CIS-CSM practice questions 61–70

1. Question 61 · 257 in bank

   The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?

   • ACustomer Service Manager (sn_customerservice_manager)
   • BSystem administrator (admin)
   • CService organization administrator (sn_customerservice.service_organization_admin)
   • DCustomer admin (sn_customerservice.customer_admin)

   Show answer

   Answer: B

   Explanation

   Answer: B. System administrator (admin) Explanation: "The administrator creates a unique registration code for each account and stores it in the Registration Code field on the Account form." Source: https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/c_PortalSelfRegistration.html

   Source: Adapted from community discussion — sephereth

   References

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

   Next question

2. Question 62 · 257 in bank

   What action is required to enable agents to create an incident record for a case?

   • AThey must be assigned with the read role for incident
   • BThey must be assigned with the itil role
   • CThey must be assigned with the snc_intemal role
   • DThey must be assigned with the sn_customerservice.itsm_contributor role

   Show answer

   Answer: B

   References

   • docs.servicenow.com documentation

   Next question

3. Question 63 · 257 in bank

   Select 2

   In the ’Action Status' column on a case list what could a red indicator dot mean? (Choose two.)

   • ABlocked by approval
   • BBlocked by case task
   • CBlocked internally and by customer
   • DBlocked by internally

   Show answer

   Answer: CD

   References

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

   Next question

4. Question 64 · 257 in bank

   Select 2

   Which of the following are correct for parent/child synchronization? (Choose two.)

   • AMultiple child cases can be managed from a parent case as in Major Issue Management
   • BThe Administrator can choose which fields to synchronize from parent to child cases
   • CParent to child cases can be synchronized regardless of which state the case is in
   • DThe property to synchronize parent to child cases is automatically enabled

   Show answer

   Answer: AB

   References

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

   Next question

5. Question 65 · 257 in bank

   When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

   • ASocial Channels
   • BSocial Profiles
   • CSocial Logs
   • DWork notes
   • EAdditional comments

   Show answer

   Answer: C

   Explanation

   Ans should be C - Social Logs Any communication with customers or consumers that takes place through social media is recorded on the Case form in the Social Logs related list. https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/social-media-integration.html

   Source: Adapted from community discussion — RahulBhor

   References

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

   Next question

6. Question 66 · 257 in bank

   Once a major case candidate is approved a major case is created. What then happens to the customer case?

   • AThe customer case becomes a child case of the major case
   • BThe customer case will be automatically closed
   • CThe customer case becomes the parent case of the major case
   • DThe customer case will automatically be related to a problem

   Show answer

   Answer: A

   Explanation

   Ans should be A. Refer the following document - and check the statement - https://docs.servicenow.com/bundle/quebec-customer-service-management/page/product/customer-service-management/task/approve-reject-major-case-candidate.html {If the candidate case was proposed from an existing case, a major case is created and the candidate case becomes a child case of that major case.}

   Source: Adapted from community discussion — RahulBhor

   References

   • docs.servicenow.com documentation

   Next question

7. Question 67 · 257 in bank

   Select 2

   What are the types of units used to measure entitlements? (Choose two.)

   • AHours
   • BContract
   • CCost
   • DCase

   Show answer

   Answer: AD

   Explanation

   Entitlements are counted on a per unit basis. The Unit field on the Service Entitlement form defines the unit type, either cases or hours. Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/configure-csm-entitlements.html

   Source: Adapted from community discussion — netvision_g

   References

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

   Next question

8. Question 68 · 257 in bank

   Select 3

   Articles can provide the following: (Choose three.)

   • ADocument current and known issues
   • BProvide answers and responses to common issues or questions
   • CInformation about customer’s service contract
   • DShare product information

   Show answer

   Answer: ABD

   Next question

9. Question 69 · 257 in bank

   Select 2

   How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)

   • AStore Apps
   • BUpdate Sets
   • CThrough private scopes
   • DPlugins

   Show answer

   Answer: AD

   Next question

10. Question 70 · 257 in bank

    Which of the following statements is correct regarding product models in CSM?

    • AProducts models can only contain digital (logical) items
    • BProduct models can contain either physical items or digital (logical) items but not both in the same model
    • CProduct models can only contain physical items
    • DProduct models can contain both physical items and digital (logical) items in the same mode

    Show answer

    Answer: D

    Explanation

    D is the correct answer. In the CSM Fundamentals On Demand Course > Customer Service Management Foundation Data > Product Portfolio > Product Models and Asset Records It states "Product models can contain both physical items and digital (logical) items in the same model, as well as other sub-components."

    Source: Adapted from community discussion — RyanH33

    Next question

Keyboard:J Kmove between questionsA–Dselect an answerRshow or hide the answer← →change page

CIS-CSM practice, question 61. 257 questions available.