CIS-CSM Online Practice Questions and Answers

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

A. Manage cases on behalf of customer service agents

B. Create cases on behalf of customers

C. Manage requests on behalf of customer service agents

D. Create requests on behalf of customers

E. Manage major incident communication on behalf of a customer service manager

What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?

A. Web

B. Catalog

C. Portal

D. Virtual Agent

Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)

A. Hardware assets

B. Facility assets

C. Configuration assets

D. Software licenses assets

E. Enterprise Software assets

F. Network assets

G. Consumables assets

What is KCS (Knowledge Centered Services)?

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

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

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

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

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)

What are the types of units used to measure entitlements? (Choose two.)

A. Hours

B. Contract

C. Cost

D. Case

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

A. Store Apps

B. Update Sets

C. Through private scopes

D. Plugins

Entitlements are counted using two types of units:

A. SLAs and contracts

B. Days and assets

C. Cases and products

D. Hours and cases

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 Historic Data Collection

B. Customer Service Initial Data Collection

C. Customer Service Daily Data Collection

D. Customer Service Case Data Collection

Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)

A. Create Contact

B. Check Case Status

C. Close Case

D. Get Help with an Order

E. Get Help with an Asset