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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 7

List of questions

Question 61

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In the Customer Service Management space, what does the term asset management mean?

Financial, contractual and inventory information of assets
Financial, contractual and inventory information of assets
A set of business activities and processes used to track assets
A set of business activities and processes used to track assets
Tables in the Asset application
Tables in the Asset application
Tracking products or services customers are using
Tracking products or services customers are using
Suggested answer: A
asked 23/09/2024
Tomasz Drobisz
29 questions

Question 62

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Which of the following roles cannot update a consumer's record?

sn_customerservice_agent
sn_customerservice_agent
sn_customerservice_manager
sn_customerservice_manager
sn_customerservice.consumer_agent
sn_customerservice.consumer_agent
admin
admin
Suggested answer: A

Explanation:

customer-service-management/task/create-a-consumer-record.html

asked 23/09/2024
Dario ZUGCIC
37 questions

Question 63

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Major Issue Management uses which one of the following capabilities?

Governance Risk and Control
Governance Risk and Control
Targeted Communications
Targeted Communications
Asset management
Asset management
Record producers
Record producers
Suggested answer: B

Explanation:

customer-service-management/concept/major-issue-management.html

asked 23/09/2024
Todd Hekkema
42 questions

Question 64

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What is required to synchronize fields from a parent to a child case(s)?

The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
Major Issue Management needs to be installed and certain properties enabled
Major Issue Management needs to be installed and certain properties enabled
No action required, this is a standard Customer Service Management feature
No action required, this is a standard Customer Service Management feature
The role of sn_customerservice.customer_case_manager must be assigned
The role of sn_customerservice.customer_case_manager must be assigned
Suggested answer: B

Explanation:

customer-service-management/task/config-major-case-synchronization.html

asked 23/09/2024
Nicholas Johnson
42 questions

Question 65

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HOTSPOT

Match the definitions for roles relationships.


ServiceNow CIS-CSM image Question 65 70894 09232024123710000
Correct answer: ServiceNow CIS-CSM image answer Question 65 70894 09232024123710000
asked 23/09/2024
david tsai
44 questions

Question 66

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Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

Manage requests
Manage requests
Execute assigned tasks
Execute assigned tasks
Close work orders
Close work orders
Manage cases
Manage cases
Manage assets
Manage assets
Suggested answer: B, C, D

Explanation:

When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.

asked 23/09/2024
Rebecca Gillespie
40 questions

Question 67

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Information in the Case Field 'Contact' is copied to which Incident Field?

Contact
Contact
User
User
Customer
Customer
Caller
Caller
Suggested answer: D

Explanation:

customer-service-management/reference/csm-integration-sm-incident.html

asked 23/09/2024
Alessandro Cristofori
39 questions

Question 68

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How many active OpenFrame configurations can you have on an instance?

2
2
Unlimited
Unlimited
1
1
3
3
Suggested answer: B

Explanation:

customer-service-management/task/t_CreateAnOpenFrameConfiguration.html

asked 23/09/2024
Navaid Ali
39 questions

Question 69

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What are common types of application record data that are imported during a CSM data migration? (Choose two.)

Knowledge Article
Knowledge Article
Accounts
Accounts
Chat
Chat
Case
Case
Suggested answer: A, B
asked 23/09/2024
Tim Pass
38 questions

Question 70

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Which are the key self-service functions of the Customer Support Portal? (Choose three.)

Community
Community
Knowledge Base
Knowledge Base
Open An Incident
Open An Incident
Service Catalog
Service Catalog
Suggested answer: A, B, D

Explanation:

playbook/self-service-improvement.pdf

asked 23/09/2024
Cihad Yorulmaz
31 questions
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