CIS-CSM ServiceNow Exam Questions and Free Practice Test

Question 7

What one of the following is optional when creating a Catalog workflow?

A. Publishing the workflow

B. Defining workflow activities

C. Approving the workflow

D. Managing workflow versions

Correct Answer:D

Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflowadministration/task/t_CrtWkflwNewSvcCtlgItm.html

Question 8

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

A. The role then becomes a child responsibility

B. Ensure there is a dedicated account manager for that account

C. The role then becomes a parent responsibility

D. Prevent the same role being used on different customer accounts

Correct Answer:A
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service- management/task/t_CreateAResponsibilityDefinition.html

Question 9

Which social media channels are NOT available out-of-box?

A. Facebook

B. Twitter

C. LinkedIn

D. All of the above

E. None of the above

Correct Answer:C

Question 10

When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed?
Choose 2 answers

A. Choose the NLU service provider

B. In the NLU Settings configure the Entity confidence threshold

C. Enable NLU in Virtual Agent

D. In the NLU Settings configure the Intent confidence threshold

Correct Answer:AC

Question 11

Which roles are responsible for maintaining account team membership? (Choose two.)

A. Customer Admin [sn_customerservice.customer.admin]

B. Customer Case Manager [sn_customerservice.customer_case_manager]

C. System Administrator [admin]

D. Customer Service Manager [sn_customerservice_manager]

Correct Answer:CD

Question 12

Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)

A. Knowledge Product Entitlements

B. Data Policy

C. ACL

D. User Criteria

Correct Answer:A

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