CIS-CSM ServiceNow Exam Questions and Free Practice Test

Question 43

Articles can provide the following: (Choose three.)

A. Document current and known issues

B. Provide answers and responses to common issues or questions

C. Information about customer’s service contract

D. Share product information

Correct Answer:ABD

Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/topic/p_KnowledgeManagment.html

Question 44

What are common types of application record data that are imported during a CSM data migration? (Choose two.)

A. Knowledge Article

B. Accounts

C. Chat

D. Case

Correct Answer:AB

Question 45

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

A. Manage cases on behalf of customer service agents

B. Create cases on behalf of customers

C. Manage requests on behalf of customer service agents

D. Create requests on behalf of customers

E. Manage major incident communication on behalf of a customer service manager

Correct Answer:BD

Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/
customer-service-management/concept/employee-create-case-for-customer.html

Question 46

What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?

A. Selecting all the groups

B. Selecting none of the groups

C. Missing configuration

D. Misconfigured

Correct Answer:A

Question 47

What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers

A. proactive Case

B. Service-Aware Install Base

C. Service-Aware CMDB

D. Proactive Prevention

E. Service Reporting

F. Service Monitoring

Correct Answer:ABE

Question 48

What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

A. Knowledge and skills required for agents

B. Geographical location of customer

C. Languages spoken by agents

D. Number and type of support tools available

E. Number of customer service portals used

F. Number of agents required

Correct Answer:ACDF

START CIS-CSM EXAM