ServiceNow cis-csm practice test

Certified Implementation Specialist - Customer Service Management Exam


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]
Answer:

E

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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
Answer:

B

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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
Answer:

C

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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
Answer:

C

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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]
Answer:

C

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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
Answer:

B, C, D

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Question 7

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

  • A. True
  • B. False
Answer:

A

Reference:
https://docs.servicenow.com/bundle/london-customer-service-management/page/product/customer-service-management/task/view-csm-executive-dashboard.html

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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
Answer:

A, D

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Question 9

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

  • A. True
  • B. False
Answer:

A

Reference:
https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_RolesInstalledWithCustomerService.html

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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
Answer:

A

Reference:
https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html

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