CIS-CSM Online Practice Questions and Answers

How many outbound email accounts are supported in Customer Service Management?

A. One

B. Unlimited

C. Two

D. One per business service

What is a supported external customer that, in turn, sells to and supports one or more customers?

A. Partner

B. Account

C. Contact

D. Consumer

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 based on customer's security access

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

C. Allows access to multi-product line knowledge articles

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

In Agent Workspace Chat, Agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

A. Rejects an incoming chat and moves it automatically to the "General" queue

B. Routes the chat towards another group

C. Uses response templates to insert as text in a conversation

D. Rolls up the current chat history towards an existing case

The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data. What is this feature?

A. CSM Query Rules

B. Data Policies

C. Filtered Lists

D. Access Types

What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?

A. Consumer (sn_customservice.consumer)

B. Customer (sn_suctomservice.customer)

C. External (snc_external)

D. Proxy Contact (sn_customservice.proxy_contact)

Which roles are considered external? (Choose two.)

A. Consumer Support Agent (sn_customerservice.consumer_agent)

B. Customer Admin (sn_customerservice.customer_admin)

C. Partner Admin (sn_customerservice.partner_admin)

D. Customer Service Agent (sn_customerservice_agent)

Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades. How many sequential project phases and exit gates are there in the Now Create Methodology?

A. Three

B. Five

C. Four

D. Six

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

A. Human Resource Application

B. Incident Management

C. Chat

D. Special Handling Note

What does NLU stand for?

A. Natural-Learning Userability

B. Natural-Language Understanding

C. Natural-Learning URL

D. Natural-Language URL

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

A. Service Analytics

B. In-form Analytics

C. Case Spotlight

D. CSM Prediction Results

Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

A. Set the Agent Experience (What agents see in their Workspace inbox)

B. Define Assignment Rules (How to assign work items)

C. Define Work Item Queues (Where to route)

D. Configure Service Channels (What to route)

Which of the following are correct for parent/child synchronization? (Choose two.)

A. Multiple child cases can be managed from a parent case as in Major Issue Management

B. The Administrator can choose which fields to synchronize from parent to child cases

C. Parent to child cases can be synchronized regardless of which state the case is in

D. The property to synchronize parent to child cases is automatically enabled

When are child cases updated from the parent case?

A. Clicking on the Child Sync UI

B. Scheduled Job

C. Automatically upon update of parent

D. When the Sync scheduled job runs

A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)

A. Can Read user criteria

B. Whitelist all other groups from the Knowledge Base

C. Hide the Knowledge Base from the Knowledge Base Portal

D. Cannot Contribute user criteria