ServiceNow cis-csm practice test

Question 1

________________ is a role for managing all of the cases in an account and any related child
accounts.
Options are :

• A. Partner administrator [sn_customerservice.partner_admin]
• B. Consumer [sn_customerservice.consumer]
• C. Customer [sn_customerservice.customer]
• D. Partner [sn_customerservice.partner]
• E. Customer case manager [sn_customerservice.customer_case_manager]
• F. Customer administrator [sn_customerservice.customer_admin]

Question 2

True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent
Workspace.
Options are :

• A. False
• B. True

Question 3

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the
Customer Service Management plugin?
Options are :

• A. Maybe
• B. No
• C. Yes
• D. I don't know

Question 4

Special handling notes property: Width of the Special Handling Notes pop-up window in pixels,
default 500 px.
Options are :

• A. sn_shn.max_num_alerts
• B. sn_shn.note_preferences
• C. sn_shn.popup_width

Question 5

_____________________ is a role for agents who assists consumers with questions, issues, and
problems. This user creates, views, and edits cases and works with consumers to resolve cases.
Typically supports a specific set of products across one or more communication channels. An agent
can belong to one or more agent groups.
Options are :

• A. Partner [sn_customerservice.partner]
• B. Agent [sn_customerservice_agent]
• C. Consumer Agent [sn_customerservice.consumer_agent]
• D. Agent manager [sn_customerservice_manager]
• E. Customer case manager [sn_customerservice.customer_case_manager]
• F. Customer administrator [sn_customerservice.customer_admin]

Question 6

Configure chat for Agent Workspace so that agents can interact with their customers. From a chat,
agents can:
Options are :

• A. Escalate the chat to virtual agent
• B. Create a record, such as an incident or a case
• C. Escalate the chat to another agent
• D. Respond to questions

Question 7

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

• A. True
• B. False

Question 8

Which of the following are best practice with regard to data imports? (Choose two.)

• A. When importing to multiple instances import to each instance separately.
• B. Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.
• C. Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.
• D. Images embedded in Knowledge Articles should be uploaded separately

Question 9

Partner admin contacts have access to the data of both their partner accounts and customer
accounts.

• A. True
• B. False

Question 10

From a service providers perspective, is the following a product or an asset?
A cable modem model that the service provider sells.

• A. Product
• B. Asset

Question 11

What criteria can be used to determine when a new inbound case should be opened?

• A. When a new customer is created
• B. When an internal problem occurs
• C. When a customer has a question or issue to resolve
• D. When we have new marketing material for a customer

Question 12

If the CSM Demo Data Plugin has been installed what are two options either of which will prepare
that instance
to be used as part of the release path to production? (Choose two.)

• A. Zboot the instance
• B. Disable the Case Interceptor
• C. Remove the Demo Data via a HI Request
• D. Clone back to this instance from a valid instance

Question 13

Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines
the outage is local to the customer and scheduled a technician to Marys house.

• A. B2C
• B. B2B

Question 14

The ServiceNow Communities feature is only available for customers with ServiceNow Customer
Services Management licenses.

• A. True
• B. False

Question 15

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Match the business rule to its function in the Self-Service Portal.
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