CIS-CSM Topic 3
Question #: 121
Topic #: 1
When configuring email in Communication Channels, how many outgoing email addresses are supported?
A. One
B. Two
C. Three
D. Unlimited
Selected Answer: A
Question #: 122
Topic #: 1
Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)
A. sn_customerservice_agent
B. sn_customerservice.customer_admm
C. sn_customerservice.partner_admin
D. sn_customerservice_manager
E. admin
Selected Answer: DE
Question #: 123
Topic #: 1
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
A. The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner
B. A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle
C. Asset management has different use cases for tracking specific products or services customers are using
D. It includes all of the data crucial to support customers as efficiently as possible
Selected Answer: C
Question #: 124
Topic #: 1
What is KCS (Knowledge Centered Services)?
A. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
B. A documented methodology to provide a set of best practices for creating and maintaining knowledge
C. A dashboard with specific visualization of the different knowledge bases and categories
D. An application that helps agents and managers to create cases from Knowledge articles
Selected Answer: B
Question #: 125
Topic #: 1
When creating or importing assets for CSM, model categories are used to: (Choose three.)
A. Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa
B. Group assets together
C. Build a classification structure for product models
D. Model the configuration options for each product model being sold to customers
E. Define a link between Asset classes and Configuration Item (CI) classes
Selected Answer: ABE
Question #: 126
Topic #: 1
Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)
A. Close an upsell of related products and services not yet purchased by a customer
B. See the detailed configurations of the products and services deployed for a customer to determine the action needed
C. Trace Information provided in a case to the right product or service to which it relates
D. Monitor related operational services and configuration items that affect service health
Selected Answer: BC
Question #: 126
Topic #: 1
Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)
A. Close an upsell of related products and services not yet purchased by a customer
B. See the detailed configurations of the products and services deployed for a customer to determine the action needed
C. Trace Information provided in a case to the right product or service to which it relates
D. Monitor related operational services and configuration items that affect service health
Selected Answer: BC
Question #: 127
Topic #: 1
Benefits of Proactive Customer Service Operations include: (Choose two.)
A. Reduced inbound calls from customers
B. Reduction in staff turnover
C. Major cases can be eliminated as there will be no Impact to customers
D. Reduced Mean Time To Resolve (MTTR)
E. Guaranteed increase in customer satisfaction
Selected Answer: AD
Question #: 128
Topic #: 1
What features are included with the Customer Service Portal? (Choose three.)
A. Header with links for different customer activities such as creating a case
B. Search feature to get information from several repositories
C. Links to information sources such as the knowledge base, community and customer support
D. Links to marketing promotions and product coupons
E. The ability to create new accounts
Selected Answer: ABC
Question #: 129
Topic #: 1
What does NLU stand for?
A. Natural-Learning Userability
B. Natural-Language Understanding
C. Natural-Learning URL
D. Natural-Language URL
Selected Answer: B
Question #: 130
Topic #: 1
Out-of-the-box. cases are automatically closed after how many days?
A. 3 days
B. 5 days
C. 10 days
D. Cases are not automatically closed by default
Selected Answer: D
Question #: 131
Topic #: 1
When are any changes to the platform considered a customization?
A. When they require an implementation spread across all project phases
B. If they are NOT applied through the usage of built-in tools on the Now Platform
C. When they are solely implemented for a custom application
D. When there are business demands for custom functionality that is not offered out-of-the-box
Selected Answer: D
Question #: 132
Topic #: 1
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
A. Service Analytics
B. In-form Analytics
C. Case Spotlight
D. CSM Prediction Results
Selected Answer: B
Question #: 133
Topic #: 1
The case digests feature includes which types of case communication? (Choose two.)
A. Case Lifecycle Reports
B. Case Action Summaries
C. Post Case Reviews
D. Case Post Mortem
Selected Answer: BC
Question #: 134
Topic #: 1
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
A. Assets
B. Publications
C. Products
D. Contacts
E. Contracts
Selected Answer: ABC
Question #: 135
Topic #: 1
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
A. Quick Messages
B. Quick Actions
C. Response Templates
D. Templates
Selected Answer: C
Question #: 136
Topic #: 1
In the Customer Service Management space what defines the term asset?
