[Mar 16, 2023] CIS-CSM PDF Questions and Testing Engine With 103 Questions [Q46-Q69]

[Mar 16, 2023] CIS-CSM PDF Questions and Testing Engine With 103 Questions

Updated Exam Engine for CIS-CSM Exam Free Demo & 365 Day Updates

How much does ServiceNow Certified CIS CSM costs

• Types of questions: Performance Based Questions
• Examination Name: ServiceNow Certified CIS CSM
• Passing Score: 60% or higher
• No of Questions: 85 Questions
• Length of Exam: 85 min

Sample Questions

Sample Item – 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)?

• Assignment Group, Work Notes, and related Problem
• No updates are made to child Incidents
• Work Notes
• Assignment Group and Work Notes

Sample Item – Problem Management:

When creating a problem record from an incident record, which element defines the
field mapping between the two?

• ProblemV2Util script include
• ProblemUtils script include
• Problem created from system property (com.sn-problem.create_from_incident.attributes)
• Create Problem UI action

Sample Item – Change and Release Management:

Conflict detection in change management can identify conflicts from which of the
following reasons?

• The changes schedule does not give appropriate lead time
• Existing scheduled changes to the CI
• The change scheduled is outside of business hours
• The change schedule is during blackout periods
• The CI is not in the maintenance window

Sample Item – 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 [kb_knowledge]
• Knowledge Search Log [ts_query_kb]
• Knowledge Use [kb_use]
• Knowledge Feedback [kb_feedback]

Sample Item – Service Catalog / Request Management:

Which one of the following is proper syntax for accessing values of variables from a
Record Producer script field?

• current.variable_name
• g_form.getVariable(‘variable_name’)
• producer.variable_name
• g_form.getReference(‘variable_name’)

Sample Item – 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?

• Managed By
• Assignment Group
• Change Control
• Support Group

NO.46 Information in the Case Field ‘Contact’ is copied to which Incident Field?

 Contact

 User

 Customer

 Caller

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/csm-integration-sm-incident.html

NO.47 What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?

 Can view assets belonging to their partner accounts

 Can create, view, and edit cases for their partner accounts

 Can resolve cases reported by their partner accounts

 Can create and update contacts for their partner accounts

NO.48 ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer’s Twitter profile details?

 Account

 Not supported

 Consumer

 Social Profile

 Personnel File

NO.49 From what places in SN can an agent create a case? (Choose three.)

 Customer Service Application

 Contact

 Account

 Chat

Reference:
customer-service-management/reference/r_CustomerServiceCaseForm.htmlc

NO.50 During which Now Create stage are workshops conducted?

 Execute

 Initiate

 Deliver

 Plan

 Close

NO.51 Entitlements specify the level of service provided to customers.

 False

 True

NO.52 What is required to enable the Follow the sun field on the Customer Service Case form?

 Nothing, it is a standard field

 The value property on the form must be set to true

 The plugin ‘com.snc.csm_time_recording’ needs to be activated

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

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html

NO.53 Which are the key self-service functions of the Customer Support Portal? (Choose three.)

 Community

 Knowledge Base

 Open An Incident

 Service Catalog

Reference:
playbook/self-service-improvement.pdf

NO.54 How many outbound email accounts are supported in Customer Service Management?

 One

 Unlimited

 Two

 One per business service

NO.55 What should be part of the pre-engagement collateral?

 Frequently Asked Questions (FAQ)

 Scoping Guide

 Customer Service roles template

 Stock Keeping Unit (SKU) and pricing sheet

Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/ ds-sim.pdf (2)

NO.56 Which of the following roles can update a consumer’s record? (Choose two.)

 Consumer Support Agent {sn_customerservice.consumer_agent)

 Customer Service Manager (sn_customerservice_manager)

 Customer Service Agent (sn_customerservice_agent)

 Customer (sn_customerservice.customer)

NO.57 What is required to enable the Follow the sun field on the Customer Service Case form?

 Nothing, it is a standard field

 The value property on the form must be set to true

 The plugin ‘com.snc.csm_time_recording’ needs to be activated

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

Explanation

NO.58 What should be part of the pre-engagement collateral?

 Frequently Asked Questions (FAQ)

 Scoping Guide

 Customer Service roles template

 Stock Keeping Unit (SKU) and pricing sheet

NO.59 The available case types are: (Choose two.)

 Product Support

 Order

 Product

 Support

NO.60 The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?

 Customer Service Manager (sn_customerservice_manager)

 System administrator (admin)

 Service organization administrator (sn_customerservice.service_organization_admin)

 Customer admin (sn_customerservice.customer_admin)

NO.61 What role does the Engagement Manager play before the Workshop? (Choose two.)

 Project Manager

 Acts as intermediary

 Provides answers to technical problems

 Assists with technical requirements

NO.62 Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

 True

 False

Explanation/Reference: https://docs.servicenow.com/bundle/london-customer-service-management/page/product/ customer-service-management/task/view-csm-executive-dashboard.html

NO.63 What is the purpose of a Catalog Item variable?

 Allows the customer to ask a question

 Provides hint to the user on the field

 Opens a chat session with customer support

 Allows the customer or consumer to qualify their answer

NO.64 Which of the following are best practice with regard to data imports? (Choose two.)

 When importing to multiple instances import to each instance separately.

 Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.

 Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.

 Images embedded in Knowledge Articles should be uploaded separately

NO.65 What is required to enable the Follow the sun field on the Customer Service Case form?

 Nothing, it is a standard field

 The value property on the form must be set to true

 The plugin ‘com.snc.csm_time_recording’ needs to be activated

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

Reference:
customer-service-management/reference/r_CustomerServiceCaseForm.html

NO.66 What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

 Define the Business Pain Points

 Provide consistent service to customers

 Have a clear understanding of the use cases

 Define the number of hours needed to develop the associated requirements

 Implementation is only as good as the underlying process

NO.67 Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

 Manage cases on behalf of customer service agents

 Create cases on behalf of customers

 Manage requests on behalf of customer service agents

 Create requests on behalf of customers

 Manage major incident communication on behalf of a customer service manager

NO.68 Entitlements specify the level of service provided to customers.

 False

 True

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html

NO.69 Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

 Manage cases on behalf of customer service agents

 Create cases on behalf of customers

 Manage requests on behalf of customer service agents

 Create requests on behalf of customers

 Manage major incident communication on behalf of a customer service manager

Explanation

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