CIS-CSM Topic 2
Question #: 69
Topic #: 1
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
A. Contact (customer_contact)
B. Consumer User (csm_consumer-user)
C. Consumer (csm_consumer)
D. CSM User (csm_user)
Selected Answer: BC
Question #: 70
Topic #: 1
Who can create a customer service case from a community discussion? (Choose two.)
A. Customer service agent (sn_customerservice_agent)
B. Proxy case creator (sn_customerservice.proxy_case_creator)
C. Partner (sn_customerservice.partner)
D. Case Viewer (sn_customerservice.case_viewer)
Selected Answer: AB
Question #: 71
Topic #: 1
The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench? (Choose three.)
A. Correlation
B. Availability
C. Scripted
D. Simple Match
E. Aggregate
Selected Answer: CDE
Question #: 72
Topic #: 1
Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)
A. Hardware assets
B. Facility assets
C. Configuration assets
D. Software licenses assets
E. Enterprise Software assets
F. Network assets
G. Consumables assets
Selected Answer: ABDEG
Question #: 73
Topic #: 1
Which of the following best describes how the CSM application uses the Asset table?
A. CSM uses the Product table instead of the ITSM Asset table
B. CSM uses the Product Model table instead of the ITSM Asset table
C. ServiceNow uses the same Asset table for both CSM and ITSM, however CSM has a different subset of fields
D. Because CSM Assets are managed differently from ITSM Assets ServiceNow uses different Asset Tables for CSM than it does for ITSM
Selected Answer: C
Question #: 74
Topic #: 1
A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer. Given this scenario, what is the chronological order of case states used to manage this case?
A. New > Work in Progress > On Hold > Work in Progress > Resolved > Closed
B. New > Open > Work in Progress > Solution Proposed > Closed
C. Open > Pending > Work in Progress > Resolved > Closed
D. New > Open > Awaiting Info > Open > Resolved > Closed
Selected Answer: D
Question #: 75
Topic #: 1
What are the types of matching criteria for Customer Service? (Choose four.)
A. Matching Skills
B. Last Assigned
C. Certifications
D. Distance
E. Assigned Cases
F. Availability Today
G. Partner Hours
Selected Answer: ABEF
Question #: 76
Topic #: 1
What is a supported external customer that, in turn, sells to and supports one or more customers?
A. Partner
B. Account
C. Contact
D. Consumer
Selected Answer: A
Question #: 77
Topic #: 1
Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?
A. Eliminate the need for more traditional performance analytics
B. Auto-generate clusters of cases that point to similar underlying issues
C. Create root cause solutions for similar cases
D. A guaranteed reduction in call volume per month
Selected Answer: B
Question #: 78
Topic #: 1
Which ServiceNow applications can be integrated out-of-the-box with CSM? (Choose three.)
A. Service Portfolio Management
B. Project Management
C. DevOps
D. Risk Management
E. ITOM Event Management
Selected Answer: ABE
Question #: 79
Topic #: 1
Which of the following are benefits that may be gained from using communities? (Choose three.)
A. Reduce support costs
B. Engagement with Customers
C. Get product feedback
D. Reduce cost per sales
E. Increase marketing effectiveness
Selected Answer: ABC
Question #: 80
Topic #: 1
What is a case?
A. An individual record that handles and resolves incidents for external customers
B. An individual record that is used to identify and create automation opportunities
C. An individual record that is used to identify and resolve a question or issue for an external customer
D. An individual record that handles and routes issues for internal users
Selected Answer: C
Question #: 81
Topic #: 1
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
A. WebDAV-versioned
B. Web-configurable
C. WebDAV-compliant
D. Web-based
Selected Answer: C
Question #: 82
Topic #: 1
An Account Relationship is based on a defined account relationship hype. Users with the System Administrator role can define two types of relationships: (Choose two.)
A. Partner-to-customer
B. Account-to-customer
C. Account-to-account
D. Customer-to-Consumer
E. Partner-to-account
Selected Answer: CE
Question #: 83
Topic #: 1
Which knowledge records can be configured with User Criteria?
A. Knowledge Base
B. Knowledge Base and Category
C. Knowledge Base, Category and Article
D. Knowledge Base and Article
Selected Answer: D
Question #: 84
Topic #: 1
When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed? (Choose two.)
A. Choose the NLU service provider
B. In the NLU Settings configure the Intent confidence threshold
C. Enable NLU in Virtual Agent
D. In the NLU Settings configure the Entity confidence threshold
Selected Answer: AC
Question #: 85
Topic #: 1
An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used? (Choose two.)
