CIS-CSM practice test

1. Question 1 · 1

   Agents and managers cannot create knowledge articles from Community questions.

   Choose true or false.

   • True
   • False

2. Question 2 · 1

   Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

   Choose all answers that apply.

   • Case Escalation
   • Case State
   • Case Categorization
   • Case Prioritization

3. Question 3 · 1

   Which of the following child case states would cause parent - child case synchronization to fail? (Choose three.)

   Choose all answers that apply.

   • Resolved
   • In Progress
   • Awaiting Info
   • New
   • Closed
   • Cancelled

4. Question 4 · 1

   External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. Which of the following can they approve in relation to cases via the portals?

   Choose one answer.

   • Request Records and Escalations
   • Change Records and Request Records
   • Problem Records and Escalations
   • Problem Records and Incident Records

5. Question 5 · 1

   Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)

   Choose all answers that apply.

   • Case playbook for Onboarding
   • Case playbook for Services
   • Case playbook for Product Support
   • Case playbook for Complaints
   • Case playbook for Billing

6. Question 6 · 1

   Based on which out-of-box attributes can Special handling Notes be applied to cases? (Choose three.)

   Choose all answers that apply.

   • Service Contract
   • Install Base Item
   • Product
   • Account
   • Contact

7. Question 7 · 1

   As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?

   Choose one answer.

   • Document the knowledge gap in the case work notes and escalate the case
   • Post a question in one of the various Customer Service Management knowledge bases
   • Use Related Links on the case form to report a knowledge gap
   • Use the Create Knowledge button on the case form to report a knowledge gap

8. Question 8 · 1

   What feature does the Product Model and Catalog Items Relationship plugin enable?

   Choose one answer.

   • Agents are automatically proposed catalog items related to the chosen product on the case form
   • Consumers can track what products they have purchased via the catalog
   • It provides a contextual service catalog based on the customer’s subscribed services
   • Customer service managers can track the financial cost of customer’s subscribed services and the related requests

9. Question 9 · 1

   What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

   Choose one answer.

   • The case escalates to an assignment group as defined in the default escalation template
   • The case work notes are updated automatically
   • The case action status changes to Related Task Updated
   • The case displays a special handling note highlighting the update

10. Question 10 · 1

    Application Scoping from a security perspective brings the following benefits: (Choose two.)

    Choose all answers that apply.

    • Improves instance security by limiting access to other applications on the instance
    • Scoped applications prevent versioning for complex instances
    • Scoping hold the records and acts as a container for the desired CSM applications
    • Scoped applications limits autonomy and control of all aspects of the CSM application

11. Question 11 · 1

    How can multiple service catalogs be made available on the Customer Service Portal?

    Choose one answer.

    • Include them in the list of service catalogs on the Customer Service Portal record
    • Add them to the list of service catalogs in the Customer Service Portal header widget options
    • Only the Customer Service service catalog can be used on the Customer Service Portal
    • Create user criteria for each of the applicable service catalogs

12. Question 12 · 1

    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?

    Choose one answer.

    • Three
    • Five
    • Four
    • Six

13. Question 13 · 1

    Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

    Choose all answers that apply.

    • Apply Role by Customer
    • Auto Assessment
    • Change Update to Close
    • Update Case Entitlement

14. Question 14 · 1

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

    Choose one answer.

    • Human Resource Application
    • Incident Management
    • Chat
    • Special Handling Note

15. Question 15 · 1

    Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?

    Choose one answer.

    • The major case candidate becomes a major case
    • A new major case is created and the major case candidate is added as a child to the major case
    • The major case candidate requires an approval from the major issue manager
    • The major case candidate is closed and a new major case is created

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