install Base Items
Answers
Suggested answer: A, B, C

Question 235

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Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application?

Choose 2 answers

A.
A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver, and support them on their behalf.
A.
A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver, and support them on their behalf.
Answers
B.
A partner will own the relationship with their customer
B.
A partner will own the relationship with their customer
Answers
C.
A partner and a third party are the same in ServiceNow's CSM application.
C.
A partner and a third party are the same in ServiceNow's CSM application.
Answers
D.
A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering.
D.
A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering.
Answers
E.
A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization.
E.
A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization.
Answers
Suggested answer: A, E

Question 236

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What must a system administrator configure to define a different approval workflow for an escalation request?

A.
Escalation Decision
A.
Escalation Decision
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B.
Escalation Rule
B.
Escalation Rule
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C.
Escalation Reason
C.
Escalation Reason
Answers
D.
Escalation Template
D.
Escalation Template
Answers
Suggested answer: B

Question 237

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Which combination of roles is restricted for security purposes?

A.
snc_internal and sn_customerservice.partner_admin
A.
snc_internal and sn_customerservice.partner_admin
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B.
snc_internal and sn_customerservice.consumer_agent
B.
snc_internal and sn_customerservice.consumer_agent
Answers
C.
snc_external and sn_customerservice customer
C.
snc_external and sn_customerservice customer
Answers
D.
snc_internal and sn_customerservice__agent
D.
snc_internal and sn_customerservice__agent
Answers
Suggested answer: A

Question 238

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Which entity represents specific versions of products being sold to and supported for customers?

A.
Portfolio Products
A.
Portfolio Products
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B.
Product Categories
B.
Product Categories
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C.
Product Models
C.
Product Models
Answers
D.
Sold Products
D.
Sold Products
Answers
Suggested answer: C

Question 239

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Which feature provides easy-to-configure integrations between the Now Platform and third-party Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) tools or platforms?

A.
Web Services
A.
Web Services
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B.
Active Directory
B.
Active Directory
Answers
C.
Import Sets
C.
Import Sets
Answers
D.
Integration Hub
D.
Integration Hub
Answers
Suggested answer: D
Total 239 questions
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