ServiceNow CIS-CSM Exam Questions and Answers, Certified Implementation Specialist - Customer Service Management | SPOTO

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Question #1

What are the characteristics of Knowledge Categories?

A. Shareable across KBs: Yes; Multi-Level: No

B. Shareable across KBs: No; Multi-Level: Yescorrect

C. Shareable across KBs: No; Multi-Level: No

D. Shareable across KBs: Yes; Multi-Level: Yes

View answer

Correct Answer: B

Question #2

What are the Forum User Types? (Choose three.)

A. dmin

B. egistered

C. ublic

D. ustom

E. oderator

View answer

Correct Answer: BCE

Question #3

Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)

A. Service catalog

B. Knowledge articles

C. Communities

D. Consumer service portal

E. Customer service portal

View answer

Correct Answer: ABC

Question #4

What is the purpose of a Catalog Item variable?

A. Allows the customer to ask a question

B. Provides hint to the user on the field

C. Opens a chat session with customer support

D. Allows the customer or consumer to qualify their answercorrect

View answer

Correct Answer: D

Question #5

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

A. Escalation Decision

B. Escalation Rule

C. Escalation Template

D. Escalation Reason

View answer

Correct Answer: B

Question #6

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

A. Financial, contractual and inventory information of assetscorrect

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

View answer

Correct Answer: A

Question #7

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?

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

B. The CMDB only tracks CIs, assets cannot be CIs

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

D. The CMDB tracks all assets as configuration items (CIs)

View answer

Correct Answer: C

Question #8

What role does the Engagement Manager play before the Workshop? (Choose two.)

A. Project Managercorrect

B. Acts as intermediary

C. Provides answers to technical problems

D. Assists with technical requirementscorrect

View answer

Correct Answer: AD

Question #9

Which social media channels are NOT available out-of-box?

A. Facebook

B. Twitter

C. LinkedIncorrect

D. All of the above

E. None of the above

View answer

Correct Answer: C

Question #10

Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

A. Entering question in portal only

B. Record Producer only

C. Both portal question entry and Record Producercorrect

D. None of the above

View answer

Correct Answer: C

Question #11

Which one is NOT a dependency for the Customer Service Plugin?

A. Task Activities

B. Skills Management

C. Open frame

D. Communitiescorrect

View answer

Correct Answer: D

Question #12

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

A. Sold Products

B. Product Categories

C. Product Models

D. Portfolio Products

View answer

Correct Answer: A

Question #13

What is required to enable the Follow the sun field on the Customer Service Case form?

A. Nothing, it is a standard field

B. The value property on the form must be set to true

C. The plugin ‘com

D. The value property on the form must be set to true and the field added to the case formcorrect

View answer

Correct Answer: D

Question #14

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

A. Case Escalationcorrect

B. Case State

C. Case Categorizationcorrect

D. Case Prioritizationcorrect

View answer

Correct Answer: ACD

Question #15

Information about a customer’s service contract is found in Knowledge.

A. False

B. True

View answer

Correct Answer: A

Question #16

What do blue circles in the timeline of a case form represent?

A. Notecorrect

B. Statecorrect

C. Activitycorrect

D. Comment

View answer

Correct Answer: ABC

Question #17

What should be part of the pre-engagement collateral?

A. Frequently Asked Questions (FAQ)correct

B. Scoping Guide

C. Customer Service roles templatecorrect

D. Stock Keeping Unit (SKU) and pricing sheet

View answer

Correct Answer: AC

Question #18

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

A. n_customerservice_agent

B. n_customerservice_manager

C. n_customerservice

D. dmin

View answer

Correct Answer: A

Question #19

Agents and managers cannot create knowledge articles from Community questions.

A. True

B. False

View answer

Correct Answer: B

Question #20

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

A. The field is not based of the customers profile time zone

B. The field is active in the base form

C. The field is always based on the system time zone

D. Agents can use the field to identify if it is the right time to contact customercorrect

View answer

Correct Answer: D

Question #21

Why does the implementation team need to deliver core functionality to the customer as quickly as possible?

A. To expand the technical reach

B. To facilitate the requirement gathering during the workshops

C. To complete any complex customizations early enough

D. To realize near-term ROI (Return on Investment)correct

View answer

Correct Answer: D

Question #22

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

A. Apply Role by Customercorrect

B. Auto Assessmentcorrect

C. Change Update to Closecorrect

D. Update Case Entitlementcorrect

View answer

Correct Answer: ABCD

Question #23

Which of the following actions CANNOT be taken from the CSM workspace form ribbon?

A. It enables agents to add/remove a customer or consumer record

B. It enables agents to include a timeline and SLA details

C. It enables agents to use links to place calls or create emails

D. It can provide agents with a quick overview of the case details

View answer

Correct Answer: A

Question #24

What should be emphasized when designing solutions? (Choose three.)

A. Minimize customizationscorrect

B. Focus Out-of-the-box functionalitycorrect

C. Design for Scalabilitycorrect

D. Mobile friendly functionalitycorrect

View answer

Correct Answer: ABCD

Question #25

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

A. sn_customerservice_agentcorrect

B. sn_customerservice_manager

C. sn_customerservice

D. admin

View answer

Correct Answer: A

Question #26

A single piece of work to be handled by an agent, in Advance Work Assignment is called:

A. Work order

B. Interaction

C. Work unit

D. Work record

E. Work item

View answer

Correct Answer: E

Question #27

Partner admin contacts have access to the data of both their partner accounts and customer accounts.

A. Truecorrect

B. False

View answer

Correct Answer: A

Question #28

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

A. he advanced plugin (com

B. ajor Issue Management needs to be installed and certain properties enabled

C. o action required, this is a standard Customer Service Management feature

D. he role of sn_customerservice

View answer

Correct Answer: C

Question #29

From what places in SN can an agent create a case? (Choose three.)

A. Customer Service Applicationcorrect

B. Contactcorrect

C. Accountcorrect

D. Chat

View answer

Correct Answer: ABC

Question #30

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

A. Blocked by approvalcorrect

B. Blocked by case taskcorrect

C. Blocked internally and by customer

D. Blocked by internally

View answer

Correct Answer: AB

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