CIS-CSM practice questions 41–50

1. Question 41 · 257 in bank

   Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?

   • AQuick Messages
   • BQuick Actions
   • CResponse Templates
   • DTemplates

   Show answer

   Answer: C

   Explanation

   Explanation: "Response templates (formerly known as templated snippets) are reusable messages that can be copied to case or task forms to provide quick and consistent messages to users, or to display standard chat response messages to requesters in Agent Chat." source: https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/product/human-resources/concept/response-templates-templated-snippets.html

   Source: Adapted from community discussion — sephereth

   References

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

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2. Question 42 · 257 in bank

   In the Customer Service Management space what defines the term asset?

   • AA physical item
   • BA specific product instance supported for a customer
   • CA product that a company supports
   • DA resource that allows a business service

   Show answer

   Answer: B

   References

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

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3. Question 43 · 257 in bank

   Select 2

   Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

   • AEscalate a case on the add-m panel of Outlook
   • BRegister the sender of an email as contact
   • CAs the Microsoft Outlook user, register yourself as self-contributor
   • DCreate cases using email content in Outlook for the customer contact

   Show answer

   Answer: BD

   Explanation

   Explanation: "This integration enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook." source: This integration enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook.

   Source: Adapted from community discussion — sephereth

   References

   • docs.servicenow.com documentation

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4. Question 44 · 257 in bank

   To which entities can Special Handling Notes be applied out of the box?

   • AConsumer
   • BEntitlement
   • CSold Product

   Show answer

   Answer: B

   Explanation

   Special handling notes are used to bring important information to an agent’ attention. - Entitlement change - VIP Account & Customer - Urgent Issue - Product recall Alert Source: E-book

   Source: Adapted from community discussion — Apperpro

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5. Question 45 · 257 in bank

   Select 2

   Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

   • APartner Service
   • BCustomer Service
   • CConsumer Service
   • DProduct Service

   Show answer

   Answer: BC

   References

   • docs.servicenow.com documentation

   Next question

6. Question 46 · 257 in bank

   Select 2

   What role does the Engagement Manager play before the Workshop? (Choose two.)

   • AProject Manager
   • BActs as intermediary
   • CProvides answers to technical problems
   • DAssists with technical requirements

   Show answer

   Answer: BD

   Explanation

   Acts as intermediary: The Engagement Manager often acts as a bridge between the client and the technical team, ensuring communication and expectations are aligned before the workshop. Assists with technical requirements: They help gather and define the technical requirements to prepare for the workshop effectively.

   Source: Adapted from community discussion — Apperpro

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7. Question 47 · 257 in bank

   Partner admin (sn_customerservice.partner_admin) contacts have access to:

   • ATheir customer account
   • BTheir partner accounts
   • CBoth
   • DNeither

   Show answer

   Answer: C

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8. Question 48 · 257 in bank

   Select 2

   From a security perspective, scoping brings several benefits: (Choose two.)

   • AImproves instance security by limiting accessibility to other applications on the instance
   • BProvides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals
   • CIT can manage and control the pace of the CSM teams because dependencies have been put in place
   • DThe scope holds the records and acts as a container for the desired Customer Service Management Applications

   Show answer

   Answer: AD

   Explanation

   From a secutiry perspective, scoping brings which benefits ? -The scope "holds" the records ans acts as a container for the desired Customer Service Management applications -Improves instance security by limiting accessibility to other applications on the instance -Scoped application can be versioned for a governed change process

   Source: Adapted from community discussion — RahulBhor

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9. Question 49 · 257 in bank

   Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

   • ASet the Agent Experience (What agents see in their Workspace inbox)
   • BDefine Assignment Rules (How to assign work items)
   • CDefine Work Item Queues (Where to route)
   • DConfigure Service Channels (What to route)

   Show answer

   Answer: B

   Explanation

   B is the correct answer. Assignment rule: Criteria that determines how work items are pushed to the appropriate agent within a qualified assignment group. https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html

   Source: Adapted from community discussion — NokoNice

   References

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

   Next question

10. Question 50 · 257 in bank

    What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?

    • ACan view assets belonging to their partner accounts
    • BCan create, view, and edit cases for their partner accounts
    • CCan resolve cases reported by their partner accounts
    • DCan create and update contacts for their partner accounts

    Show answer

    Answer: D

    References

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

    Next question

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CIS-CSM practice, question 41. 257 questions available.