CIS-CSM ServiceNow Exam Questions and Free Practice Test

Question 25

What criteria can be used to determine when a new inbound case should be opened?

A. When a new customer is created

B. When an internal problem occurs

C. When a customer has a question or issue to resolve

D. When we have new marketing material for a customer

Correct Answer:C

Question 26

How are Service Catalogs and Catalog Items related? (Choose two.)

A. A catalog item can be associated with one or more service catalogs Most Voted

B. Access to catalog items is determined by the service catalog's assigned user criteria

C. Service catalogs may contain multiple catalog items Most Voted

D. A catalog item can only be associated with one service catalog

Correct Answer:AC

Question 27

What is the purpose of a Catalog Item variable?

A. Allows the customer to ask a question

B. Provides hint to the user on the field

C. Opens a chat session with customer support

D. Allows the customer or consumer to qualify their answer

Correct Answer:D

Reference: https://docs.servicenow.com/bundle/orlando-it-service- management/page/product/service- catalogmanagement/task/t_CreateAVariableForACatalogItem.html

Question 28

Which of the following are best practice with regard to data imports? (Choose two.)

A. When importing to multiple instances import to each instance separately.

B. Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.

C. Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.

D. Images embedded in Knowledge Articles should be uploaded separately

Correct Answer:CD

Question 29

What is a limitation regarding synchronization between a case and its associated work order?

A. If information changes on the Case form it is not updated on the Work Order form

B. Updates on a case or work order will only synchronize after the work order is approved

C. When creating a work order from a case only the Account field on the work order form is filed in but not the Company field

D. The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized

Correct Answer:A

Question 30

Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

A. A guaranteed reduction in call volume per month

B. Eliminate the need for more traditional performance analytics

C. Auto-generate clusters of cases that point to similar underlying issues

D. Create root cause solutions for similar cases

Correct Answer:C
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