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ServiceNow CIS-CSM Exam is a comprehensive exam that requires extensive preparation and study. CIS-CSM exam consists of 60 multiple-choice questions, and candidates have 90 minutes to complete it. The passing score for the exam is 70%, and candidates can retake the exam if they fail to pass it on the first attempt.
NEW QUESTION # 82
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 products owned by a customer
- C. Allows access to knowledge articles that are related to entitlements owned by a customer
- D. Allows access to multi-product line knowledge articles
Answer: B
NEW QUESTION # 83
For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?
- A. snc_internal and sn_customerservice_agent
- B. snc_intemai and snc_external
- C. snc_internal and sn_customerservice.consumer_agent
- D. snc_external and sn_customerservice.customer
Answer: B
NEW QUESTION # 84
Agents and managers cannot create knowledge articles from Community questions.
- A. True
- B. False
Answer: B
Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/task/create-knowledge-article.html
NEW QUESTION # 85
What are the characteristics of Knowledge Categories?
- A. Shareable across KBs: No ; Multi-Level: No
- B. Shareable across KBs: Yes ; Multi-Level: No
- C. Shareable across KBs: No ; Multi-Level: Yes
- D. Shareable across KBs: Yes ; Multi-Level: Yes
Answer: C
NEW QUESTION # 86
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
- A. Customer administrator [sn_customerservice.customer_admin]
- B. Customer case manager [sn_customerservice.customer_case_manager]
- C. Partner administrator [sn_customerservice.partner_admin]
- D. Consumer [sn_customerservice.consumer]
- E. Customer [sn_customerservice.customer]
- F. Partner [sn_customerservice.partner]
Answer: B
NEW QUESTION # 87
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Reference:
https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-servicemanagement/reference/r_BRIWCustomerService.html
NEW QUESTION # 88
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Web
- B. Email
- C. Chat
- D. Social
Answer: B,C
NEW QUESTION # 89
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 on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated
- C. Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates
- D. Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week
Answer: C
NEW QUESTION # 90
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
- A. Misconfigured
- B. Missing configuration
- C. Selecting none of the groups
- D. Selecting all the groups
Answer: D
NEW QUESTION # 91
What is the purpose of a Catalog Item variable?
- A. Provides hint to the user on the field
- B. Opens a chat session with customer support
- C. Allows the customer to ask a question
- D. Allows the customer or consumer to qualify their answer
Answer: D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service- catalog-management/task/t_CreateAVariableForACatalogItem.html
NEW QUESTION # 92
An Account Relationship is based on a defined account relationship type. Users with the System Administrator role can define two types of relationships:
Choose 2 answers
- A. Account-to-customer
- B. Partner-to-account
- C. Customer-to-Consumer
- D. Partner-to-customer
- E. Account-to-account
Answer: B,E
NEW QUESTION # 93
Advanced 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 3 answers
- A. Historical
- B. Related task
- C. Product expertise
- D. Skill seniority
- E. Account team responsibility
Answer: A,B,E
Explanation:
https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/128
NEW QUESTION # 94
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
- A. Work orders can be created from a case Most Voted
- B. Reduces agent workload
- C. Customer can access work order details and tasks created for their case
- D. Reduces monthly case volume
Answer: A,C
NEW QUESTION # 95
What are the Forum User Types? (Choose three.)
- A. Custom
- B. Moderator
- C. Registered
- D. Admin
- E. Public
Answer: B,C,E
NEW QUESTION # 96
What is a household entity?
- A. Group of customers that usually share a common address and use services as a group
- B. Group of consumers that usually share a common address and use services as a group
- C. Group of users that usually share a common address and use services as a group
- D. Group of people that usually share a common address and use services as a group
Answer: A
NEW QUESTION # 97
Information about a customer's service contract is found in Knowledge.
- A. True
- B. False
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION # 98
Who can create a customer service case from a community discussion? (Choose two.)
- A. Proxy case creator (sn_customerservice.proxy_case_creator)
- B. Partner (sn_customerservice.partner)
- C. Customer service agent (sn_customerservice_agent)
- D. Case Viewer (sn_customerservice.case_viewer)
Answer: A,C
NEW QUESTION # 99
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A. Provides answers to technical problems
- B. Assists with technical requirements
- C. Acts as intermediary
- D. Project Manager
Answer: B,D
Explanation:
Explanation/Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI
NEW QUESTION # 100
What are the three out-of-the-box playbooks for CSM?
Choose 3 answers
- A. Case playbook for Accounts
- B. Case playbook for Billing
- C. Case Playbook for product Support
- D. Case playbook for Onboarding
- E. Case playbook for Complaints
Answer: C,D,E
Explanation:
https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/customer-service-case-playbooks.html
NEW QUESTION # 101
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION # 102
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. The value property on the form must be set to true and the field added to the case form
- B. The value property on the form must be set to true
- C. Nothing, it is a standard field
- D. The plugin 'com.snc.csm_time_recording' needs to be activated
Answer: B
NEW QUESTION # 103
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 dat a. What is this feature?
- A. Filtered Lists
- B. Access Types
- C. Data Policies
- D. CSM Query Rules
Answer: D
NEW QUESTION # 104
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