CIS-CSM practice questions 171–180

1. Question 171 · 257 in bank

   In the Customer Service Management space, what does the term asset management mean?

   • AFinancial, contractual and inventory information of assets
   • BA set of business activities and processes used to track assets
   • CTables in the Asset application
   • DTracking products or services customers are using

   Show answer

   Answer: D

   Explanation

   correct answer is D: To Customer Service Management, asset management has different use cases for tracking products or services customers uses, or the assets the company uses to support customer-facing services. Note:https://nowlearning.servicenow.com/lxp?id=learning_course&course_id=0ca1382d472a15d4f6b11244846d4310&group_id=3c88ce7e87ea5d50bfe94088dabb35b3&child_id=a9980abe87ea5d50bfe94088dabb35c1&spa=1

   Source: Adapted from community discussion — SvenChao

   References

   • docs.servicenow.com documentation

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2. Question 172 · 257 in bank

   Which of the following roles cannot update a consumer’s record?

   • Asn_customerservice_agent
   • Bsn_customerservice_manager
   • Csn_customerservice.consumer_agent
   • Dadmin

   Show answer

   Answer: A

   References

   • docs.servicenow.com documentation

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3. Question 173 · 257 in bank

   Major Issue Management uses which one of the following capabilities?

   • AGovernance Risk and Control
   • BTargeted Communications
   • CAsset management
   • DRecord producers

   Show answer

   Answer: B

   Explanation

   b is correct Targeted Communications - This is a key feature of Major Issue Management. When a major issue arises, effective communication about the problem and its resolution to affected customers is crucial.

   Source: Adapted from community discussion — stophs

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4. Question 174 · 257 in bank

   Select 2

   What are the conditions that matching rules are based on? (Choose two.)

   • AAgent resources best suited to work on a case
   • BSpecific routing rules
   • CFilters set up in advanced work assignment
   • DSpecific case attributes

   Show answer

   Answer: AD

   Explanation

   AD Is Correct. Matching rules are based on two defined sets of conditions, one that identifies specific case attributes and another that identifies the agent resources best suited to handle cases with these attributes. Matching rules are created using the Matching Rule form. https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html

   Source: Adapted from community discussion — PappyFox

   References

   • docs.servicenow.com documentation

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5. Question 175 · 257 in bank

   What is required to synchronize fields from a parent to a child case(s)?

   • AThe advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
   • BMajor Issue Management needs to be installed and certain properties enabled
   • CNo action required, this is a standard Customer Service Management feature
   • DThe role of sn_customerservice.customer_case_manager must be assigned

   Show answer

   Answer: B

   Explanation

   Answer: B. Major Issue Management needs to be installed and certain properties enabled Explanation: "Configure the major issue management system properties to enable synchronization between major cases and associated child cases." Source: https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-service-management/task/config-major-case-synchronization.html

   Source: Adapted from community discussion — sephereth

   References

   • docs.servicenow.com documentation

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6. Question 176 · 257 in bank

   HOTSPOT - Match the definitions for roles relationships.

   

   This is an interactive task on the real exam — a drag-and-drop, hotspot or ordering question. There is nothing to select here, so the answer is shown below for reference.

   Show the answer figure

   Answer: See figure below

   

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7. Question 177 · 257 in bank

   Select 3

   Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

   • AManage requests
   • BExecute assigned tasks
   • CClose work orders
   • DManage cases
   • EManage assets

   Show answer

   Answer: BCE

   Explanation

   Answer: B. Execute assigned tasks C. Close work orders E. Manage assets Explanation: Field Service instance on mobile device in offline mode can: - Execute tasks assigned to you at the task location. (b.) - View knowledge articles - Track asset usage. (e.) - Record an incidental expense. - Create a work order task. - Pause work order tasks. - Create a part requirement. - Complete work orders and work order tasks. (c.) - Log incidentals. - Complete questionnaire Source: https://docs.servicenow.com/bundle/utah-field-service-management/page/product/field-service-management/concept/work-offline-fieldservice-mobile.html

   Source: Adapted from community discussion — sephereth

   References

   • docs.servicenow.com documentation

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8. Question 178 · 257 in bank

   Information in the Case Field ‘Contact’ is copied to which Incident Field?

   • AContact
   • BUser
   • CCustomer
   • DCaller

   Show answer

   Answer: D

   References

   • docs.servicenow.com documentation

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9. Question 179 · 257 in bank

   How many active OpenFrame configurations can you have on an instance?

   • A2
   • BUnlimited
   • C1
   • D3

   Show answer

   Answer: B

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10. Question 180 · 257 in bank

    Select 2

    What are common types of application record data that are imported during a CSM data migration? (Choose two.)

    • AKnowledge Article
    • BAccounts
    • CChat
    • DCase

    Show answer

    Answer: AB

    Explanation

    AB is the Correct Answer - see Vancouver Product Docs Customer Data: Includes Account Product Data: Includes Knowledge Articles https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/csm-data-management.html

    Source: Adapted from community discussion — CLowe

    References

    • docs.servicenow.com documentation

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CIS-CSM practice, question 171. 257 questions available.