Share Latest Dec-2024 CIS-CSMTest Practice Test Questions, Exam Dumps
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Understanding functional and technical aspects of ServiceNow Certified CIS CSM
The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:
- Basic and advanced operations performed by users and the system
- Basic and advanced features in baseline installation of the current release
- Functionality and features added or changed in the current release
- State model and default process flow
NEW QUESTION # 80
If only one user reports a content for moderation, the content will be hidden.
- A. True
- B. False
Answer: B
Explanation:
Reference:
customer-communities/task/approve-reject-content.html
NEW QUESTION # 81
What are common types of application record data that are imported during a CSM data migration?
(Choose two.)
- A. Accounts
- B. Chat
- C. Case
- D. Knowledge Article
Answer: A,C
NEW QUESTION # 82
Agents and managers cannot create knowledge articles from Community questions.
- A. True
- B. False
Answer: B
Explanation:
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 # 83
What are the advantages of leading indicators over lagging indicators? (Choose two.)
- A. Hard to influence
- B. Retrospective
- C. Easy to influence
- D. Prospective Most Voted
Answer: C,D
NEW QUESTION # 84
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
- A. Related search
- B. Lookup and verify
- C. Special handing notes
- D. Agent assist
Answer: B,D
NEW QUESTION # 85
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 admin (sn_customerservice.customer_admin)
- B. Customer Service Manager (sn_customerservice_manager)
- C. System administrator (admin)
- D. Service organization administrator (sn_customerservice.service_organization_admin)
Answer: B
NEW QUESTION # 86
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 # 87
What do blue circles in the timeline of a case form represent?
- A. Comment
- B. Activity
- C. State
- D. Note
Answer: C
Explanation:
Reference:
customer-service-management/reference/r_CustomerServiceCaseTimeline.html
NEW QUESTION # 88
New case tasks use the following prefix:
- A. CASETASK prefix
- B. No specific task prefix just existing TASK prefix
- C. CSMTASK prefix
- D. CSTASK prefix
Answer: D
NEW QUESTION # 89
Which knowledge records can be configured with User Criteria?
- A. Knowledge Base, Category and Article
- B. Knowledge Base and Category
- C. Knowledge Base and Article
- D. Knowledge Base
Answer: C
NEW QUESTION # 90
What benefits does scoping an application bring? (Choose three.)
- A. CSM teams can move at their desired pace, independent of IT
- B. Account records can be changed only while in the CSM scope
- C. CSM application data and business logic is protected from changes by other applications
- D. Changes in different scopes can be addressed in a single update set
- E. Provides CSM teams autonomy and control
Answer: A,C,E
NEW QUESTION # 91
What is KCS (Knowledge Centered Services)?
- A. A dashboard with specific visualization of the different knowledge bases and categories
- B. An application that helps agents and managers to create cases from Knowledge articles
- C. A documented methodology to provide a set of best practices for creating and maintaining knowledge Most Voted
- D. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
Answer: C
Explanation:
https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/product/knowledge-management/concept/knowledge-centred-configuration.html#:~:text=Knowledge%2DCentered%20Service%20(KCS),KCS%20(V6)%20verified%20product.
NEW QUESTION # 92
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 create and update contacts for their partner accounts
- B. Can view assets belonging to their partner accounts
- C. Can resolve cases reported by their partner accounts
- D. Can create, view, and edit cases for their partner accounts
Answer: B
NEW QUESTION # 93
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. Accounts
- C. Partners
- D. Contacts
Answer: A
NEW QUESTION # 94
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
- A. Accounts
- B. Chat
- C. Case
- D. Knowledge Article
Answer: A,D
NEW QUESTION # 95
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 monthly case volume
- C. Reduces agent workload
- D. Customer can access work order details and tasks created for their case
Answer: A,D
NEW QUESTION # 96
What are the different resource matching methods on the Matching Rule form?
Choose 3 answers
- A. Skill
- B. Simple
- C. History
- D. Selection Criteria
- E. Scripted
Answer: B,D,E
NEW QUESTION # 97
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
- A. Web-configurable
- B. WebDAV-versioned
- C. Web-based
- D. webDAV-compilant
Answer: D
NEW QUESTION # 98
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. Remove the Demo Data via a HI Request
- C. Disable the Case Interceptor
- D. Clone back to this instance from a valid instance
Answer: B,D
Explanation:
https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/use-consumer-service-portal.html
NEW QUESTION # 99
What does viewing a customer's install base enable customer service agents to do? (Choose two.)
- A. See the detailed configurations of the products and services deployed for a customer to determine me action needed
- B. Monitor alerts for operational services and configuration items that affect service health
- C. Trace information provided m a case to the right product or service to which it relates
- D. Close an upsell of related products and services not yet purchased by a customer
Answer: A,C
NEW QUESTION # 100
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