Valid CIS-CSM Test Answers & ServiceNow CIS-CSM Exam PDF
ServiceNow CIS-CSM Certification Real 2023 Mock Exam
NEW QUESTION # 32
Major Issue Management uses which one of the following capabilities?
- A. Targeted Communications
- B. Asset management
- C. Record producers
- D. Governance Risk and Control
Answer: A
NEW QUESTION # 33
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation
NEW QUESTION # 34
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. True
- B. False
Answer: A
NEW QUESTION # 35
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Chat
- B. Social
- C. Web
- D. Email
Answer: C,D
Explanation:
Reference:
customer-service-management/concept/c_CustomerPortalOverview.html
NEW QUESTION # 36
During which Now Create stage are workshops conducted?
- A. Execute
- B. Plan
- C. Close
- D. Initiate
- E. Deliver
Answer: B
NEW QUESTION # 37
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
Answer: B
NEW QUESTION # 38
How many outbound email accounts are supported in Customer Service Management?
- A. One per business service
- B. One
- C. Two
- D. Unlimited
Answer: B
NEW QUESTION # 39
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice_manager
- B. sn_customerservice_agent
- C. sn_customerservice.consumer_agent
- D. admin
Answer: B
Explanation:
Explanation
NEW QUESTION # 40
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
- A. sn_shn.popup_width
- B. sn_shn.max_num_alerts
- C. sn_shn.note_preferences
Answer: A
NEW QUESTION # 41
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
Answer: A
NEW QUESTION # 42
Which of the following is a condition for matching rules?
- A. Agent domain
- B. Assignment
- C. Specific case attributes
- D. Switching
Answer: B
NEW QUESTION # 43
Agents and managers cannot create knowledge articles from Community questions.
- A. False
- B. True
Answer: A
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.
NEW QUESTION # 44
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. The imported article will have the same category it had in the source knowledge base
- B. Only applications that allow WebDAV connections can be integrated
- C. SharePoint blocks this integration
- D. Imported external articles appear as attachments in ServiceNow
Answer: A,B
NEW QUESTION # 45
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
- A. CSM User (csm_user)
- B. Consumer User (csm_consumer-user)
- C. Consumer (csm_consumer)
- D. Contact (customer_contact)
Answer: B,C
NEW QUESTION # 46
If only one user reports a content for moderation, the content will be hidden.
- A. False
- B. True
Answer: A
Explanation:
Explanation
NEW QUESTION # 47
What should be part of the pre-engagement collateral?
- A. Scoping Guide
- B. Stock Keeping Unit (SKU) and pricing sheet
- C. Customer Service roles template
- D. Frequently Asked Questions (FAQ)
Answer: C
Explanation:
Explanation
NEW QUESTION # 48
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
- A. The role then becomes a child responsibility
- B. The role then becomes a parent responsibility
- C. Prevent the same role being used on different customer accounts
- D. Ensure there is a dedicated account manager for that account
Answer: A
NEW QUESTION # 49
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. Disable the Case Interceptor
- B. Remove the Demo Data via a HI Request
- C. Zboot the instance
- D. Clone back to this instance from a valid instance
Answer: B,D
NEW QUESTION # 50
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
- A. Chat
- B. Knowledge Article
- C. Accounts
- D. Case
Answer: C,D
NEW QUESTION # 51
What is required to synchronize fields from a parent to a child case(s)?
- A. The role of sn_customerservice.customer_case_manager must be assigned
- 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 advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/config-major-case-synchronization.html
NEW QUESTION # 52
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