ServiceNow Certified Implementation Specialist — Customer Service Management practice questions

1. Question 1 of 25

   Agents and managers cannot create knowledge articles from Community questions.

   • ATrue
   • BFalse

   Show answer

   Correct answer: A

   How others answered

   • A57%
   • B43%

   Only 57% agreed on this answer — treat it as contested rather than settled.

   Explanation

   I think the correct answer is A. There are special roles that CSM managers don't have out of the box and they are called sn_communities.knowledge_harvester, sn_communities.admin, or sn_communities.moderation_admin https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-communities/task/create-knowledge-from-communities.html

   Adapted from community discussion by abrakadabrek · 2023-01-18 · 5 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

   Supporting references

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

   View community discussion4

   Candidate context

   Question 1 discussion

   These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

   1. S

      samuelvilk

      2024-07-02

      Selected A6 upvotes

      Look at the question once again, they are talking about knowledge article creation, not case. A is correct. They can't.

   2. A

      abrakadabrek

      2023-01-18

      5 upvotes

      I think the correct answer is A. There are special roles that CSM managers don't have out of the box and they are called sn_communities.knowledge_harvester, sn_communities.admin, or sn_communities.moderation_admin https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-communities/task/create-knowledge-from-communities.html

   3. G

      Gabriel79

      2023-12-28

      Selected A3 upvotes

      A is correct, agent and managers cannot create knowledge article from community questions, it requires knowledge harvester role, only cases from community questions.

   4. A

      AxelOrtiz

      2023-10-25

      3 upvotes

      A is correct, They can't, check this link of the documentation: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-communities/reference/communities-roles.html Proxy case creator [sn_customerservice.proxy_case_creator] -A community user who can create a customer service case from a community discussion.

2. Question 2 of 25

   Select 3

   Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)

   • ACase playbook for Onboarding
   • BCase playbook for Services
   • CCase playbook for Product Support
   • DCase playbook for Complaints
   • ECase playbook for Billing

   Show answer

   Correct answer: A, C, D

   How others answered

   • ACD100%

   Explanation

   Explain: CSM playbooks are - Case Playbook for Onboarding - Case Playbook for Complaints - Case Playbook for Product Support Source: https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/customer-service-case-playbooks.html

   Adapted from community discussion by sephereth · 2024-04-04 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

   Supporting references

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

   View community discussion4

   Candidate context

   Question 2 discussion

   These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

   1. S

      sephereth

      2024-04-04

      Selected A, C, D2 upvotes

      Explain: CSM playbooks are - Case Playbook for Onboarding - Case Playbook for Complaints - Case Playbook for Product Support Source: https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/customer-service-case-playbooks.html

   2. [

      [Removed]

      2024-04-30

      Selected A, C, D2 upvotes

      ACD is Correct. ( Case Playbook for Onboarding, Case Playbook for Complaints, Case Playbook for Product Support ) https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/customer-service-case-playbooks.html

   3. N

      NokoNice

      2024-04-11

      Selected A, C, D2 upvotes

      ACD is Correct. https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/customer-service-case-playbooks.html

   4. R

      RahulBhor

      2023-06-08

      2 upvotes

      given answer is correct. https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/customer-service-case-playbooks.html

3. Question 3 of 25

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

   • AAgents are automatically proposed catalog items related to the chosen product on the case form
   • BConsumers can track what products they have purchased via the catalog
   • CIt provides a contextual service catalog based on the customer’s subscribed services
   • DCustomer service managers can track the financial cost of customer’s subscribed services and the related requests

   Show answer

   Correct answer: C

   How others answered

   • C87%

   Explanation

   C is Correct. Benefits As a service provider, provide a contextual service catalog based on the subscribed services. As a customer, request additional items related to subscribed services.

   Adapted from community discussion by NokoNice · 2024-04-27 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

   Supporting references

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

   View community discussion4

   Candidate context

   Question 3 discussion

   These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

   1. R

      RahulBhor

      2023-06-08

      Selected C7 upvotes

      https://vceguide.com/what-feature-does-the-product-model-and-catalog-items-relationship-plugin-enable/

   2. N

      NokoNice

      2024-04-27

      Selected C2 upvotes

      C is Correct. Benefits As a service provider, provide a contextual service catalog based on the subscribed services. As a customer, request additional items related to subscribed services.

