CIS-CSM practice questions 21–30

1. Question 21 · 257 in bank

   Select 2

   What are the advantages of leading indicators over lagging indicators? (Choose two.)

   • AHard to influence
   • BProspective
   • CRetrospective
   • DEasy to influence

   Show answer

   Answer: BD

   Explanation

   Explanation: Leading indicators are: - Input oriented: These measure the progress made on the inputs or actions required to achieve a desired goal. - Easy to influence: The team or person responsible can see the impact of their efforts daily. (D.) - Hard to measure: Data required for these indicators are often not collected, so they can be hard to measure without a conscious effort to collect data. - Prospective: These help evaluate the future performance on goals. (B.) Source: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/quick-answer/leading-indicators.pdf

   Source: Adapted from community discussion — sephereth

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2. Question 22 · 257 in bank

   Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?

   • ACustomer case manager (sn_customerservice.customer_case_manager)
   • BCustomer account manager (sn_customerservice.customer_account_manager)
   • CCustomer admin (sn_customerservice.customer_admln)
   • DCustomer (sn_customerservice.customer)

   Show answer

   Answer: C

   Explanation

   Create customer contacts A contact is a user who is an employee of an account. Use the Customer Service Management application to create contact records. Before you begin Role required: sn_customerservice_manager or admin SOURCE: https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/configure-csm-accounts-contacts.html

   Source: Adapted from community discussion — 123Destiny

   References

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

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3. Question 23 · 257 in bank

   What is knowledge article versioning?

   • AA content tracker for knowledge articles
   • BA knowledge article publishing guide
   • CThe ability to manage and track article updates
   • DA knowledge article numbering guide

   Show answer

   Answer: C

   Explanation

   FROM SERVICENOW: What is knowledge article versioning in Servicenow? The Article Versioning feature allows knowledge contributors to create multiple versions of a knowledge article. They can create a new version of an article from an existing published version. This existing version can be either the latest published version or an older outdated version.

   Source: Adapted from community discussion — 123Destiny

   References

   • docs.servicenow.com documentation

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4. Question 24 · 257 in bank

   Select 4

   What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

   • ADefine the Business Pain Points
   • BProvide consistent service to customers
   • CHave a clear understanding of the use cases
   • DDefine the number of hours needed to develop the associated requirements
   • EImplementation is only as good as the underlying process

   Show answer

   Answer: ABCE

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5. Question 25 · 257 in bank

   Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?

   • AIndividuals
   • BPartners
   • CContacts
   • DAccounts

   Show answer

   Answer: A

   References

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

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6. Question 26 · 257 in bank

   When configuring email in Communication Channels, how many outgoing email addresses are supported?

   • AOne
   • BTwo
   • CThree
   • DUnlimited

   Show answer

   Answer: A

   References

   • docs.servicenow.com documentation

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7. Question 27 · 257 in bank

   Select 2

   Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)

   • Asn_customerservice_agent
   • Bsn_customerservice.customer_admm
   • Csn_customerservice.partner_admin
   • Dsn_customerservice_manager
   • Eadmin

   Show answer

   Answer: DE

   References

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

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8. Question 28 · 257 in bank

   In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?

   • AThe process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner
   • BA generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle
   • CAsset management has different use cases for tracking specific products or services customers are using
   • DIt includes all of the data crucial to support customers as efficiently as possible

   Show answer

   Answer: C

   Explanation

   From the CSM fundamentals course :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.

   Source: Adapted from community discussion — 123Destiny

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9. Question 29 · 257 in bank

   What is KCS (Knowledge Centered Services)?

   • AA bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
   • BA documented methodology to provide a set of best practices for creating and maintaining knowledge
   • CA dashboard with specific visualization of the different knowledge bases and categories
   • DAn application that helps agents and managers to create cases from Knowledge articles

   Show answer

   Answer: B

   References

   • docs.servicenow.com documentation

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10. Question 30 · 257 in bank

    Select 3

    When creating or importing assets for CSM, model categories are used to: (Choose three.)

    • ADefine whether a Configuration Item (CI) is created when an Asset record is created or vice versa
    • BGroup assets together
    • CBuild a classification structure for product models
    • DModel the configuration options for each product model being sold to customers
    • EDefine a link between Asset classes and Configuration Item (CI) classes

    Show answer

    Answer: ABE

    References

    • docs.servicenow.com documentation

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CIS-CSM practice, question 21. 257 questions available.