CIS-CSM ServiceNow Exam Questions and Free Practice Test

Question 13

From which one of the following can an agent create a CSM Case:

A. Human Resource Application

B. Incident Management

C. Chat

D. Special Handling Note

Correct Answer:C
Source: https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/customer-service- case-types.html

Question 14

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

A. Consumer

B. Entitlement

C. Sold Product

Correct Answer:A

Question 15

Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow’s and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

A. Proactive Prevention

B. Service-Aware Install Base Most Voted

C. Service Reporting

D. Proactive Case Most Voted

E. Service-Aware CMDB

F. Service Monitoring

Correct Answer:BDF

Question 16

When working with case types, what is the lowest level in the case type hierarchy called?

A. Leaf-level

B. Decision-level

C. Base-level

D. Sub-level

Correct Answer:A

Question 17

What do blue circles in the timeline of a case form represent?

A. Note

B. State

C. Activity

D. Comment

Correct Answer:B

Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/
customer-service-management/reference/r_CustomerServiceCaseTimeline.html

Question 18

Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?

A. Individuals

B. Partners

C. Contacts

D. Accounts

Correct Answer:A

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