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ServiceNow CIS-CSM Exam Questions and Answers PD | SPOTO

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Question #1
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 #2
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)
A. AZboot the instance
B. BDisable the Case Interceptor
C. CRemove the Demo Data via a HI Request
D. DClone back to this instance from a valid instance
View answer
Correct Answer: CD
Question #3
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
A. Routes the chat towards another group
B. Uses response templates to Insert as text in a conversation
C. Rolls up the current chat history towards an existing case
D. Rejects an incoming chat and moves it automatically to the general queue
View answer
Correct Answer: B
Question #4
Service-aware Install Base consists of which entities? (Choose three.)
A. Installed Products
B. Install Base Items
C. Assets
D. Sold Products
E. Configuration Items
View answer
Correct Answer: ABD
Question #5
Matching rules enhance assignment capability by ____________________.
A. Matching best agent by availability
B. Providing dynamic matching of cases to groups or individuals
C. Determining if account is a customer or partner
D. Matching best agent by skill
View answer
Correct Answer: A
Question #6
Information about a customer’s service contract is found in Knowledge.
A. Falsecorrect
B. True
View answer
Correct Answer: A
Question #7
From what places in SN can an agent create a case? (Choose three.)
A. Customer Service Application
B. Contact
C. Account
D. Chat
View answer
Correct Answer: ACD
Question #8
Special Handling Notes can apply to which one of the following based on specific attributes?
A. Domain
B. Contact
C. Holidaycorrect
D. VIP
View answer
Correct Answer: C
Question #9
Agents and managers cannot create knowledge articles from Community questions.
A. True
B. False
View answer
Correct Answer: B
Question #10
Which of the following are true regarding the Community Portal application? (Choose two.)
A. It is available to any customer with a Community licensecorrect
B. It is available by default with the Support and Service portals
C. It is only available to CSM license holderscorrect
D. Most of the configuration does not require System Administrator role
View answer
Correct Answer: AC
Question #11
Which combination of roles is restricted for security purposes?
A. snc_internal and sn_customerservice_agent
B. snc_internal and sn_customerservice
C. snc_internal and sn_customerservice
D. snc_external and sn_customerservice
View answer
Correct Answer: A
Question #12
What types of escalation templates can be created? (Choose two.)
A. Case
B. Sold Product
C. Consumer
D. Account
View answer
Correct Answer: AD
Question #13
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
A. Selecting all the groupscorrect
B. Selecting none of the groups
C. Missing configuration
D. Misconfigured
View answer
Correct Answer: A
Question #14
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
A. anage requests
B. xecute assigned tasks
C. lose work orders
D. anage cases
E. anage assets
View answer
Correct Answer: BCD
Question #15
Agents and managers cannot create knowledge articles from Community questions.
A. Truecorrect
B. Falsecorrect
View answer
Correct Answer: AB
Question #16
What are features of Customer Service Management? (Choose four.)
A. imed Audits
B. ervice Entitlements
C. emand Management
D. ervice Prospecting
E. eal-time SLAs
F. ervice Contracts
G. kills-based routing
View answer
Correct Answer: BCEG
Question #17
Which AWA service channels can be used by Customer Service Management? (Select threE.
A. Email
B. Walk-up
C. Chat
D. Case
E. Telephony
View answer
Correct Answer: BCD
Question #18
From what places in SN can an agent create a case? (Choose three.)
A. Customer Service Applicationcorrect
B. Contact
C. Accountcorrect
D. Chatcorrect
View answer
Correct Answer: ACD
Question #19
A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)
A. The account already has an open escalation record
B. The customer service agent is not assigned with the escalation requester role
C. No escalation approval flow is configured
D. The parent account of the account to be escalated is not active
View answer
Correct Answer: AB
Question #20
Information about a customer’s service contract is found in Knowledge.
A. Falsecorrect
B. True
View answer
Correct Answer: A
Question #21
What are the conditions that matching rules are based on? (Choose two.)
A. Agent resources best suited to work on a casecorrect
B. Specific routing rules
C. Filters set up in advanced work assignmentcorrect
D. Specific case attributescorrect
View answer
Correct Answer: ACD
Question #22
What is the purpose of the Guided Decisions capability?
A. Provide agents with a knowledge guide
B. Guide agents through account management
C. Provide agents with an escalation guide
D. Dynamically guide agents to help resolve complex cases
View answer
Correct Answer: D
Question #23
Information in the Case Field ‘Contact’ is copied to which Incident Field?
A. ontact
B. ser
C. ustomer
D. aller
View answer
Correct Answer: A
Question #24
Which of the following roles can update a consumer's record? (Choose two.)
A. Consumer Support Agent {sn_customerservice
B. Customer Service Manager (sn_customerservice_manager)
C. Customer Service Agent (sn_customerservice_agent)
D. Customer (sn_customerservice
View answer
Correct Answer: AD
Question #25
Which of the following roles can update a consumer's record? (Choose two.)
A. Consumer Support Agent {sn_customerservice
B. Customer Service Manager (sn_customerservice_manager)
C. Customer Service Agent (sn_customerservice_agent)
D. Customer (sn_customerservice
View answer
Correct Answer: AD
Question #26
Which statement is NOT true about browser support for the ServiceNow CSM Workspaces?
A. Mobile phone browsers can also support the desktop version of the UI
B. ServiceNow workspaces are supported by the latest public release of Chrome and Firefox
C. Browser support varies for each version of the user interface
D. ServiceNow workspaces do not support Internet Explorer or Microsoft Edge
View answer
Correct Answer: A
Question #27
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?
A. Runs at the end of the month and deactivates all Special Handling notes more than 30 days old
B. Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week
C. Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated
D. Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration datescorrect
View answer
Correct Answer: D
Question #28
How many outbound email accounts are supported in Customer Service Management?
A. Onecorrect
B. Unlimited
C. Two
D. One per business service
View answer
Correct Answer: A
Question #29
What is the purpose of the Guided Decisions capability?
A. Provide agents with an escalation guide
B. Guide agents through account management
C. Dynamically guide agents to help resolve complex casescorrect
D. Provide agents with a knowledge guide
View answer
Correct Answer: C
Question #30
Matching rules enhance assignment capability by ____________________.
A. Matching best agent by availabilitycorrect
B. Providing dynamic matching of cases to groups or individuals
C. Determining if account is a customer or partnercorrect
D. Matching best agent by skill
View answer
Correct Answer: AC

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