CIS-CSM Topic 1
Question #: 1
Topic #: 1
Agents and managers cannot create knowledge articles from Community questions.
A. True
B. False
Selected Answer: A
Question #: 2
Topic #: 1
Information about a customer’s service contract is found in Knowledge.
A. False
B. True
Selected Answer: A
Question #: 3
Topic #: 1
From what places in SN can an agent create a case? (Choose three.)
A. Customer Service Application
B. Contact
C. Account
D. Chat
Selected Answer: BCD
Question #: 3
Topic #: 1
From what places in SN can an agent create a case? (Choose three.)
A. Customer Service Application
B. Contact
C. Account
D. Chat
Selected Answer: BCD
Question #: 4
Topic #: 1
What are the conditions that matching rules are based on? (Choose two.)
A. Agent resources best suited to work on a case
B. Specific routing rules
C. Filters set up in advanced work assignment
D. Specific case attributes
Selected Answer: AD
Question #: 5
Topic #: 1
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
Selected Answer: B
Question #: 6
Topic #: 1
Special Handling Notes can apply to which one of the following based on specific attributes?
A. Domain
B. Contact
C. Holiday
D. VIP
Selected Answer: B
Question #: 7
Topic #: 1
Predictive Intelligence improves Case management by:
A. Predicting what values should have gone into empty fields in historical records
B. Reducing the number of records needed to accurately predict a value
C. Replacing legacy routing rules
D. Predicting Case values without manual intervention
Selected Answer: D
Question #: 8
Topic #: 1
Which of the following is a condition for matching rules?
A. Agent domain
B. Assignment
C. Switching
D. Specific case attributes
Selected Answer: D
Question #: 9
Topic #: 1
What do blue circles in the timeline of a case form represent?
A. Note
B. State
C. Activity
D. Comment
Selected Answer: B
Question #: 10
Topic #: 1
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
A. Case Escalation
B. Case State
C. Case Categorization
D. Case Prioritization
Selected Answer: CD
Question #: 11
Topic #: 1
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
A. Apply Role by Customer
B. Auto Assessment
C. Change Update to Close
D. Update Case Entitlement
Selected Answer: BD
Question #: 12
Topic #: 1
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
A. Define the Business Pain Points
B. Provide consistent service to customers
C. Have a clear understanding of the use cases
D. Define the number of hours needed to develop the associated requirements
E. Implementation is only as good as the underlying process
Selected Answer: ABCE
Question #: 13
Topic #: 1
What should be emphasized when designing solutions? (Choose three.)
A. Minimize customizations
B. Focus Out-of-the-box functionality
C. Design for Scalability
D. Mobile friendly functionality
Selected Answer: ABC
Question #: 14
Topic #: 1
What role does the Engagement Manager play before the Workshop? (Choose two.)
A. Project Manager
B. Acts as intermediary
C. Provides answers to technical problems
D. Assists with technical requirements
Selected Answer: AD
Question #: 15
Topic #: 1
What should be part of the pre-engagement collateral?
A. Frequently Asked Questions (FAQ)
B. Scoping Guide
C. Customer Service roles template
D. Stock Keeping Unit (SKU) and pricing sheet
Selected Answer: B
Question #: 16
Topic #: 1
Articles can provide the following: (Choose three.)
A. Document current and known issues
B. Provide answers and responses to common issues or questions
C. Information about customer’s service contract
D. Share product information
Selected Answer: ABD
Question #: 17
Topic #: 1
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 Producer
D. None of the above
Selected Answer: C
Question #: 18
Topic #: 1
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.)
A. Imported external articles appear as attachments in ServiceNow
B. Only applications that allow WebDAV connections can be integrated
C. The imported article will have the same category it had in the source knowledge base
D. SharePoint blocks this integration
Selected Answer: AB
Question #: 19
Topic #: 1
Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)
A. Knowledge Product Entitlements
B. Data Policy
C. ACL
D. User Criteria
Selected Answer: AD
Question #: 20
Topic #: 1
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
A. Reduces call volume
B. Makes it easier for Agents to manage case volume
C. Allows access to Knowledge Articles that are related to products owned by a customer
D. Information about customer’s service contract
E. Focused product marketing
Selected Answer: ABC
Question #: 21
Topic #: 1
What are the characteristics of Knowledge Categories?