   3. B

      benny888

      2024-03-09

      Selected C2 upvotes

      https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/create-csm-product-model-items.html

   4. S

      saurabh989

      2023-12-22

      1 upvote

      A is correct. https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-service-management/task/create-csm-product-model-items.html

4. Question 4 of 25

   Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?

   • AThe major case candidate becomes a major case
   • BA new major case is created and the major case candidate is added as a child to the major case
   • CThe major case candidate requires an approval from the major issue manager
   • DThe major case candidate is closed and a new major case is created

   Show answer

   Correct answer: B

   How others answered

   • B88%

   Explanation

   B is the answer. Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/major-candidate-child-case-types.html "If the major case candidate was promoted from an existing case, a major case is created and the candidate case becomes a child case of that parent."

   Adapted from community discussion by KiwiJuice72 · 2024-05-06 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

   Supporting references

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

   View community discussion4

   Candidate context

   Question 4 discussion

   These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

   1. S

      sephereth

      2024-04-11

      Selected B4 upvotes

      Explanation: "These cases are added to the Child Cases related list on the major case form." source: https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/major-candidate-child-case-types.html

   2. R

      RahulBhor

      2023-06-08

      4 upvotes

      given answer is correct https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/major-candidate-child-case-types.html

   3. L

      Lucky62

      2023-12-14

      Selected B3 upvotes

      B is correct. If the major case candidate was promoted from an existing case, a major case is created and the candidate case becomes a child case of that parent.

   4. K

      KiwiJuice72

      2024-05-06

      Selected B2 upvotes

      B is the answer. Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/major-candidate-child-case-types.html "If the major case candidate was promoted from an existing case, a major case is created and the candidate case becomes a child case of that parent."

5. Question 5 of 25

   Select 2

   Which of the following are benefits of customer access management? (Choose two.)

   • AIt defaults the responsibility for access management to the customer service agent.
   • BIt increases security by automatically providing access to case information based on account hierarchy
   • CIt increases automation by automatically granting access to cases based on access to sold product
   • DIt improves the customer experience by enabling related parties to track and collaborate on cases.
   • EIt defaults the responsibility for access management to the customer.

   Show answer

   Correct answer: C, D

   How others answered

   • CD100%

   Explanation

   Improves the customer experience by enabling related parties to track and collaborate on cases Improves operational efficiency by enabling customers to track cases for products and services Increases automation by automatically granting access to cases based on access to sold product https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/customer-access-mgmt.html

   Adapted from community discussion by netvision_g · 2024-08-09 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

   Supporting references

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

   View community discussion4

   Candidate context

   Question 5 discussion

   These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

   1. _

      _ThePhoenix_

      2023-06-25

      Selected C, D6 upvotes

      Correct answer is C, D --> https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/customer-access-mgmt.html

   2. N

      netvision_g

      2024-08-09

      Selected C, D2 upvotes

      Improves the customer experience by enabling related parties to track and collaborate on cases Improves operational efficiency by enabling customers to track cases for products and services Increases automation by automatically granting access to cases based on access to sold product https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/customer-access-mgmt.html

   3. S

      sephereth

      2024-04-11

      Selected C, D1 upvote

      Explanation: - Improves the customer experience by enabling related parties to track and collaborate on cases (D.) - Improves operational efficiency by enabling customers to track cases for products and services - Increases automation by automatically granting access to cases based on access to sold product (C.) Source: https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/customer-access-mgmt.html

   4. L

      LLuis_L

      2024-12-04

      1 upvote

      C&D Customer access management: Improves the customer experience by enabling related parties to track and collaborate on cases Improves operational efficiency by enabling customers to track cases for products and services Increases automation by automatically granting access to cases based on access to sold product https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/customer-access-mgmt.html

6. Question 6 of 25

   Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?

