CIS-CSM ServiceNow Exam Questions and Free Practice Test

Question 19

Which ServiceNow products can be integrated out-of-the-box with CSM? Choose 3 answers

A. Risk Wana9emenI

B. ITOM Event Management

C. DevOps

D. Financial Management

E. Strategic Portfolio Management

Correct Answer:BDE
https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/integrate-csm-other- applics.html

Question 20

What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)

A. Reduces agent workload

B. Reduces monthly case volume

C. Work orders can be created from a case Most Voted

D. Customer can access work order details and tasks created for their case

Correct Answer:CD

Question 21

What functionality is required to automatically close resolved cases if customers do not respond within a specified time?

A. Auto Close Resolved Cases Workflow

B. Auto Close Resolved Cases Flow Designer Flow

C. Auto Close Resolved Cases Business Rule

D. Auto Close Resolved Cases Scheduled Job

Correct Answer:D

Question 22

From a security perspective, scoping brings several benefits: (Choose two.)

A. Improves instance security by limiting accessibility to other applications on the instance

B. Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals

C. IT can manage and control the pace of the CSM teams because dependencies have been put in place

D. The scope holds the records and acts as a container for the desired Customer Service Management Applications

Correct Answer:AD

Question 23

Which are the key self-service functions of the Customer Support Portal? (Choose three.)

A. Community

B. Knowledge Base

C. Open An Incident

D. Service Catalog

Correct Answer:ABD

Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc- type/success/
playbook/self-service-improvement.pdf

Question 24

What should be emphasized when designing solutions? (Choose three.)

A. Minimize customizations

B. Focus Out-of-the-box functionality

C. Design for Scalability

D. Mobile friendly functionality

Correct Answer:BCD

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