A. Shareable across KBs: Yes ; Multi-Level: No
B. Shareable across KBs: No ; Multi-Level: Yes
C. Shareable across KBs: No ; Multi-Level: No
D. Shareable across KBs: Yes ; Multi-Level: Yes
Selected Answer: B
Question #: 22
Topic #: 1
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
A. Manage cases on behalf of customer service agents
B. Create cases on behalf of customers
C. Manage requests on behalf of customer service agents
D. Create requests on behalf of customers
E. Manage major incident communication on behalf of a customer service manager
Selected Answer: BD
Question #: 23
Topic #: 1
What is the purpose of a Catalog Item variable?
A. Grants the customer the opportunity to ask a question
B. Opens a wizard to help a customer fill in a case form
C. Guides a customer by providing hints on case forms
D. Allows the customer or consumer to qualify their answer
Selected Answer: D
Question #: 24
Topic #: 1
What one of the following is optional when creating a Catalog workflow?
A. Publishing the workflow
B. Defining workflow activities
C. Approving the workflow
D. Managing workflow versions
Selected Answer: C
Question #: 25
Topic #: 1
What module is used to create Case Record Producers?
A. Case Record Producers
B. Edit Records
C. Record Producers
D. Maintain Records
Selected Answer: C
Question #: 26
Topic #: 1
Which one is NOT a dependency for the Customer Service Plugin?
A. Task Activities
B. Skills Management
C. Openframe
D. Communities
Selected Answer: D
Question #: 27
Topic #: 1
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?
A. Account
B. Not supported
C. Consumer
D. Social Profile
E. Personnel File
Selected Answer: D
Question #: 28
Topic #: 1
Which social media channels are NOT available out-of-box?
A. Facebook
B. Twitter
C. LinkedIn
D. All of the above
E. None of the above
Selected Answer: D
Question #: 29
Topic #: 1
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
A. Selecting all the groups
B. Selecting none of the groups
C. Missing configuration
D. Misconfigured
Selected Answer: A
Question #: 30
Topic #: 1
How many outbound email accounts are supported in Customer Service Management?
A. One
B. Unlimited
C. Two
D. One per business service
Selected Answer: A
Question #: 31
Topic #: 1
What are features of Customer Service Management? (Choose four.)
A. Timed Audits
B. Service Entitlements
C. Demand Management
D. Service Prospecting
E. Real-time SLAs
F. Service Contracts
G. Skills-based routing
Selected Answer: BEFG
Question #: 32
Topic #: 1
What are the Forum User Types? (Choose three.)
A. Admin
B. Registered
C. Public
D. Custom
E. Moderator
Selected Answer: BCD
Question #: 33
Topic #: 1
Which of the following are true regarding the Community Portal application? (Choose two.)
A. It is available to any customer with a Community license
B. It is available by default with the Support and Service portals
C. It is only available to CSM license holders
D. Most of the configuration does not require System Administrator role
Selected Answer: AD
Question #: 34
Topic #: 1
If only one user reports a content for moderation, the content will be hidden.
A. True
B. False
Selected Answer: B
Question #: 35
Topic #: 1
The available case types are: (Choose two.)
A. Product Support
B. Order
C. Product
D. Support
Selected Answer: BC
Question #: 36
Topic #: 1
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.snc.csm_time_recording’ needs to be activated
D. The value property on the form must be set to true and the field added to the case form
Selected Answer: D
Question #: 37
Topic #: 1
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
Selected Answer: D
Question #: 38
Topic #: 1
Which of the following roles cannot update a consumer’s record?
A. sn_customerservice_agent
B. sn_customerservice_manager
C. sn_customerservice.consumer_agent
D. admin
Selected Answer: A
Question #: 39
Topic #: 1
Major Issue Management uses which one of the following capabilities?
A. Governance Risk and Control
B. Targeted Communications
C. Asset management
D. Record producers
Selected Answer: B
Question #: 40
Topic #: 1
What is required to synchronize fields from a parent to a child case(s)?
A. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
B. Major Issue Management needs to be installed and certain properties enabled
C. No action required, this is a standard Customer Service Management feature
D. The role of sn_customerservice.customer_case_manager must be assigned
Selected Answer: B
Question #: 41
Topic #: 1
HOTSPOT –
Match the definitions for roles relationships.