   • ACustomer case manager (sn_customerservice.customer_case_manager)
   • BCustomer account manager (sn_customerservice.customer_account_manager)
   • CCustomer admin (sn_customerservice.customer_admln)
   • DCustomer (sn_customerservice.customer)

   Show answer

   Correct answer: C

   How others answered

   • C100%

   Explanation

   Create customer contacts A contact is a user who is an employee of an account. Use the Customer Service Management application to create contact records. Before you begin Role required: sn_customerservice_manager or admin SOURCE: https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/configure-csm-accounts-contacts.html

   Adapted from community discussion by 123Destiny · 2023-09-18 · 3 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

   Supporting references

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

   View community discussion4

   Candidate context

   Question 6 discussion

   These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

   1. 1

      123Destiny

      2023-09-18

      Selected C3 upvotes

      Create customer contacts A contact is a user who is an employee of an account. Use the Customer Service Management application to create contact records. Before you begin Role required: sn_customerservice_manager or admin SOURCE: https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/configure-csm-accounts-contacts.html

   2. N

      NokoNice

      2023-10-13

      Selected C2 upvotes

      C is correct. https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/configure-csm-accounts-contacts.html

   3. N

      netvision_g

      2024-02-09

      Selected C1 upvote

      https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/reference/r_RolesInstalledWithCustomerService.html

   4. B

      benny888

      2023-09-09

      1 upvote

      C https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/reference/r_RolesInstalledWithCustomerService.html#r_RolesInstalledWithCustomerService__section_uff_bbj_x2b

7. Question 7 of 25

   Select 2

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

   • AClose an upsell of related products and services not yet purchased by a customer
   • BSee the detailed configurations of the products and services deployed for a customer to determine the action needed
   • CTrace Information provided in a case to the right product or service to which it relates
   • DMonitor related operational services and configuration items that affect service health

   Show answer

   Correct answer: B, C

   How others answered

   • BC50%
   • AB43%

   Only 50% agreed on this answer — treat it as contested rather than settled.

   Explanation

   AD is the correct answer CSM Fundamental. The service-aware install base enables organizations to: 1. Model complex products and services with components. 2. Quickly identify products sold and installed. 3. Track related operational services and configuration items that affect service health. 4. View products not yet purchased or deployed by customers.

   Adapted from community discussion by NokoNice · 2023-10-27 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

   Supporting references

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

   View community discussion4

   Candidate context

   Question 7 discussion

   These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

   1. N

      netvision_g

      2024-02-14

      Selected B, C1 upvote

      According to the ServiceNow CSM Fundamental Course, to enable support organizations to efficiently manage customer cases, both agents and customers need to have a common understanding of the products and services being used. For those same support organizations to efficiently manage customer cases, agents need the ability to: 1. Trace information provided in a case to the right product or service to which it relates. 2. See the detailed configurations of the products and services deployed for a customer to determine the action needed. https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/install-base-aw-csm.html https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-service-management/task/configure-install-base.html

   2. N

      NokoNice

      2023-10-27

      2 upvotes

      AD is the correct answer CSM Fundamental. The service-aware install base enables organizations to: 1. Model complex products and services with components. 2. Quickly identify products sold and installed. 3. Track related operational services and configuration items that affect service health. 4. View products not yet purchased or deployed by customers.

   3. N

      Npapir

      2023-08-14

      3 upvotes

      Correct answer is: A, D CSM Fundamentals - Service Aware Install Base

   4. P

      Prozessfux

      2024-09-25

      Selected B, C2 upvotes

      Me and Chat-GPT vote for B, C .. Upselling is not a customer agent task and monitoring doesnt help either.

8. Question 8 of 25

   Select 2

   The case digests feature includes which types of case communication? (Choose two.)