A. Contact
B. Configuration Item
C. Business Service
D. Install base item
E. Sold product
Selected Answer: DE
Question #: 86
Topic #: 1
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
A. Allows access to knowledge articles based on customer’s security access
B. Allows access to knowledge articles that are related to entitlements owned by a customer
C. Allows access to multi-product line knowledge articles
D. Allows access to knowledge articles that are related to products owned by a customer
Selected Answer: D
Question #: 87
Topic #: 1
Advance Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types? (Choose three.)
A. Skill seniority
B. Account team responsibility
C. Historical
D. Related task
E. Product expertise
Selected Answer: BCD
Question #: 88
Topic #: 1
In Agent Workspace Chat, Agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
A. Rejects an incoming chat and moves it automatically to the “General” queue
B. Routes the chat towards another group
C. Uses response templates to insert as text in a conversation
D. Rolls up the current chat history towards an existing case
Selected Answer: C
Question #: 89
Topic #: 1
Name a security benefit gained from using scoped applications:
A. Prevents changes to tables without explicit permission from IT
B. Prevents third party integrations
C. Limits accessibility to other applications in the instance
D. Limits the number of update sets that can be applied
Selected Answer: C
Question #: 90
Topic #: 1
The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data. What is this feature?
A. CSM Query Rules
B. Data Policies
C. Filtered Lists
D. Access Types
Selected Answer: A
Question #: 91
Topic #: 1
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?
A. When one support group reaches capacity the work item is automatically routed to another group
B. Uses matching and assignment rules to send work items to the agent with the highest availability
C. Routes cases to different groups based on their skill set and availability
D. Uses matching and assignment rules to send work items to the agent with the most capacity
Selected Answer: A
Question #: 92
Topic #: 1
Which role must B2B and B2C customers obtain, at a MINIMUM, to access to a ServiceNow instance?
A. External (snc_external)
B. Account Contact (sn_customeservice.account_contact)
C. Customer (sn_customerservice.customer)
D. Case Creator (sn_customerservice.case_creator)
Selected Answer: A
Question #: 93
Topic #: 1
Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
A. Close Cases in Resolved state
B. Auto Close Resolved Cases
C. Resolved to Close State
D. Move Resolved Cases to Closed
Selected Answer: B
Question #: 94
Topic #: 1
What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?
A. Consumer (sn_customservice.consumer)
B. Customer (sn_suctomservice.customer)
C. External (snc_external)
D. Proxy Contact (sn_customservice.proxy_contact)
Selected Answer: D
Question #: 95
Topic #: 1
Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow’s and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)
A. Proactive Prevention
B. Service-Aware Install Base
C. Service Reporting
D. Proactive Case
E. Service-Aware CMDB
F. Service Monitoring
Selected Answer: BDF
Question #: 96
Topic #: 1
Which roles are considered external? (Choose two.)
A. Consumer Support Agent (sn_customerservice.consumer_agent)
B. Customer Admin (sn_customerservice.customer_admin)
C. Partner Admin (sn_customerservice.partner_admin)
D. Customer Service Agent (sn_customerservice_agent)
Selected Answer: BC
Question #: 97
Topic #: 1
The default configuration automatically closes resolved Cases after how many days?
A. 5 days
B. Cases are not automatically closed by default
C. 3 days
D. 10 days
Selected Answer: B
Question #: 98
Topic #: 1
What do blue circles in the timeline of a case form represent?
A. Triggered SLAs
B. Activity updates
C. Customer comments
D. State changes
Selected Answer: D
Question #: 99
Topic #: 1
What are the different resource matching methods on the Matching Rule form? (Choose four.)
A. History
B. Scripted
C. Advanced
D. Simple
E. Skill
F. Selection Criteria
Selected Answer: BCDF
Question #: 100
Topic #: 1
Which of the following child case states would cause parent – child case synchronization to fail? (Choose three.)
A. Resolved
B. In Progress
C. Awaiting Info
D. New
E. Closed
F. Cancelled
Selected Answer: AEF
Question #: 101
Topic #: 1
External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. Which of the following can they approve in relation to cases via the portals?
A. Request Records and Escalations
B. Change Records and Request Records
C. Problem Records and Escalations
D. Problem Records and Incident Records
Selected Answer: B
Question #: 102
Topic #: 1
Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)
A. Case playbook for Onboarding
B. Case playbook for Services
C. Case playbook for Product Support
D. Case playbook for Complaints
E. Case playbook for Billing
Selected Answer: ACD
Question #: 103
Topic #: 1
Based on which out-of-box attributes can Special handling Notes be applied to cases? (Choose three.)
