ServiceNow CIS-CSM Exam Practice Test Instant Access

Question 1

A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?

ANew > Work in Progress > On Hold > Work in Progress > Resolved > Closed

BOpen > Pending > Work in Progress > Resolved > Closed

CNew > Open > Work in Progress > Solution Proposed > Closed

DNew > Open > Awaiting Info > Open > Resolved > Closed

Answer : D

https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseStates.html

Question 2

Predictive Intelligence improves Case management by:

APredicting what values should have gone into empty fields in historical records

BReducing the number of records needed to accurately predict a value

CReplacing legacy routing rules

DPredicting Case values without manual intervention

Answer : D

Question 3

What is the purpose of a Catalog Item variable?

AAllows the customer to ask a question

BProvides hint to the user on the field

COpens a chat session with customer support

DAllows the customer or consumer to qualify their answer

Answer : D

Question 4

Which one is NOT a dependency for the Customer Service Plugin?

ATask Activities

BSkills Management

COpenframe

DCommunities

Answer : D

Question 5

What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?

AWeb

BCatalog

CPortal

DVirtual Agent

Answer : A

Question 6

What attribute/field is employed to construct the hierarchy of Install Base Items in a system?

AParent Install Base Item

BConfigurable Attributes

CRoot Install Base Item

DChild Install Base Item

Answer : A

Question 7

Which table must be extended when creating a new case type?

ACase (sn_customerservice_case)

BCase Task (sn_customerservice_case_task)

CTask (task)

DCase Type (sn_case_type)

Answer : A

ServiceNow Certified Implementation Specialist - Customer Service Management CIS-CSM Exam Practice Test