2Pass4sure CIS-CSM dumps & CIS-Customer Service Management Sure Practice with 65 Questions
New CIS-CSM Exam Questions| Real CIS-CSM Dumps
ServiceNow CIS-CSM Exam Syllabus Topics:
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Sample Questions
Sample Item â Incident Management:
If a parent Incident is updated to reflect a new Assignment Group, Work Notes, and related Problem, which corresponding fields are updated on the child Incident(s)?
- No updates are made to child Incidents
- Assignment Group and Work Notes
- Work Notes
- Assignment Group, Work Notes, and related Problem
Sample Item â Problem Management:
When creating a problem record from an incident record, which element defines the field mapping between the two?
- ProblemV2Util script include
- Create Problem UI action
- ProblemUtils script include
- Problem created from system property (com.sn-problem.create_from_incident.attributes)
Sample Item â Change and Release Management:
Conflict detection in change management can identify conflicts from which of the following reasons?
- The CI is not in the maintenance window
- The change schedule is during blackout periods
- Existing scheduled changes to the CI
- The change scheduled is outside of business hours
- The changes schedule does not give appropriate lead time
Sample Item â Knowledge Management:
Each time a knowledge article is viewed, a record with the user identity and whether the articles was attached to a task, is added to which table?
- Knowledge Search Log [ts_query_kb]
- Knowledge [kb_knowledge]
- Knowledge Use [kb_use]
- Knowledge Feedback [kb_feedback]
Sample Item â Service Catalog / Request Management:
Which one of the following is proper syntax for accessing values of variables from a Record Producer script field?
- g_form.getReference(‘variable_name’)
- g_form.getVariable(‘variable_name’)
- current.variable_name
- producer.variable_name
Sample Item â Configuration Management Database (CMDB):
Which field on a Configuration Item (CI) may be used to route Incidents to the appropriate group to quickly resolve Incidents related to the CI?
- Change Control
- Support Group
- Assignment Group
- Managed By
NEW QUESTION 23
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
- A. No
- B. Yes
- C. I don't know
- D. Maybe
Answer: B
NEW QUESTION 24
Matching rules enhance assignment capability by ____________________.
- A. Determining if account is a customer or partner
- B. Matching best agent by availability
- C. Matching best agent by skill
- D. Providing dynamic matching of cases to groups or individuals
Answer: B
Explanation:
Explanation
NEW QUESTION 25
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. The imported article will have the same category it had in the source knowledge base
- B. SharePoint blocks this integration
- C. Only applications that allow WebDAV connections can be integrated
- D. Imported external articles appear as attachments in ServiceNow
Answer: A,C
Explanation:
Explanation
NEW QUESTION 26
HOTSPOT
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 27
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
- A. Manage requests
- B. Manage cases
- C. Manage assets
- D. Execute assigned tasks
- E. Close work orders
Answer: B,D,E
Explanation:
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.
NEW QUESTION 28
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
- A. True
- B. False
Answer: A
NEW QUESTION 29
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. True
- B. False
Answer: A
NEW QUESTION 30
Agents and managers cannot create knowledge articles from Community questions.
- A. True
- B. False
Answer: B
Explanation:
Explanation
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
NEW QUESTION 31
If only one user reports a content for moderation, the content will be hidden.
- A. True
- B. False
Answer: B
NEW QUESTION 32
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
- A. sn_shn.popup_width
- B. sn_shn.note_preferences
- C. sn_shn.max_num_alerts
Answer: A
NEW QUESTION 33
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. The imported article will have the same category it had in the source knowledge base
- B. SharePoint blocks this integration
- C. Only applications that allow WebDAV connections can be integrated
- D. Imported external articles appear as attachments in ServiceNow
Answer: A,C
NEW QUESTION 34
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- A. Define the number of hours needed to develop the associated requirements
- B. Implementation is only as good as the underlying process
- C. Define the Business Pain Points
- D. Have a clear understanding of the use cases
- E. Provide consistent service to customers
Answer: A,B,C,D
NEW QUESTION 35
_____________________ 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. Partner [sn_customerservice.partner]
- B. Customer administrator [sn_customerservice.customer_admin]
- C. Customer case manager [sn_customerservice.customer_case_manager]
- D. Consumer Agent [sn_customerservice.consumer_agent]
- E. Agent [sn_customerservice_agent]
- F. Agent manager [sn_customerservice_manager]
Answer: D
NEW QUESTION 36
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 37
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. None of the above
- B. Entering question in portal only
- C. Both portal question entry and Record Producer
- D. Record Producer only
Answer: D
Explanation:
Explanation
NEW QUESTION 38
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A. Case Escalation
- B. Case Prioritization
- C. Case State
- D. Case Categorization
Answer: B,D
NEW QUESTION 39
How many active OpenFrame configurations can you have on an instance?
- A. Unlimited
- B. 0
- C. 1
- D. 2
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/jakarta-customer-service-management/page/product/ customer-service-management/task/t_CreateAnOpenFrameConfiguration.html
NEW QUESTION 40
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. True
- B. False
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_RolesInstalledWithCustomerService.html
NEW QUESTION 41
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
- A. Manage requests
- B. Manage cases
- C. Manage assets
- D. Execute assigned tasks
- E. Close work orders
Answer: B,D,E
Explanation:
Explanation
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.
Reference: https://docs.servicenow.com/bundle/madrid-field-service-management/page/product/field- service-management/concept/mobile-experience-fsm.html
NEW QUESTION 42
What should be emphasized when designing solutions? (Choose three.)
- A. Minimize customizations
- B. Mobile friendly functionality
- C. Focus Out-of-the-box functionality
- D. Design for Scalability
Answer: B,C,D
NEW QUESTION 43
In the Customer Service Management space, what does the term asset management mean?
- A. Financial, contractual and inventory information of assets
- B. A set of business activities and processes used to track assets
- C. Tables in the Asset application
- D. Tracking products or services customers are using
Answer: A
NEW QUESTION 44
Major Issue Management uses which one of the following capabilities?
- A. Targeted Communications
- B. Asset management
- C. Governance Risk and Control
- D. Record producers
Answer: A
NEW QUESTION 45
Information about a customer's service contract is found in Knowledge.
- A. True
- B. False
Answer: B
NEW QUESTION 46
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