ServiceNow CIS-CSM Exam Practice Test Instant Access

Question 1

Which of the following options can a survey administrator define on an individual survey? (Choose two.)

AThe ability for end users to decline survey assignments

BNumber of survey reminder notifications

CTrigger conditions Most Voted

DAnonymize responses

Answer : C, D

Question 2

When creating or importing assets for CSM, model categories are used to: (Choose three.)

ADefine whether a Configuration Item (CI) is created when an Asset record is created or vice versa Most Voted

BGroup assets together Most Voted

CBuild a classification structure for product models

DModel the configuration options for each product model being sold to customers

EDefine a link between Asset classes and Configuration Item (CI) classes

Answer : A, B, E

Question 3

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?

ACustomer case manager (sn_customerservice.customer_case_manager)

BCustomer account manager (sn_customerservice.customer_account_manager)

CCustomer admin (sn_customerservice.customer_admln) Most Voted

DCustomer (sn_customerservice.customer)

Answer : C

Question 4

What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)

AReduces agent workload

BReduces monthly case volume

CWork orders can be created from a case Most Voted

DCustomer can access work order details and tasks created for their case

Answer : C, D

Question 5

Which of the following statements is correct regarding product models in CSM?

AProducts models can only contain digital (logical) items

BProduct models can contain either physical items or digital (logical) items but not both in the same model

CProduct models can only contain physical items

DProduct models can contain both physical items and digital (logical) items in the same mode

Answer : D

Question 6

Which of the following is a required field in the Resolution Information tad in order to close a case?

ACause

BClosed

CResolution notes

DClosed by

Answer : C

Question 7

When working with communication channels, what inbound email flows are available by default? (Choose two.)

ACreate case for product

BCreate case for asset

CUpdate case from forward email

DCreate case from email

EUpdate case using reply

Answer : D, E

ServiceNow Certified Implementation Specialist - Customer Service Management Exam Practice Test