   • ACase Lifecycle Reports
   • BCase Action Summaries
   • CPost Case Reviews
   • DCase Post Mortem

   Show answer

   Correct answer: B, C

   How others answered

   • BC100%

   Explanation

   Explanation: The case digests feature includes two types of case communication: - Case Action Summary: while a case is in progress, agents can send periodic case updates that describe actions taken, next steps, and other case-related information. - Post case review: when the work on a case has been completed, agents can a post case review document that captures details about the issue, such as the root cause, mitigation plan, and preventive actions. Source: https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/task/configure-case-digests.html

   Adapted from community discussion by sephereth · 2024-04-12 · 3 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

   Supporting references

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

   View community discussion4

   Candidate context

   Question 8 discussion

   These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

   1. R

      RahulBhor

      2023-06-08

      Selected B, C8 upvotes

      https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/task/configure-case-digests.html

   2. S

      sephereth

      2024-04-12

      Selected B, C3 upvotes

      Explanation: The case digests feature includes two types of case communication: - Case Action Summary: while a case is in progress, agents can send periodic case updates that describe actions taken, next steps, and other case-related information. - Post case review: when the work on a case has been completed, agents can a post case review document that captures details about the issue, such as the root cause, mitigation plan, and preventive actions. Source: https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/task/configure-case-digests.html

   3. N

      netvision_g

      2024-08-12

      Selected B, C1 upvote

      The case digests feature includes two types of case communication: Case action summary: while a case is in progress, agents can send periodic case updates that describe actions taken, next steps, and other case-related information. Post case review: when the work on a case has been completed, agents can a post case review document that captures details about the issue, such as the root cause, mitigation plan, and preventive actions. Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/configure-case-digests.html

   4. N

      NokoNice

      2024-04-13

      Selected B, C2 upvotes

      BC Is Correct. https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/task/configure-case-digests.html

9. Question 9 of 25

   Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

   • ASet the Agent Experience (What agents see in their Workspace inbox)
   • BDefine Assignment Rules (How to assign work items)
   • CDefine Work Item Queues (Where to route)
   • DConfigure Service Channels (What to route)

   Show answer

   Correct answer: B

   How others answered

   • B71%
   • C29%

   Only 71% agreed on this answer — treat it as contested rather than settled.

   Explanation

   B is the correct answer. Assignment rule: Criteria that determines how work items are pushed to the appropriate agent within a qualified assignment group. https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html

   Adapted from community discussion by NokoNice · 2024-04-21 · 8 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

   Supporting references

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

   View community discussion4

   Candidate context

   Question 9 discussion

   These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

   1. N

      NokoNice

      2024-04-21

      Selected B8 upvotes

      B is the correct answer. Assignment rule: Criteria that determines how work items are pushed to the appropriate agent within a qualified assignment group. https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html

   2. G

      GWCLOUD2023

      2024-07-03

      Selected B3 upvotes

      Assignment rule Criteria that determines how work items are pushed to the appropriate agent within a qualified assignment group. https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html

   3. N

      netvision_g

      2024-08-29

      1 upvote

      About this task After installing the Advanced Work Assignment plugin and any relevant org-specific plugins, the following list outlines the basic planning and configuration steps that you must determine for AWA: Determine what to route – Configure the base service channels to be used. Determine where to route – Define the work item queues and the routing rules, execution order, work item sort order, and strategy. Determine how to assign work items – Define the assignment rules that determine the work items pushed to agents. Determine what the agent sees – Set the inbox card layouts and presence (availability) states that agents use in their Agent Workspace inbox.

   4. B

      benny888

      2024-03-09

      3 upvotes

      The doc seems to cite "Assignment Rules" (Assignment rule; Criteria that determines how work items are pushed to the appropriate agent within a qualified assignment group.)

