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

Question 1

Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?

A. In-form Analytics Most Voted

B. Service Analytics

C. Case Spotlight

D. CSM Prediction Results

Correct Answer: A

Question 2

What is KCS (Knowledge Centered Services)?

A. A documented methodology to provide a set of best practices for creating and maintaining knowledge Most Voted

B. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

C. An application that helps agents and managers to create cases from Knowledge articles

D. A dashboard with specific visualization of the different knowledge bases and categories

Correct Answer: A

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 3

When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?

A. Allows access to knowledge articles that are related to products owned by a customer

B. Allows access to knowledge articles that are related to entitlements owned by a customer

C. Allows access to knowledge articles based on customer's security access

D. Allows access to multi-product line knowledge articles

Correct Answer: A

Question 4

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

A. Case (sn_customerservice_case)

B. Case Task (sn_customerservice_case_task)

C. Task (task)

D. Case Type (sn_case_type)

Correct Answer: A

Question 5

How are ServiceNow's out-of-the-box Customer Service Management applications packaged? (Choose two.)

A. Through private scopes

B. Store Apps

C. Plugins

D. Update Sets

Correct Answer: B,C

Question 6

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

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

B. Monitor related operational services and configuration items that affect service health

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

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

Correct Answer: A,C

Question 7

Which of the following roles can update a consumer's record? (Choose two.)

A. Customer (sn_customerservice.customer)

B. Customer Service Manager (sn_customerservice_manager)

C. Customer Service Agent (sn_customerservice_agent)

D. Consumer Support Agent {sn_customerservice.consumer_agent)

Correct Answer: A,D

Question 8

Which knowledge records can be configured with User Criteria?

A. Knowledge Base

B. Knowledge Base, Category and Article

C. Knowledge Base and Category

D. Knowledge Base and Article

Correct Answer: D

Question 9

Which service catalogs are available in the base instance customer portals?
Choose 2 answers

A. Product Service

B. Consumer Service

C. Customer Service

D. Partner Service

Correct Answer: B,C

Question 10

Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

A. False

B. True

Correct Answer: A

Question 11

Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types?
Choose 3 answers

A. Account team responsibility

B. Product expertise

C. Skill seniority

D. Related task

E. Historical

Correct Answer: A,D,E

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 12

The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?

A. It can lead to taster resolution of customer issues and faster response to customer inquiries Most Voted

B. It is easier to report on data in emails which means managers would be better placed to track performance

C. It would guarantee less wait time for customers who chose to call the customer service center

D. As email is being used fewer agents would be required to create cases so service costs would go down

Correct Answer: A

Question 13

After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

A. Customer Service Daily Data Collection

B. Customer Service Case Data Collection

C. Customer Service Initial Data Collection

D. Customer Service Historic Data Collection

Correct Answer: D

Welcome to TestSimulate

ServiceNow Certified Implementation Specialist - Customer Service Management (CIS-CSM) Free Practice Test