CIS-CSM Online Practice Questions and Answers

From what places in SN can an agent create a case? (Choose three.)

A. Customer Service Application

B. Contact

C. Account

D. Chat

What are features of Customer Service Management? (Choose four.)

A. Timed Audits

B. Service Entitlements

C. Demand Management

D. Service Prospecting

E. Real-time SLAs

F. Service Contracts

G. Skills-based routing

In Advanced Work Assignment, what does the overflow assignment capability do, if defined?

A. When one support group reaches capacity the work item is automatically routed to another group

B. Uses matching and assignment rules to send work items to the agent with the highest availability

C. Routes cases to different groups based on their skill set and availability

D. Uses matching and assignment rules to send work items to the agent with the most capacity

What is the specific type of catalog item called that allows users to create task-based records, such as case records, from the Service Catalog?

A. Request Item

B. Record Producer

C. Catalog Processor

D. Case Template

Regarding Account Teams, what is the purpose of marking a role as 'unique'?

A. The role then becomes a child responsibility

B. Ensure there is a dedicated account manager for that account

C. The role then becomes a parent responsibility

D. Prevent the same role being used on different customer accounts

What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

A. Service Monitoring

B. Service Reporting

C. Service-Aware CMDB

D. Service-Aware Install Base

E. Proactive Case

F. Proactive Prevention

Which of the following is a required field in the Resolution Information tab in order to close a case?

A. Cause

B. Closed

C. Resolution notes

D. Closed by

What will be the state of a case after a customer rejects the solution proposed by an agent?

A. In Progress

B. Open

C. New

D. Solution Rejected

What are benefits of the Conversation History feature? (Choose two.)

A. Shorter calls for agents by reducing the time to search for information

B. A customized admin chat toolbar with emojis for agents to use in chat messages

C. Improved customer satisfaction as agents can respond to and resolve customer issues faster

D. Better language management by flagging key words and alerting chat managers when agents use one or more of those words

Which ServiceNow products can be integrated out-of-the-box with CSM? (Choose three.)

A. ITOM Event Management

B. Risk Management

C. Strategic Portfolio Management

D. DevOps

E. Financial Management