10. Question 10 of 25

    Select 3

    Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)

    • AAssigned Cases
    • BAgent Affinity
    • CAvailability Today
    • DMatching Skills
    • EAgent History

    Show answer

    Correct answer: A, C, D

    How others answered

    • ACD100%

    Explanation

    Explanation: The default configuration uses the Recommendation for Case Assignment matching rule, which includes three of the four default matching criteria: - Assigned Cases (A.) - Matching Skills (C.) - Availability Today (D.) Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/case-assignment-workbench.html

    Adapted from community discussion by sephereth · 2024-04-13 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation
    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 10 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

    1. R

       RahulBhor

       2023-06-08

       4 upvotes

       Correct Ans https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/case-assignment-workbench.html

    2. S

       sephereth

       2024-04-13

       Selected A, C, D2 upvotes

       Explanation: The default configuration uses the Recommendation for Case Assignment matching rule, which includes three of the four default matching criteria: - Assigned Cases (A.) - Matching Skills (C.) - Availability Today (D.) Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/case-assignment-workbench.html

    3. N

       netvision_g

       2024-08-12

       Selected A, C, D1 upvote

       Configuring the assignment workbench The assignment workbench configuration is stored in a matching rule that is based on the Selection criteria matching type. The default configuration uses the Recommendation for Case Assignment matching rule, which includes three of the four default matching criteria: Availability Today Matching Skills Assigned Cases Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/case-assignment-workbench.html

    4. N

       NokoNice

       2024-04-13

       Selected A, C, D2 upvotes

       ACD is correct. https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/case-assignment-workbench.html

11. Question 11 of 25

    Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

    • AContextual Search
    • BAgent Assist
    • CDynamic Related Records
    • DRecord Information

    Show answer

    Correct answer: C

    How others answered

    • C100%

    Explanation

    Answer: C. Dynamic Related Records Explanation: "This feature displays related records that dynamically change based on the context of the current record or playbook activity." Source: https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/csm-playbooks-viewing-rel-records.html

    Adapted from community discussion by sephereth · 2024-04-16 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 11 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

    1. S

       sephereth

       2024-04-16

       Selected C2 upvotes

       Answer: C. Dynamic Related Records Explanation: "This feature displays related records that dynamically change based on the context of the current record or playbook activity." Source: https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/csm-playbooks-viewing-rel-records.html

    2. N

       NokoNice

       2024-04-14

       Selected C2 upvotes

       C is correct. https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/csm-playbooks-viewing-rel-records.html

    3. N

       netvision_g

       2024-08-12

       Selected C1 upvote

       Dynamic related records: Display related records in the Contextual side panel in CSM Configurable Workspace that dynamically change based on the context of the current record or playbook activity. Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/csm-contextual-related-records.html

    4. R

       RahulBhor

       2023-06-08

       1 upvote

       Correct Ans. https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/csm-playbooks-viewing-rel-records.html

12. Question 12 of 25

    When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

    • ASocial Channels
    • BSocial Profiles
    • CSocial Logs
    • DWork notes
    • EAdditional comments

    Show answer

    Correct answer: C

    How others answered

    • C100%

    Explanation

    Ans should be C - Social Logs Any communication with customers or consumers that takes place through social media is recorded on the Case form in the Social Logs related list. https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/social-media-integration.html

    Adapted from community discussion by RahulBhor · 2023-06-08 · 4 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 12 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

    1. R

       RahulBhor

       2023-06-08

       4 upvotes

       Ans should be C - Social Logs Any communication with customers or consumers that takes place through social media is recorded on the Case form in the Social Logs related list. https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/social-media-integration.html

    2. N

       NokoNice

       2024-04-14

       Selected C3 upvotes

       C is Correct. https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/social-media-integration.html

    3. A

       AO11

       2024-06-01

       Selected C2 upvotes

       Social Logs [sn_app_cs_social_social_log] Stores the details of social media conversations related to cases.

    4. N

       netvision_g

       2024-08-12

       Selected C1 upvote

       The Social Logs related list captures the details of social media conversations. Social Logs [sn_app_cs_social_social_log] Stores the details of social media conversations related to cases. Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/social-media-integration.html

13. Question 13 of 25

    Select 3

    Which roles can propose a case as a Major Case candidate? (Choose three.)

