ServiceNow CIS-CSM Exam Practice Test Instant Access

Question 1

What are the ways the Customer Portal Locale feature can be used?

Choose 2 answers

AEnsure only authenticated users can choose a language/locale on a customer service portal

BForward authenticated and guest users to a translated customer service portal

CRestrict access to a customer service portal based on where a user is physically located

DAllow authenticated and guest users to choose a language/locale on a customer service portal

Answer : B, C

Question 2

Which table does the Account (customer_account) table extend?

ACompany (core company)

BBusiness Location (sn_csm_business_location)

CService Organization (sn_customer_service_organization)

DCustomer (sn_customer_service__customer)

Answer : A

Question 3

What are the recommended good practices when running implementation workshops?

Choose 3 answers

AGuide the customer toward industry best practices

BEnforce customers to adapt their processes towards the baseline processes

CGive the customers the data they need so they can make an informed decision

DAny financial implication of a decision should be handled by the delivery and sales team

EEngage with customers to gain deep understanding of their organization

Answer : A, C, E

Question 4

Which entity represents specific versions of products being sold to and supported for customers?

APortfolio Products

BProduct Categories

CProduct Models

DSold Products

Answer : C

Question 5

Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?

AClose Cases in Resolved state

BAuto Close Resolved Cases Most Voted

CResolved to Close State

DMove Resolved Cases to Closed

Answer : B

Question 6

Benefits of Proactive Customer Service Operations include: (Choose two.)

AReduced inbound calls from customers Most Voted

BReduction in staff turnover

CMajor cases can be eliminated as there will be no Impact to customers

DReduced Mean Time To Resolve (MTTR) Most Voted

EGuaranteed increase in customer satisfaction

Answer : A, D

Question 7

By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)

AAssets Most Voted

BPublications Most Voted

CProducts Most Voted

DContacts

EContracts

Answer : A, B, C

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