CIS-CSM practice questions 51–60

1. Question 51 · 257 in bank

   What is a household entity?

   • AGroup of users that usually share a common address and use services as a group
   • BGroup of people that usually share a common address and use services as a group
   • CGroup of customers that usually share a common address and use services as a group
   • DGroup of consumers that usually share a common address and use services as a group

   Show answer

   Answer: D

   Explanation

   Answer: D. Group of consumers that usually share a common address and use services as a group Explanation: "A household has an address and consumers have their own addresses. These addresses do not need to be the same in order to add a consumer as a member to a household." Source: https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/reference/industry-data-model-households.html

   Source: Adapted from community discussion — sephereth

   References

   • docs.servicenow.com documentation

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2. Question 52 · 257 in bank

   Why does the implementation team need to deliver core functionality to the customer as quickly as possible?

   • ATo expand the technical reach
   • BTo facilitate the requirement gathering during the workshops
   • CTo complete any complex customizations early enough
   • DTo realize near-term ROI (Return on Investment)

   Show answer

   Answer: D

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3. Question 53 · 257 in bank

   Select 3

   Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)

   • AAssigned Cases
   • BAgent Affinity
   • CAvailability Today
   • DMatching Skills
   • EAgent History

   Show answer

   Answer: ACD

   Explanation

   Explanation: The default configuration uses the Recommendation for Case Assignment matching rule, which includes three of the four default matching criteria: - Assigned Cases (A.) - Matching Skills (C.) - Availability Today (D.) Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/case-assignment-workbench.html

   Source: Adapted from community discussion — sephereth

   References

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

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4. Question 54 · 257 in bank

   Regarding Account Teams, what is the purpose of marking a role as 'unique'?

   • AThe role then becomes a child responsibility
   • BEnsure there is a dedicated account manager for that account
   • CThe role then becomes a parent responsibility
   • DPrevent the same role being used on different customer accounts

   Show answer

   Answer: D

   Explanation

   Correct answer is D https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-service-management/task/t_CreateAResponsibilityDefinition.html when you create 2 records for the some Account there UNIQUE flag is checked it will display and error already has an as unique responsibility, duplicate not allowed for this account

   Source: Adapted from community discussion — abrakadabrek

   References

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

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5. Question 55 · 257 in bank

   Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

   • AThe contract and entitlements of an asset dictate whether or not it is stored in the CMDB
   • BThe CMDB only tracks CIs, assets cannot be CIs
   • CWhile the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
   • DThe CMDB tracks all assets as configuration items (CIs)

   Show answer

   Answer: C

   References

   • docs.servicenow.com documentation

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6. Question 56 · 257 in bank

   Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?

   • AThe field is not based of the customers profile time zone
   • BThe field is active in the base form
   • CThe field is always based on the system time zone
   • DAgents can use the field to identify if it is the right time to contact customer

   Show answer

   Answer: D

   References

   • docs.servicenow.com documentation

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7. Question 57 · 257 in bank

   What should be part of the pre-engagement collateral?

   • AFrequently Asked Questions (FAQ)
   • BScoping Guide
   • CCustomer Service roles template
   • DStock Keeping Unit (SKU) and pricing sheet

   Show answer

   Answer: B

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8. Question 58 · 257 in bank

   Select 2

   Which of the following roles can update a consumer's record? (Choose two.)

   • AConsumer Support Agent {sn_customerservice.consumer_agent)
   • BCustomer Service Manager (sn_customerservice_manager)
   • CCustomer Service Agent (sn_customerservice_agent)
   • DCustomer (sn_customerservice.customer)

   Show answer

   Answer: AB

   References

   • docs.servicenow.com documentation

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9. Question 59 · 257 in bank

   Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

   • AContextual Search
   • BAgent Assist
   • CDynamic Related Records
   • DRecord Information

   Show answer

   Answer: C

   Explanation

   Answer: C. Dynamic Related Records Explanation: "This feature displays related records that dynamically change based on the context of the current record or playbook activity." Source: https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/csm-playbooks-viewing-rel-records.html

   Source: Adapted from community discussion — sephereth

   References

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

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10. Question 60 · 257 in bank

    With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer0

    • AAfter 3 days
    • BAfter 5 days
    • CAfter 1 day
    • DAfter 7 days

    Show answer

    Answer: B

    Explanation

    Answer: B. After 5 days Explanation: "The default settings include two notifications that are sent at 5 days and 10 days after a case has been resolved." 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

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CIS-CSM practice, question 51. 257 questions available.