Selected Answer: A2,B1,C3,D4
Question #: 42
Topic #: 1
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. Execute assigned tasks
C. Close work orders
D. Manage cases
E. Manage assets
Selected Answer: BCE
Question #: 43
Topic #: 1
Information in the Case Field ‘Contact’ is copied to which Incident Field?
A. Contact
B. User
C. Customer
D. Caller
Selected Answer: D
Question #: 44
Topic #: 1
How many active OpenFrame configurations can you have on an instance?
A. 2
B. Unlimited
C. 1
D. 3
Selected Answer: B
Question #: 45
Topic #: 1
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
A. Knowledge Article
B. Accounts
C. Chat
D. Case
Selected Answer: AB
Question #: 46
Topic #: 1
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
A. Community
B. Knowledge Base
C. Open An Incident
D. Service Catalog
Selected Answer: ABD
Question #: 47
Topic #: 1
Which of the following are channels? (Choose two.)
A. Contacts
B. Web
C. Chat
D. Article
Selected Answer: BC
Question #: 48
Topic #: 1
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
A. Open an incident
B. Viewing knowledge articles
C. Live chat
D. Consumer self-registration
Selected Answer: A
Question #: 49
Topic #: 1
The Customer Support Portal default configuration provides the following channels to interact with customers? (Choose two.)
A. Web
B. Social
C. Chat
D. Email
Selected Answer: CD
Question #: 51
Topic #: 1
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
A. True
B. False
Selected Answer: B
Question #: 52
Topic #: 1
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary’s house.
A. B2C
B. B2B
Selected Answer: A
Question #: 53
Topic #: 1
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. Zboot the instance
B. Disable the Case Interceptor
C. Remove the Demo Data via a HI Request
D. Clone back to this instance from a valid instance
Selected Answer: CD
Question #: 54
Topic #: 1
What criteria can be used to determine when a new inbound case should be opened?
A. When a new customer is created
B. When an internal problem occurs
C. When a customer has a question or issue to resolve
D. When we have new marketing material for a customer
Selected Answer: C
Question #: 55
Topic #: 1
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
A. Product
B. Asset
Selected Answer: A
Question #: 56
Topic #: 1
Entitlements specify the level of service provided to customers.
A. False
B. True
Selected Answer: B
Question #: 58
Topic #: 1
Which of the following are best practice with regard to data imports? (Choose two.)
A. When importing to multiple instances import to each instance separately.
B. Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.
C. Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.
D. Images embedded in Knowledge Articles should be uploaded separately.
Selected Answer: AD
Question #: 59
Topic #: 1
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
A. True
B. False
Selected Answer: B
Question #: 60
Topic #: 1
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 cases
D. Provide agents with a knowledge guide
Selected Answer: C
Question #: 61
Topic #: 1
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
A. Case Performance
B. Case Analytics
C. Case Digest
D. Case Spotlight
Selected Answer: D
Question #: 62
Topic #: 1
During which Now Create stage are workshops conducted?
A. Execute
B. Initiate
C. Deliver
D. Plan
E. Close
Selected Answer: D
Question #: 63
Topic #: 1
Which application must be activated to enable customers to check in on-line for future appointments?
A. Business Location
B. Walk-Up Experience
C. Field Service Management
D. Service Organization
Selected Answer: B
Question #: 64
Topic #: 1
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
A. Knowledge and skills required for agents
B. Geographical location of customer
C. Languages spoken by agents
D. Number and type of support tools available
E. Number of customer service portals used
F. Number of agents required
Selected Answer: ABCF
Question #: 65
Topic #: 1
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
A. Web
B. Catalog
C. Portal
D. Virtual Agent
Selected Answer: A
Question #: 66
Topic #: 1
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
A. Order
B. Contract
C. FAQ
D. Monitoring
E. Request
F. Billing
Selected Answer: A
Question #: 67
Topic #: 1
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 dates
Selected Answer: D
Question #: 68
Topic #: 1
What does the Agent Whisper function do?
A. Lets agents and chat supervisors have a conversation without the requester knowing
B. Lets the chat supervisors have a conversation with the requester without the agent knowing
C. Lets agents have chat conversations with other agents without the requester knowing
D. Lets agents and requesters have a conversation without the chat supervisor knowing
Selected Answer: A