    • AProxy contact (sn_customerservice.proxy_contact)
    • BCustomer case manager (sn_customerservice.customer_case_manager)
    • CCustomer service manager (sn_customerservice_manager)
    • DCustomer service agent (sn_customerservice_agent)
    • EMajor issue manager (sn_majorissue_mgt.major_issue_manager)

    Show answer

    Correct answer: C, D, E

    How others answered

    • CDE100%

    Explanation

    Answer: C. Customer service manager (sn_customerservice_manager) D. Customer service agent (sn_customerservice_agent) E. Major issue manager (sn_majorissue_mgt.major_issue_manager) Explanation: Roles required are: - sn_customerservice_agent (d.) - sn_customerservice.consumer_agent - sn_customerservice_manager (c.) - sn_majorissue_mgt.major_issue_manager (e.) Source: https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-service-management/task/propose-major-case-candidate.htm

    Adapted from community discussion by sephereth · 2024-04-17 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 13 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

    1. S

       sephereth

       2024-04-17

       Selected C, D, E2 upvotes

       Answer: C. Customer service manager (sn_customerservice_manager) D. Customer service agent (sn_customerservice_agent) E. Major issue manager (sn_majorissue_mgt.major_issue_manager) Explanation: Roles required are: - sn_customerservice_agent (d.) - sn_customerservice.consumer_agent - sn_customerservice_manager (c.) - sn_majorissue_mgt.major_issue_manager (e.) Source: https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-service-management/task/propose-major-case-candidate.htm

    2. R

       rotative

       2024-02-11

       Selected C, D, E3 upvotes

       https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-service-management/task/propose-major-case-candidate.html

    3. N

       netvision_g

       2024-08-13

       Selected C, D, E1 upvote

       Users with the customer service agent role can propose an existing customer service case as a major case candidate. Before you begin Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_customerservice_manager, sn_majorissue_mgt.major_issue_manager Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/propose-major-case-candidate.html

    4. N

       NokoNice

       2024-04-15

       Selected C, D, E2 upvotes

       CDE is Correct sn_customerservice_agent, sn_customerservice.consumer_agent, sn_customerservice_manager, sn_majorissue_mgt.major_issue_manager

14. Question 14 of 25

    Select 2

    When working with communication channels, what inbound email flows are available by default? (Choose two.)

    • ACreate case for product
    • BCreate case for asset
    • CUpdate case from forward email
    • DCreate case from email
    • EUpdate case using reply

    Show answer

    Correct answer: D, E

    How others answered

    • DE100%

    Explanation

    -Create case from email when a user sends a new email -Update a case when you use the reply option https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/define-process-incoming-emails.html

    Adapted from community discussion by ftpuser · 2024-04-07 · 4 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion3

    Candidate context

    Question 14 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

    1. F

       ftpuser

       2024-04-07

       Selected D, E4 upvotes

       -Create case from email when a user sends a new email -Update a case when you use the reply option https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/define-process-incoming-emails.html

    2. N

       netvision_g

       2024-09-03

       Selected D, E1 upvote

       Procedure Navigate to All > Customer Service > Flow Designer > Inbound Email Flows. Select a default flow. The available flows are: Create case from email when a user sends a new email Update a case when you use the reply option https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/define-process-incoming-emails.html

    3. N

       netvision_g

       2024-09-03

       1 upvote

       https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/create-rules-incoming-emails-create-assign-cases.html

15. Question 15 of 25

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

    • AIn Progress
    • BOpen
    • CNew
    • DSolution Rejected

    Show answer

    Correct answer: B

    How others answered

    • B100%

    Explanation

    Rejects the solution proposed by the agent after entering the reason for rejecting the solution. The case state changes to Open state. https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/resolve-cases-consumer-portal.html

    Adapted from community discussion by ftpuser · 2024-04-07 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 15 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

    1. F

       ftpuser

       2024-04-07

       Selected B2 upvotes

       Rejects the solution proposed by the agent after entering the reason for rejecting the solution. The case state changes to Open state. https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/resolve-cases-consumer-portal.html

    2. N

       NokoNice

       2024-04-15

       Selected B2 upvotes

       B is correct. https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/resolve-cases-consumer-portal.html#:~:text=Rejects%20the%20solution%20proposed%20by,state%20changes%20to%20Open%20state.