A. A physical item
B. A specific product instance supported for a customer
C. A product that a company supports
D. A resource that allows a business service
Selected Answer: B
Question #: 137
Topic #: 1
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
A. Escalate a case on the add-m panel of Outlook
B. Register the sender of an email as contact
C. As the Microsoft Outlook user, register yourself as self-contributor
D. Create cases using email content in Outlook for the customer contact
Selected Answer: BD
Question #: 138
Topic #: 1
To which entities can Special Handling Notes be applied out of the box?
A. Consumer
B. Entitlement
C. Sold Product
Selected Answer: B
Question #: 139
Topic #: 1
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
A. Partner Service
B. Customer Service
C. Consumer Service
D. Product Service
Selected Answer: BC
Question #: 140
Topic #: 1
Partner admin (sn_customerservice.partner_admin) contacts have access to:
A. Their customer account
B. Their partner accounts
C. Both
D. Neither
Selected Answer: C
Question #: 141
Topic #: 1
From a security perspective, scoping brings several benefits: (Choose two.)
A. Improves instance security by limiting accessibility to other applications on the instance
B. Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals
C. IT can manage and control the pace of the CSM teams because dependencies have been put in place
D. The scope holds the records and acts as a container for the desired Customer Service Management Applications
Selected Answer: AD
Question #: 142
Topic #: 1
Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?
A. Set the Agent Experience (What agents see in their Workspace inbox)
B. Define Assignment Rules (How to assign work items)
C. Define Work Item Queues (Where to route)
D. Configure Service Channels (What to route)
Selected Answer: B
Question #: 143
Topic #: 1
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?
A. Can view assets belonging to their partner accounts
B. Can create, view, and edit cases for their partner accounts
C. Can resolve cases reported by their partner accounts
D. Can create and update contacts for their partner accounts
Selected Answer: D
Question #: 144
Topic #: 1
What is a household entity?
A. Group of users that usually share a common address and use services as a group
B. Group of people that usually share a common address and use services as a group
C. Group of customers that usually share a common address and use services as a group
D. Group of consumers that usually share a common address and use services as a group
Selected Answer: D
Question #: 145
Topic #: 1
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)
Selected Answer: D
Question #: 146
Topic #: 1
Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)
A. Assigned Cases
B. Agent Affinity
C. Availability Today
D. Matching Skills
E. Agent History
Selected Answer: ACD
Question #: 147
Topic #: 1
Regarding Account Teams, what is the purpose of marking a role as ‘unique’?
A. The role then becomes a child responsibility
B. Ensure there is a dedicated account manager for that account
C. The role then becomes a parent responsibility
D. Prevent the same role being used on different customer accounts
Selected Answer: D
Question #: 148
Topic #: 1
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 CIs
D. The CMDB tracks all assets as configuration items (CIs)
Selected Answer: C
Question #: 149
Topic #: 1
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 customer
Selected Answer: D
Question #: 150
Topic #: 1
Which of the following roles can update a consumer’s record? (Choose two.)
A. Consumer Support Agent {sn_customerservice.consumer_agent)
B. Customer Service Manager (sn_customerservice_manager)
C. Customer Service Agent (sn_customerservice_agent)
D. Customer (sn_customerservice.customer)
Selected Answer: AB
Question #: 151
Topic #: 1
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
A. Contextual Search
B. Agent Assist
C. Dynamic Related Records
D. Record Information
Selected Answer: C
Question #: 152
Topic #: 1
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer0
A. After 3 days
B. After 5 days
C. After 1 day
D. After 7 days
Selected Answer: B
Question #: 153
Topic #: 1
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?
A. Customer Service Manager (sn_customerservice_manager)
B. System administrator (admin)
C. Service organization administrator (sn_customerservice.service_organization_admin)
D. Customer admin (sn_customerservice.customer_admin)
Selected Answer: B
Question #: 154
Topic #: 1
What action is required to enable agents to create an incident record for a case?
