CIS-CSM practice questions 71–80

1. Question 71 · 257 in bank

   Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

   • AThe create contact (consumer) feature is available in all CSM Workspaces
   • BThe create contact (consumer) feature is not available in any of the CSM Workspaces
   • CThe create contact (consumer) feature is only available in the CSM Configurable Workspace
   • DThe create contact (consumer) feature is only available in the Agent Workspace

   Show answer

   Answer: C

   Explanation

   C is correct About this task Note: This task applies to CSM Configurable Workspace. Agents can use the Lookup and verify feature to search for contacts and consumers. After verifying a user's information, agents can populate that information on the interaction record. If an agent can't find a contact or consumer, they can create a record for that user from within the Lookup and verify feature.

   Source: Adapted from community discussion — Scarfed

   References

   • docs.servicenow.com documentation

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2. Question 72 · 257 in bank

   Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?

   • AThe form header's secondary values can only he displayed above the ribbon components
   • BThe form header's primary values can be displayed in the contextual side panes instead of above the ribbon components
   • CThe form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components
   • DThe form header for the case form can display five levels of field values from the case table

   Show answer

   Answer: C

   References

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

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3. Question 73 · 257 in bank

   User criteria records may be applied to which knowledge items?

   • AKnowledge Base and Category
   • BKnowledge Base Category and Article
   • CKnowledge Base and Article
   • DKnowledge Base

   Show answer

   Answer: C

   References

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

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4. Question 74 · 257 in bank

   Select 3

   What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

   • AService Monitoring
   • BService Reporting
   • CService-Aware CMDB
   • DService-Aware Install Base
   • EProactive Case
   • FProactive Prevention

   Show answer

   Answer: ADE

   Explanation

   ADE Is Correct Service Monitoring An Event Management activity typically carried out by the NOC. Event Management helps to identify, remediate, and escalate health issues across an organization's IT infrastructure on a single management platform. It provides alert aggregation and root cause analysis (RCA) for discovered services, application services, and automated alert groups. NOTE: Event Management is part of IT Operations Management (ITOM) and requires subscription to ITOM. Service-aware Install Base Track which products and services have been purchased by a customer, how they have been installed or provisioned, along with the detailed configuration for each installed item. Proactive Case All major cases, major case candidates, and child cases created internally are automatically managed as proactive cases and can be tracked separately

   Source: Adapted from community discussion — NokoNice

   References

   • docs.servicenow.com documentation

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5. Question 75 · 257 in bank

   Select 3

   What are the three out-of-the-box playbooks for CSM? (Choose three.)

   • ACase playbook for Onboarding
   • BCase playbook for Billing
   • CCase playbook for Accounts
   • DCase playbook for Product Support
   • ECase playbook for Complaints

   Show answer

   Answer: ADE

   Explanation

   ADE Is Correct. Case Playbook for Onboarding: Use this application to manage the process for taking on new customers or enrolling customers in new products. Case Playbook for Complaints: Use this application to manage the process for handling customer complaints. Case Playbook for Product Support: Use this application to guide agents through the steps that are needed to resolve product issues

   Source: Adapted from community discussion — NokoNice

   References

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

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6. Question 76 · 257 in bank

   Select 2

   Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance? (Choose two.)

   • AXML unloads
   • BPlugins
   • CStore Apps
   • DUpdate Sets

   Show answer

   Answer: BC

   References

   • docs.servicenow.com documentation

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7. Question 77 · 257 in bank

   Select 3

   What are available matching criteria for case assignment in Customer Service Management? (Choose three.)

   • APartner Hours
   • BMatching Skills
   • CDistance
   • DCertifications
   • EAssigned Cases
   • FAvailability Today

   Show answer

   Answer: BEF

   References

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

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8. Question 78 · 257 in bank

   What is the purpose of the sidebar feature in CSM Configurable Workspace?

   • AEnables agents to keep information regarding details of the case visible at all times
   • BEnables agents to access response templates to help them resolve cases faster and more efficiently
   • CTo enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution
   • DEnables managers to discreetly monitor chats between agents and customers

   Show answer

   Answer: C

   References

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

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9. Question 79 · 257 in bank

   Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

   • AEntering question in portal only
   • BRecord Producer only
   • CBoth portal question entry and Record Producer
   • DNone of the above

   Show answer

   Answer: C

   Explanation

   Answer: C. Both portal question entry and Record Producer Most Voted Explanation: "Contextual search displays related results within a form or record producer based on the text you enter in a field." feels like both the portal question entry and the record producer.... Source: https://docs.servicenow.com/en-US/bundle/tokyo-platform-administration/page/administer/contextual-search/concept/c_ContextualSearch.html

   Source: Adapted from community discussion — sephereth

   References

   • docs.servicenow.com documentation

   Next question

10. Question 80 · 257 in bank

    What is the specific type of catalog item that allows users to create any type of task, such as cases, from the Service Catalog?

    • ARequest Item
    • BService Catalog Request
    • CRecord Producer
    • DCatalog Item

    Show answer

    Answer: C

    References

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

    Next question

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CIS-CSM practice, question 71. 257 questions available.