CIS-CSM ServiceNow Exam Questions and Free Practice Test

Question 31

On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)

A. Partner admin

B. Partner contact

C. Customer admin

D. Customer contact

Correct Answer:AC

Question 32

What will be the state of a case after a customer rejects the solution proposed by an agent?

A. In Progress

B. Open Most Voted

C. New

D. Solution Rejected

Correct Answer:B

Question 33

Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)

A. Close an upsell of related products and services not yet purchased by a customer Most Voted

B. See the detailed configurations of the products and services deployed for a customer to determine the action needed Most Voted

C. Trace Information provided in a case to the right product or service to which it relates

D. Monitor related operational services and configuration items that affect service health

Correct Answer:AB

Question 34

The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data. What is this feature?

A. CSM Query Rules

B. Data Policies

C. Access Types

D. Filtered Lists

Correct Answer:A

Question 35

What are Special Handling Notes used for?

A. Bring important information about individual records to an agent's attention

B. For agents to view articles an attach them to a case

C. To ensure customers get the service they are entitled to receive

D. Help agents identify in which time zone a contact is located

Correct Answer:A

Question 36

What is the most efficient way to get cases to be dosed automatically after a few days?

A. Set the property glide.auto.close.cases resolved to true

B. Create a workflow associated with cases with a timer that changes the state after a few days

C. Create a Scheduled job that looks at the resolved_at date

D. Activate the Auto Close Resolved Cases flow

Correct Answer:D

START CIS-CSM EXAM