ServiceNow CIS-CSM Exam Questions Free Practice Test

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Questions # 31:

When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

Options:

Social Channels

Social Profiles

Social Logs

Work notes

Additional comments

Expert Solution

Questions # 32:

From which one of the following can an agent create a CSM Case:

Options:

Human Resource Application

Incident Management

Chat

Special Handling Note

Expert Solution

Questions # 33:

What role does the Engagement Manager play before the Workshop? (Choose two.)

Options:

Project Manager

Acts as intermediary

Provides answers to technical problems

Assists with technical requirements

Expert Solution

Questions # 34:

What are the recommended good practices when running implementation workshops?

Choose 3 answers

Options:

Guide the customer toward industry best practices

Enforce customers to adapt their processes towards the baseline processes

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

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

Engage with customers to gain deep understanding of their organization

Expert Solution

Questions # 35:

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

Options:

The ability for end users to decline survey assignments

Number of survey reminder notifications

Trigger conditions Most Voted

Anonymize responses

Expert Solution

Questions # 36:

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

Options:

Agent resources best suited to work on a case

Specific routing rules

Filters set up in advanced work assignment

Specific case attributes

Expert Solution

Questions # 37:

Special Handling Notes can apply to which one of the following based on specific attributes?

Options:

Domain

Contact

Holiday

VIP

Expert Solution

Questions # 38:

Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)

Options:

Close an upsell of related products and services not yet purchased by a customer Most Voted

See the detailed configurations of the products and services deployed for a customer to determine the action needed Most Voted

Trace Information provided in a case to the right product or service to which it relates

Monitor related operational services and configuration items that affect service health

Expert Solution

Questions # 39:

What is the most efficient way to get cases to be dosed automatically after a few days?

Options:

Set the property glide.auto.close.cases resolved to true

Create a workflow associated with cases with a timer that changes the state after a few days

Create a Scheduled job that looks at the resolved_at date

Activate the Auto Close Resolved Cases flow

Expert Solution

Questions # 40:

Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

Options:

The contract and entitlements of an asset dictate whether or not it is stored in the CMDB

The CMDB only tracks CIs, assets cannot be CIs

While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs

The CMDB tracks all assets as configuration items (CIs)

Expert Solution

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