CIS-CSM practice questions 111–120

1. Question 111 · 257 in bank

   Select 2

   Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow’s CSM application? (Choose two.)

   • AA partner will own the relationship with their customer
   • BA partner and a third party are the same in ServiceNow’s CSM application
   • CA partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering
   • DA partner is an organization that has been contracted to sell products and services they have actually purchased from another organization
   • EA partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver and support them on their behalf

   Show answer

   Answer: CE

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2. Question 112 · 257 in bank

   Information about a customer’s service contract is found in Knowledge.

   • AFalse
   • BTrue

   Show answer

   Answer: A

   References

   • docs.servicenow.com documentation

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3. Question 113 · 257 in bank

   Select 3

   What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

   • AReduces call volume
   • BMakes it easier for Agents to manage case volume
   • CAllows access to Knowledge Articles that are related to products owned by a customer
   • DInformation about customer’s service contract
   • EFocused product marketing

   Show answer

   Answer: ABC

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4. Question 114 · 257 in bank

   Select 4

   Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)

   • AExperience
   • BSkills
   • CAvailability
   • DShifts
   • ECapacity
   • FProducts

   Show answer

   Answer: BCDE

   Explanation

   Answer: B. Skills C. Availability D. Shifts* (¯\_(ツ)_/¯) E. Capacity Expanation: "Use Advanced Work Assignment (AWA) to automatically assign work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define." note, shifts are not mentioned on that documentation Source: https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html

   Source: Adapted from community discussion — sephereth

   References

   • docs.servicenow.com documentation

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5. Question 115 · 257 in bank

   Installing the Customer Service Management plugin activates:

   • AOnly one other plugin - Field Service Management Plugin
   • BNo other Plugins
   • COnly two other plugins - Portal and Case Management
   • DMany other plugins at the same time

   Show answer

   Answer: D

   References

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

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6. Question 116 · 257 in bank

   Select 3

   From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)

   • AAccount
   • BIncident
   • CCustomer Service Application
   • DSpecial Handling Note
   • EChat

   Show answer

   Answer: ACE

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7. Question 117 · 257 in bank

   Which table must be extended when creating a new case type?

   • ACase (sn_customerservice_case)
   • BCase Task (sn_customerservice_case_task)
   • CTask (task)
   • DCase Type (sn_case_type)

   Show answer

   Answer: A

   References

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

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8. Question 118 · 257 in bank

   Select 2

   What are benefits of me Conversation History feature? (Choose two.)

   • AShorter calls for agents by reducing the time to search for information
   • BA customized admin chat toolbar with emojis for agents to use in chat messages
   • CImproved customer satisfaction as agents can respond to and resolve customer issues faster
   • DBetter language management by flagging key words and alerting chat managers when agents use one or more of those words

   Show answer

   Answer: AC

   References

   • docs.servicenow.com documentation

   Next question

9. Question 119 · 257 in bank

   What is the benefit of a phased release approach?

   • ATeam members schedules are able to synchronize
   • BMore time to develop stories
   • CWorking across multiple systems of record
   • DDelivery of core functionality quickly

   Show answer

   Answer: D

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10. Question 120 · 257 in bank

    Select 2

    On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)

    • APartner admin
    • BPartner contact
    • CCustomer admin
    • DCustomer contact

    Show answer

    Answer: AC

    References

    • docs.servicenow.com documentation

    Next question

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CIS-CSM practice, question 111. 257 questions available.