A. Service Contract
B. Install Base Item
C. Product
D. Account
E. Contact
Selected Answer: CDE
Question #: 104
Topic #: 1
As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?
A. Document the knowledge gap in the case work notes and escalate the case
B. Post a question in one of the various Customer Service Management knowledge bases
C. Use Related Links on the case form to report a knowledge gap
D. Use the Create Knowledge button on the case form to report a knowledge gap
Selected Answer: C
Question #: 105
Topic #: 1
What feature does the Product Model and Catalog Items Relationship plugin enable?
A. Agents are automatically proposed catalog items related to the chosen product on the case form
B. Consumers can track what products they have purchased via the catalog
C. It provides a contextual service catalog based on the customer’s subscribed services
D. Customer service managers can track the financial cost of customer’s subscribed services and the related requests
Selected Answer: C
Question #: 106
Topic #: 1
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?
A. The case escalates to an assignment group as defined in the default escalation template
B. The case work notes are updated automatically
C. The case action status changes to Related Task Updated
D. The case displays a special handling note highlighting the update
Selected Answer: B
Question #: 107
Topic #: 1
Application Scoping from a security perspective brings the following benefits: (Choose two.)
A. Improves instance security by limiting access to other applications on the instance
B. Scoped applications prevent versioning for complex instances
C. Scoping hold the records and acts as a container for the desired CSM applications
D. Scoped applications limits autonomy and control of all aspects of the CSM application
Selected Answer: AC
Question #: 108
Topic #: 1
How can multiple service catalogs be made available on the Customer Service Portal?
A. Include them in the list of service catalogs on the Customer Service Portal record
B. Add them to the list of service catalogs in the Customer Service Portal header widget options
C. Only the Customer Service service catalog can be used on the Customer Service Portal
D. Create user criteria for each of the applicable service catalogs
Selected Answer: A
Question #: 109
Topic #: 1
Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades. How many sequential project phases and exit gates are there in the Now Create Methodology?
A. Three
B. Five
C. Four
D. Six
Selected Answer: B
Question #: 110
Topic #: 1
From which one of the following can an agent create a CSM Case:
A. Human Resource Application
B. Incident Management
C. Chat
D. Special Handling Note
Selected Answer: C
Question #: 111
Topic #: 1
Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?
A. The major case candidate becomes a major case
B. A new major case is created and the major case candidate is added as a child to the major case
C. The major case candidate requires an approval from the major issue manager
D. The major case candidate is closed and a new major case is created
Selected Answer: B
Question #: 112
Topic #: 1
What types of escalation templates can be created? (Choose two.)
A. Case
B. Sold Product
C. Consumer
D. Account
Selected Answer: AD
Question #: 114
Topic #: 1
What is the specific type of catalog item called that allows users to create task-based records, such as case records, from the Service Catalog?
A. Request Item
B. Record Producer
C. Catalog Processor
D. Case Template
Selected Answer: B
Question #: 115
Topic #: 1
Out-of-box, which functionality handles state transitioning for case management?
A. Workflows
B. State Flows
C. Business Rules
D. Flows
Selected Answer: B
Question #: 116
Topic #: 1
Which of the following are benefits of customer access management? (Choose two.)
A. It defaults the responsibility for access management to the customer service agent.
B. It increases security by automatically providing access to case information based on account hierarchy
C. It increases automation by automatically granting access to cases based on access to sold product
D. It improves the customer experience by enabling related parties to track and collaborate on cases.
E. It defaults the responsibility for access management to the customer.
Selected Answer: CD
Question #: 117
Topic #: 1
What are the advantages of leading indicators over lagging indicators? (Choose two.)
A. Hard to influence
B. Prospective
C. Retrospective
D. Easy to influence
Selected Answer: BD
Question #: 118
Topic #: 1
Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?
A. Customer case manager (sn_customerservice.customer_case_manager)
B. Customer account manager (sn_customerservice.customer_account_manager)
C. Customer admin (sn_customerservice.customer_admln)
D. Customer (sn_customerservice.customer)
Selected Answer: C
Question #: 119
Topic #: 1
What is knowledge article versioning?
A. A content tracker for knowledge articles
B. A knowledge article publishing guide
C. The ability to manage and track article updates
D. A knowledge article numbering guide
Selected Answer: C
Question #: 120
Topic #: 1
Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?
A. Individuals
B. Partners
C. Contacts
D. Accounts
Selected Answer: A
