ServiceNow CIS-CSM Exam Practice Test Instant Access

Question 1

Who can create a customer service case from a community discussion? (Choose two.)

ACustomer service agent (sn_customerservice_agent)

BProxy case creator (sn_customerservice.proxy_case_creator)

CPartner (sn_customerservice.partner)

DCase Viewer (sn_customerservice.case_viewer)

Answer : A, B

Question 2

Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?

AIndividuals

BPartners

CContacts

DAccounts

Answer : A

Question 3

Articles can provide the following: (Choose three.)

ADocument current and known issues

BProvide answers and responses to common issues or questions

CInformation about customer's service contract

DShare product information

Answer : A, B, D

Question 4

In the Customer Service Management space, what does the term asset management mean?

AFinancial, contractual and inventory information of assets

BA set of business activities and processes used to track assets

CTables in the Asset application

DTracking products or services customers are using

Answer : A

Question 5

Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?

AThe major case candidate is closed and a new major case is created

BThe major case candidate becomes the major case

CThe major case candidate requires an approval from the major issue manager

DA new major case is created and the major case candidate Is added as a child to the major case

Answer : D

https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/major-candidate-child-case-types.html

Question 6

What are the three main components that make up Proactive Customer Service Operations?

Choose 3 answers

Aproactive Case

BService-Aware Install Base

CService-Aware CMDB

DProactive Prevention

EService Reporting

FService Monitoring

Answer : A, B, E

Question 7

Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.

Options are :

Asn_shn.max_num_alerts

Bsn_shn.note_preferences

Csn_shn.popup_width

Answer : C

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