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Understanding functional and technical aspects of ServiceNow Certified CIS CSM
The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:
- Implementation solutions that work in conjunction with baseline application functionality
- Implementation approaches to meet requirements that preserve upgradability, scalability, and maintainability
Understanding functional and technical aspects of ServiceNow Certified CIS CSM
The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:
- Selection of appropriate features and functions to meet business requirements
- Key Performance Indicators and Benchmarks
- Value proposition
NEW QUESTION 25
Which of the following is a condition for matching rules?
- A. Switching
- B. Agent domain
- C. Specific case attributes
- D. Assignment
Answer: D
NEW QUESTION 26
Which of the following are best practice with regard to data imports? (Choose two.)
- A. Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.
- B. When importing to multiple instances import to each instance separately.
- C. Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.
- D. Images embedded in Knowledge Articles should be uploaded separately
Answer: B,D
NEW QUESTION 27
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A. Case State
- B. Case Prioritization
- C. Case Categorization
- D. Case Escalation
Answer: B,C
Explanation:
Explanation
NEW QUESTION 28
Agents and managers cannot create knowledge articles from Community questions.
- A. False
- B. True
Answer: A
Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/task/create-knowledge-article.html
NEW QUESTION 29
Information about a customer's service contract is found in Knowledge.
- A. False
- B. True
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION 30
Entitlements specify the level of service provided to customers.
- A. True
- B. False
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION 31
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. True
- B. False
Answer: A
NEW QUESTION 32
In the Customer Service Management space, what does the term asset management mean?
- A. A set of business activities and processes used to track assets
- B. Tracking products or services customers are using
- C. Financial, contractual and inventory information of assets
- D. Tables in the Asset application
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/asset- management/concept/c_AssetManagement.html
NEW QUESTION 33
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer's Twitter profile details?
- A. Consumer
- B. Personnel File
- C. Account
- D. Not supported
- E. Social Profile
Answer: E
NEW QUESTION 34
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. The plugin 'com.snc.csm_time_recording' needs to be activated
- B. Nothing, it is a standard field
- C. The value property on the form must be set to true and the field added to the case form
- D. The value property on the form must be set to true
Answer: D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html
NEW QUESTION 35
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 36
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- A. Have a clear understanding of the use cases
- B. Provide consistent service to customers
- C. Define the number of hours needed to develop the associated requirements
- D. Define the Business Pain Points
- E. Implementation is only as good as the underlying process
Answer: A,C,D,E
NEW QUESTION 37
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice_agent
- B. sn_customerservice.consumer_agent
- C. admin
- D. sn_customerservice_manager
Answer: A
NEW QUESTION 38
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
- A. Misconfigured
- B. Selecting all the groups
- C. Missing configuration
- D. Selecting none of the groups
Answer: B
NEW QUESTION 39
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation
NEW QUESTION 40
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Open An Incident
- B. Service Catalog
- C. Community
- D. Knowledge Base
Answer: B,C,D
Explanation:
Explanation
NEW QUESTION 41
Articles can provide the following: (Choose three.)
- A. Information about customer's service contract
- B. Document current and known issues
- C. Provide answers and responses to common issues or questions
- D. Share product information
Answer: B,C,D
NEW QUESTION 42
What are the Forum User Types? (Choose three.)
- A. Registered
- B. Custom
- C. Admin
- D. Public
- E. Moderator
Answer: A,D,E
Explanation:
Explanation
NEW QUESTION 43
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Sample Questions
Sample Item - Incident Management:
If a parent Incident is updated to reflect a new Assignment Group, Work Notes, and related Problem, which corresponding fields are updated on the child Incident(s)?
- Work Notes
- No updates are made to child Incidents
- Assignment Group, Work Notes, and related Problem
- Assignment Group and Work Notes
Sample Item - Problem Management:
When creating a problem record from an incident record, which element defines the field mapping between the two?
- ProblemUtils script include
- ProblemV2Util script include
- Create Problem UI action
- Problem created from system property (com.sn-problem.create_from_incident.attributes)
Sample Item - Change and Release Management:
Conflict detection in change management can identify conflicts from which of the following reasons?
- The changes schedule does not give appropriate lead time
- The CI is not in the maintenance window
- The change scheduled is outside of business hours
- The change schedule is during blackout periods
- Existing scheduled changes to the CI
Sample Item - Knowledge Management:
Each time a knowledge article is viewed, a record with the user identity and whether the articles was attached to a task, is added to which table?
- Knowledge Use [kb_use]
- Knowledge [kb_knowledge]
- Knowledge Feedback [kb_feedback]
- Knowledge Search Log [ts_query_kb]
Sample Item - Service Catalog / Request Management:
Which one of the following is proper syntax for accessing values of variables from a Record Producer script field?
- current.variable_name
- producer.variable_name
- g_form.getReference(‘variable_name')
- g_form.getVariable(‘variable_name')
Sample Item - Configuration Management Database (CMDB):
Which field on a Configuration Item (CI) may be used to route Incidents to the appropriate group to quickly resolve Incidents related to the CI?
- Managed By
- Assignment Group
- Support Group
- Change Control
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