CIS-CSM practice questions 1–10

1. Question 1 · 257 in bank

   Agents and managers cannot create knowledge articles from Community questions.

   • ATrue
   • BFalse

   Show answer

   Answer: A

   Explanation

   I think the correct answer is A. There are special roles that CSM managers don't have out of the box and they are called sn_communities.knowledge_harvester, sn_communities.admin, or sn_communities.moderation_admin https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-communities/task/create-knowledge-from-communities.html

   Source: Adapted from community discussion — abrakadabrek

   References

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

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2. Question 2 · 257 in bank

   Select 2

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

   • ACase Escalation
   • BCase State
   • CCase Categorization
   • DCase Prioritization

   Show answer

   Answer: CD

   Explanation

   ServiceNow Predictive Intelligence can improve case triage quality by eliminating guesswork from these case management decisions: • Case Categorization • Case Assignment • Case Prioritization

   Source: Adapted from community discussion — NokoNice

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3. Question 3 · 257 in bank

   Select 3

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

   • AResolved
   • BIn Progress
   • CAwaiting Info
   • DNew
   • EClosed
   • FCancelled

   Show answer

   Answer: AEF

   Explanation

   Explanation: "Customize the logic for parent-child case synchronization based on the state of the child case. By default, if the child case is in the Resolved, Closed, or Cancelled state, there is no sync from the parent case." source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/extension-points-customer-service.html

   Source: Adapted from community discussion — sephereth

   References

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

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4. Question 4 · 257 in bank

   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?

   • ARequest Records and Escalations
   • BChange Records and Request Records
   • CProblem Records and Escalations
   • DProblem Records and Incident Records

   Show answer

   Answer: B

   References

   • docs.servicenow.com documentation

   Next question

5. Question 5 · 257 in bank

   Select 3

   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.)

   • ACase playbook for Onboarding
   • BCase playbook for Services
   • CCase playbook for Product Support
   • DCase playbook for Complaints
   • ECase playbook for Billing

   Show answer

   Answer: ACD

   Explanation

   Explain: CSM playbooks are - Case Playbook for Onboarding - Case Playbook for Complaints - Case Playbook for Product Support Source: https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/customer-service-case-playbooks.html

   Source: Adapted from community discussion — sephereth

   References

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

   Next question

6. Question 6 · 257 in bank

   Select 3

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

   • AService Contract
   • BInstall Base Item
   • CProduct
   • DAccount
   • EContact

   Show answer

   Answer: CDE

   Explanation

   Explanation: "You can also configure the Special Handling Notes application to display any special handling notes from related records, such as the account or the product associated with a customer service case." Source: https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/c_OnScreenAlerts.html Note: while SN documetation mentinos Product and Acount, there is no reference to Contact, but verfied in course provided SN instance

   Source: Adapted from community discussion — sephereth

   References

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

   Next question

7. Question 7 · 257 in bank

   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?

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

   Show answer

   Answer: C

   Explanation

   C is correct. Procedure Open a customer service case. (Optional) Search for existing knowledge articles or create a knowledge article to help resolve a case. Click the More UI Actions icon (agent workspace more UI actions icon) and then click Report Knowledge Gap. In the platform interface, click the Report Knowledge Gap related link on the Case form and provide information in the resulting pop-up window. The system opens a new knowledge feedback task in a sub-tab. The short description from the case is copied to the Description field on the task. (Optional) Edit the knowledge feedback task description. Click Save. The task is added to the Knowledge Gaps related list on the Case form.

   Source: Adapted from community discussion — NokoNice

   References

   • docs.servicenow.com documentation

   Next question

8. Question 8 · 257 in bank

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

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

   Show answer

   Answer: C

   Explanation

   C is Correct. Benefits As a service provider, provide a contextual service catalog based on the subscribed services. As a customer, request additional items related to subscribed services.

   Source: Adapted from community discussion — NokoNice

   References

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

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9. Question 9 · 257 in bank

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

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

   Show answer

   Answer: B

   Explanation

   Answer: B Synchronizing data between the incident and the case Work notes are synchronized from the incident to the case when: -The incident state changes. If the incident state changes to On Hold, the hold reason is copied to the case work notes. -The incident is resolved or closed. The incident resolution notes and resolution code are copied to the case work notes. -Additional comments are added to the incident.

   Source: Adapted from community discussion — mattaash

   References

   • docs.servicenow.com documentation

   Next question

10. Question 10 · 257 in bank

    Select 2

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

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

    Show answer

    Answer: AC

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CIS-CSM practice, question 1. 257 questions available.