CIS-CSM practice questions 231–240

1. Question 231 · 257 in bank

   Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?

   • AClose Cases in Resolved state
   • BAuto Close Resolved Cases
   • CResolved to Close State
   • DMove Resolved Cases to Closed

   Show answer

   Answer: B

   Explanation

   Customer service cases in the Resolved state can be closed automatically if customers do not take any action. This feature uses the Auto Close Resolved Case Flow Designer flow source: https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/auto-close-customer-service-case.html

   Source: Adapted from community discussion — sephereth

   References

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

   Next question

2. Question 232 · 257 in bank

   What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?

   • AConsumer (sn_customservice.consumer)
   • BCustomer (sn_suctomservice.customer)
   • CExternal (snc_external)
   • DProxy Contact (sn_customservice.proxy_contact)

   Show answer

   Answer: D

   Explanation

   "The proxy contact role enables employees to create cases for customer accounts and contacts. Employees can also be proxy case contacts on behalf of customers." source: https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/employee-create-case-for-customer.html

   Source: Adapted from community discussion — sephereth

   References

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

   Next question

3. Question 233 · 257 in bank

   Select 3

   Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow’s and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

   • AProactive Prevention
   • BService-Aware Install Base
   • CService Reporting
   • DProactive Case
   • EService-Aware CMDB
   • FService Monitoring

   Show answer

   Answer: BDF

   Explanation

   Explanation: Proactive Customer Service Opreations contains 3 main components - Service Monitoring (NOC) | Monitor the health of products and services. - Service-aware Install Base (covered in CSMF) | Track confgiuration of service deployments. - Proactive Case | Proactively trigger case workflows. Source: CSM Implementation ebook p.110

   Source: Adapted from community discussion — sephereth

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4. Question 234 · 257 in bank

   Select 2

   Which roles are considered external? (Choose two.)

   • AConsumer Support Agent (sn_customerservice.consumer_agent)
   • BCustomer Admin (sn_customerservice.customer_admin)
   • CPartner Admin (sn_customerservice.partner_admin)
   • DCustomer Service Agent (sn_customerservice_agent)

   Show answer

   Answer: BC

   Explanation

   Explanation: in order to view or modify a case from the customer serivce portal (external facing), following roles are required - sn_customerservice.customer - sn_customerservice.customer_admin (b.) - sn_customerservice.partner - sn_customerservice.partner_admin (c.) Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/t_ViewOrModCaseFromCustSlfServPrt.html

   Source: Adapted from community discussion — sephereth

   References

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

   Next question

5. Question 235 · 257 in bank

   The default configuration automatically closes resolved Cases after how many days?

   • A5 days
   • BCases are not automatically closed by default
   • C3 days
   • D10 days

   Show answer

   Answer: B

   Explanation

   Explanation: Auto Close Resolved Cases Flow Designer flow closes the case, however, "This flow is not active by default." source: https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/auto-close-customer-service-case.html

   Source: Adapted from community discussion — sephereth

   References

   • docs.servicenow.com documentation

   Next question

6. Question 236 · 257 in bank

   Select 2

   What are examples of what Guided Setup provides? (Choose two.)

   • AProvisioning checklist and tasks necessary for setup
   • BFixed timeline of activities that need to be completed
   • CList of tasks to be executed
   • DAutomatic configuration of case form and portal content

   Show answer

   Answer: AC

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7. Question 237 · 257 in bank

   In the base instance, cases are automatically closed after how many days?

   • ACases are not automatically closed by default
   • B5 days
   • C3 days
   • D10 days

   Show answer

   Answer: A

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8. Question 238 · 257 in bank

   Which table stores consumer addresses?

   • Acmn_location
   • Bcsm_consumer_user
   • Ccsm_consumer_address
   • Dcmn_location_type

   Show answer

   Answer: A

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9. Question 239 · 257 in bank

   What does a red highlight on a Case's Action status field indicate?

   • AThe SLA is nearly breached on the Case
   • BThe Case is blocked by other tasks or waiting for customer feedback
   • CThe case has been escalated and the priority increased
   • DThe case needs attention or is waiting for input / review

   Show answer

   Answer: B

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10. Question 240 · 257 in bank

    What is the purpose of a Case Task?

    • ACase tasks are only used only for Cases that have a Service Definition
    • BCase tasks document customer information on a Case
    • CCase tasks are used to assign work to the customer
    • DCase tasks document additional work that needs to be completed to resolve the Case

    Show answer

    Answer: D

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CIS-CSM practice, question 231. 257 questions available.