ServiceNow CIS-CSM Exam Practice Test Instant Access

Question 1

What are the conditions that matching rules are based on? (Choose two.)

AAgent resources best suited to work on a case

BSpecific routing rules

CFilters set up in advanced work assignment

DSpecific case attributes

Answer : A, D

customer-service-management/concept/c_CaseRouting.html

Question 2

What should be part of the pre-engagement collateral?

AFrequently Asked Questions (FAQ)

BScoping Guide

CCustomer Service roles template

DStock Keeping Unit (SKU) and pricing sheet

Answer : C

Question 3

Why would a customer service manager system administrator create want tabs on a dashboard?

AReports must be categorized by role on each dashboard

BTo better organize reports and widgets, and make it easier to share widgets

CReports must be categorized by type on each dashboard

DThere's a finite number of widgets allowed per dashboard

Answer : B

Question 4

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?

Options are :

AMaybe

BNo

CYes

DI don't know

Answer : C

Question 5

When working with case types, what is the lowest level in the case type hierarchy called?

ALeaf-level

BDecision-level

CBase-level

DSub-level

Answer : A

Question 6

Which feature provides easy-to-configure integrations between the Now Platform and third-party Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) tools or platforms?

AWeb Services

BActive Directory

CImport Sets

DIntegration Hub

Answer : D

Question 7

With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?

AAfter 3 days

BAfter 5 days

CAfter 1 day

DAfter 7 days

Answer : B

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