CIS-CSM ServiceNow Exam Questions and Free Practice Test

Question 37

What feature does the Product Model and Catalog Items Relationship plugin enable?

A. Agents are automatically proposed catalog items related to the chosen product on the case form

B. Consumers can track what products they have purchased via the catalog

C. It provides a contextual service catalog based on the customer’s subscribed services Most Voted

D. Customer service managers can track the financial cost of customer’s subscribed services and the related requests

Correct Answer:C

Question 38

Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?

A. Service Analytics

B. In-form Analytics Most Voted

C. Case Spotlight

D. CSM Prediction Results

Correct Answer:B

Question 39

Information about a customer’s service contract is found in Knowledge.

A. False

B. True

Correct Answer:A
Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/
customer-service-management/concept/c_ContractsAndEntitlements.html

Question 40

Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)

A. Knowledge articles

B. Service catalog

C. Communities

D. Consumer service portal

E. Customer service portal

Correct Answer:ABC

Question 41

What role does the Engagement Manager play before the Workshop? (Choose two.)

A. Project Manager

B. Acts as intermediary

C. Provides answers to technical problems

D. Assists with technical requirements

Correct Answer:AD

Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI

Question 42

External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

A. webDAV-compilant

B. Web-based

C. WebDAV-versioned

D. Web-configurable

Correct Answer:A

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