CIS-CSM practice questions 101–110

1. Question 101 · 257 in bank

   Select 2

   Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)

   • AKnowledge Product Entitlements
   • BData Policy
   • CACL
   • DUser Criteria

   Show answer

   Answer: AD

   Explanation

   From the CSM Implementation book (Lab 2.03): KPE restricts access to knowledge bases and articles based on products owned by the customer or consumer. Once verified, user criteria are the second level of security being applied, as both work in conjunction.

   Source: Adapted from community discussion — 123Destiny

   References

   • docs.servicenow.com documentation

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2. Question 102 · 257 in bank

   Select 2

   When working with communication channels, what inbound email flows are available by default? (Choose two.)

   • ACreate case for product
   • BCreate case for asset
   • CUpdate case from forward email
   • DCreate case from email
   • EUpdate case using reply

   Show answer

   Answer: DE

   Explanation

   -Create case from email when a user sends a new email -Update a case when you use the reply option https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/define-process-incoming-emails.html

   Source: Adapted from community discussion — ftpuser

   References

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

   Next question

3. Question 103 · 257 in bank

   What determines how an escalation request is processed?

   • AEscalation Rule
   • BEscalation Template
   • CEscalation Severity
   • DEscalation Justification

   Show answer

   Answer: B

   Explanation

   B is correct. Create escalation templates An escalation template determines how an escalation request is processed and includes the type of escalation (case or account), an approval list or workflow (if approval is required), and an escalation watch list.

   Source: Adapted from community discussion — NokoNice

   References

   • docs.servicenow.com documentation

   Next question

4. Question 104 · 257 in bank

   What allows the implementation of phases and tasks to meet performance goals track progress and measure success?

   • APerformance Analytics Spotlight
   • BScheduled Reporting
   • CService Level Agreement Tasks
   • DContinual Improvement Management

   Show answer

   Answer: D

   References

   • docs.servicenow.com documentation

   Next question

5. Question 105 · 257 in bank

   For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?

   • Asnc_intemai and snc_external
   • Bsnc_internal and sn_customerservice.consumer_agent
   • Csnc_internal and sn_customerservice_agent
   • Dsnc_external and sn_customerservice.customer

   Show answer

   Answer: A

   References

   • docs.servicenow.com documentation

   Next question

6. Question 106 · 257 in bank

   What are Special Handling Notes used for?

   • ABring important information about individual records to an agent's attention
   • BFor agents to view articles an attach them to a case
   • CTo ensure customers get the service they are entitled to receive
   • DHelp agents identify in which time zone a contact is located

   Show answer

   Answer: A

   References

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

   Next question

7. Question 107 · 257 in bank

   Select 2

   A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)

   • ACan Read user criteria
   • BWhitelist all other groups from the Knowledge Base
   • CHide the Knowledge Base from the Knowledge Base Portal
   • DCannot Contribute user criteria

   Show answer

   Answer: AD

   References

   • docs.servicenow.com documentation

   Next question

8. Question 108 · 257 in bank

   In case management, Parent Child Synchronization allows for which of the following:

   • AEnabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case
   • BParent cases to automatically generate child cases when all fields are filled out thus synchronized auto-population
   • CChild cases to be separated from Parent cases and will not be synchronized automatically
   • DSynchronization of all child cases as well as children of child cases on all levels

   Show answer

   Answer: B

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9. Question 109 · 257 in bank

   Select 2

   Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)

   • ACreate Contact
   • BCheck Case Status
   • CClose Case
   • DGet Help with an Order
   • EGet Help with an Asset

   Show answer

   Answer: BD

   References

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

   Next question

10. Question 110 · 257 in bank

    What will be the state of a case after a customer rejects the solution proposed by an agent?

    • AIn Progress
    • BOpen
    • CNew
    • DSolution Rejected

    Show answer

    Answer: B

    Explanation

    Rejects the solution proposed by the agent after entering the reason for rejecting the solution. The case state changes to Open state. https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/resolve-cases-consumer-portal.html

    Source: Adapted from community discussion — ftpuser

    References

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

    Next question

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CIS-CSM practice, question 101. 257 questions available.