A. They must be assigned with the read role for incident
B. They must be assigned with the itil role
C. They must be assigned with the snc_intemal role
D. They must be assigned with the sn_customerservice.itsm_contributor role
Selected Answer: B
Question #: 155
Topic #: 1
In the ’Action Status’ column on a case list what could a red indicator dot mean? (Choose two.)
A. Blocked by approval
B. Blocked by case task
C. Blocked internally and by customer
D. Blocked by internally
Selected Answer: CD
Question #: 156
Topic #: 1
Which of the following are correct for parent/child synchronization? (Choose two.)
A. Multiple child cases can be managed from a parent case as in Major Issue Management
B. The Administrator can choose which fields to synchronize from parent to child cases
C. Parent to child cases can be synchronized regardless of which state the case is in
D. The property to synchronize parent to child cases is automatically enabled
Selected Answer: AB
Question #: 157
Topic #: 1
When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?
A. Social Channels
B. Social Profiles
C. Social Logs
D. Work notes
E. Additional comments
Selected Answer: C
Question #: 158
Topic #: 1
Once a major case candidate is approved a major case is created. What then happens to the customer case?
A. The customer case becomes a child case of the major case
B. The customer case will be automatically closed
C. The customer case becomes the parent case of the major case
D. The customer case will automatically be related to a problem
Selected Answer: A
Question #: 159
Topic #: 1
What are the types of units used to measure entitlements? (Choose two.)
A. Hours
B. Contract
C. Cost
D. Case
Selected Answer: AD
Question #: 160
Topic #: 1
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
A. Store Apps
B. Update Sets
C. Through private scopes
D. Plugins
Selected Answer: AD
Question #: 161
Topic #: 1
Which of the following statements is correct regarding product models in CSM?
A. Products models can only contain digital (logical) items
B. Product models can contain either physical items or digital (logical) items but not both in the same model
C. Product models can only contain physical items
D. Product models can contain both physical items and digital (logical) items in the same mode
Selected Answer: D
Question #: 162
Topic #: 1
Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?
A. The create contact (consumer) feature is available in all CSM Workspaces
B. The create contact (consumer) feature is not available in any of the CSM Workspaces
C. The create contact (consumer) feature is only available in the CSM Configurable Workspace
D. The create contact (consumer) feature is only available in the Agent Workspace
Selected Answer: C
Question #: 163
Topic #: 1
Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?
A. The form header’s secondary values can only he displayed above the ribbon components
B. The form header’s primary values can be displayed in the contextual side panes instead of above the ribbon components
C. The form header’s secondary values can be displayed in the contextual side panel instead of above the ribbon components
D. The form header for the case form can display five levels of field values from the case table
Selected Answer: C
Question #: 164
Topic #: 1
User criteria records may be applied to which knowledge items?
A. Knowledge Base and Category
B. Knowledge Base Category and Article
C. Knowledge Base and Article
D. Knowledge Base
Selected Answer: C
Question #: 165
Topic #: 1
What are the three main components that make up Proactive Customer Service Operations? (Choose three.)
A. Service Monitoring
B. Service Reporting
C. Service-Aware CMDB
D. Service-Aware Install Base
E. Proactive Case
F. Proactive Prevention
Selected Answer: ADE
Question #: 166
Topic #: 1
What are the three out-of-the-box playbooks for CSM? (Choose three.)
A. Case playbook for Onboarding
B. Case playbook for Billing
C. Case playbook for Accounts
D. Case playbook for Product Support
E. Case playbook for Complaints
Selected Answer: ADE
Question #: 167
Topic #: 1
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance? (Choose two.)
A. XML unloads
B. Plugins
C. Store Apps
D. Update Sets
Selected Answer: BC
Question #: 168
Topic #: 1
What are available matching criteria for case assignment in Customer Service Management? (Choose three.)
A. Partner Hours
B. Matching Skills
C. Distance
D. Certifications
E. Assigned Cases
F. Availability Today
Selected Answer: BEF
Question #: 169
Topic #: 1
What is the purpose of the sidebar feature in CSM Configurable Workspace?
A. Enables agents to keep information regarding details of the case visible at all times
B. Enables agents to access response templates to help them resolve cases faster and more efficiently
C. To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution
D. Enables managers to discreetly monitor chats between agents and customers
Selected Answer: C
Question #: 170
Topic #: 1
What is the specific type of catalog item that allows users to create any type of task, such as cases, from the Service Catalog?
A. Request Item
B. Service Catalog Request
C. Record Producer
D. Catalog Item
Selected Answer: C
Question #: 171
Topic #: 1
Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?
A. Trending Topics
B. Auto-Responder
C. Proactive Customer Service Operations
D. Self-Service Analytics
Selected Answer: B
Question #: 172
Topic #: 1
Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)
A. State Flows
B. Assignment Workbench
C. Assignment Rules
D. CSM Workspace
Selected Answer: BC
Question #: 173
Topic #: 1
What does Major issue Management use to identify all other customers impacted by a major case?
A. Account lists
B. Customer Product lists
C. Notify lists
D. Recipient lists
Selected Answer: D
Question #: 174
Topic #: 1
Which of the following is correct regarding the social med a channel?
A. Cases cannot be created from any of the social channels
B. Cases are NOT created automatically from any of the social channels
C. Cases can be created automatically depending on which social channel is used
D. Cases are created automatically from all of the social channels
Selected Answer: C
Question #: 175
Topic #: 1
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
A. Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)
B. Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)
C. Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)
D. Activation of the Customer Service plugin (com.sn_customerservice)
Selected Answer: B
Question #: 176
Topic #: 1
New case tasks use the following prefix:
A. CSMTASK prefix
B. CASETASK prefix
C. CSTASK prefix
D. No specific task prefix just existing TASK prefix
Selected Answer: C
Question #: 177
Topic #: 1
When are child cases updated from the parent case?
A. Clicking on the Child Sync UI
B. Scheduled Job
C. Automatically upon update of parent
D. When the Sync scheduled job runs
Selected Answer: C
Question #: 178
Topic #: 1
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
A. Special handing notes
B. Lookup and verify
C. Related search
D. Agent assist
Selected Answer: BD
Question #: 179
Topic #: 1
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. Knowledge articles
B. Service catalog
C. Communities
D. Consumer service portal
E. Customer service portal
Selected Answer: ABC
Question #: 180
Topic #: 1
Entitlements are counted using two types of units:
A. SLAs and contracts
B. Days and assets
C. Cases and products
D. Hours and cases
Selected Answer: D
Question #: 181
Topic #: 1
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
Selected Answer: ABD
Question #: 182
Topic #: 1
What is the primary output from the Requirements Gathering workshop?
A. Schedules
B. Use Cases
C. Stories
D. Personas
Selected Answer: C
Question #: 183
Topic #: 1
What is a limitation regarding synchronization between a case and its associated work order?
A. If information changes on the Case form it is not updated on the Work Order form
B. Updates on a case or work order will only synchronize after the work order is approved
C. When creating a work order from a case only the Account field on the work order form is filed in but not the Company field
D. The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized
Selected Answer: A
Question #: 184
Topic #: 1
Which roles can propose a case as a Major Case candidate? (Choose three.)
A. Proxy contact (sn_customerservice.proxy_contact)
B. Customer case manager (sn_customerservice.customer_case_manager)
C. Customer service manager (sn_customerservice_manager)
D. Customer service agent (sn_customerservice_agent)
E. Major issue manager (sn_majorissue_mgt.major_issue_manager)
Selected Answer: CDE
Question #: 185
Topic #: 1
Which of the following is a required field in the Resolution Information tad in order to close a case?
A. Cause
B. Closed
C. Resolution notes
D. Closed by
Selected Answer: C