    3. N

       netvision_g

       2024-08-29

       1 upvote

       If the customer rejects the proposed solution, move the case back to the Open state. If the customer rejected the proposed solution from the Customer or Consumer Service Portal, the state of the case automatically updates to Open. Source: https://docs.servicenow.com/bundle/washingtondc-financial-services-operations/page/product/fso-payment-operations/task/propose-solution-inquiry-case.html#:~:text=If%20the%20customer%20rejects%20the,back%20to%20the%20Open%20state.

    4. N

       netvision_g

       2024-08-19

       Selected B1 upvote

       https://docs.servicenow.com/bundle/washingtondc-financial-services-operations/page/product/fso-payment-operations/task/propose-solution-inquiry-case.html#:~:text=If%20the%20customer%20rejects%20the,back%20to%20the%20Open%20state.

16. Question 16 of 25

    Select 2

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

    • AManage cases on behalf of customer service agents
    • BCreate cases on behalf of customers
    • CManage requests on behalf of customer service agents
    • DCreate requests on behalf of customers
    • EManage major incident communication on behalf of a customer service manager

    Show answer

    Correct answer: B, D

    How others answered

    • BD100%

    Explanation

    Answer: B. Create cases on behalf of customers D. Create requests on behalf of customers Explanation: "The proxy contact role enables employees to create cases for customer accounts and contacts. Employees can also be proxy case contacts on behalf of customers." which includes - Create cases on behalf of customers by email, phone, chat, Virtual Agent, and from the Customer Service Portal. (b.) - Create requests on behalf of customers from the Customer Service Portal. (d.) Source: https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-service-management/concept/employee-create-case-for-customer.html

    Adapted from community discussion by sephereth · 2024-04-17 · 4 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 16 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

    1. S

       sephereth

       2024-04-17

       Selected B, D4 upvotes

       Answer: B. Create cases on behalf of customers D. Create requests on behalf of customers Explanation: "The proxy contact role enables employees to create cases for customer accounts and contacts. Employees can also be proxy case contacts on behalf of customers." which includes - Create cases on behalf of customers by email, phone, chat, Virtual Agent, and from the Customer Service Portal. (b.) - Create requests on behalf of customers from the Customer Service Portal. (d.) Source: https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-service-management/concept/employee-create-case-for-customer.html

    2. N

       NokoNice

       2024-04-07

       Selected B, D4 upvotes

       BD is Correct.. Employees with the proxy contact role can do the following: Create cases on behalf of customers by email, phone, chat, Virtual Agent, and from the Customer Service Portal. Create requests on behalf of customers from the Customer Service Portal.

    3. E

       EspindolaGomes

       2024-01-11

       5 upvotes

       BD is right https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-service-management/concept/employee-create-case-for-customer.html

    4. N

       netvision_g

       2024-08-07

       Selected B, D1 upvote

       Employees with the proxy contact role can do the following: Create cases on behalf of customers by email, phone, chat, Virtual Agent, and from the Customer Service Portal. Create requests on behalf of customers from the Customer Service Portal. Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/employee-create-case-for-customer.html

17. Question 17 of 25

    Select 3

    Which ServiceNow products can be integrated out-of-the-box with CSM? (Choose three.)

    • AITOM Event Management
    • BRisk Management
    • CStrategic Portfolio Management
    • DDevOps
    • EFinancial Management

    Show answer

    Correct answer: A, C, E

    How others answered

    • ACE100%

    Explanation

    The correct answer should be A. ITOM Event Management C. Strategic Portfolio Management (apparantly they are not talking about Strategic but Service Portal Management) E. Financial Management https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/integrate-csm-other-applics.html

    Adapted from community discussion by SNOWHERO25 · 2024-06-09 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion3

    Candidate context

    Question 17 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

    1. C

       CLowe

       2024-06-11

       Selected A, C, E3 upvotes

       "Financial" plug-in enable integration. No mention of DevOps in the documentation https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/csm-integration-financial-mgmt.html

    2. S

       Swiper

       2024-07-16

       Selected A, C, E3 upvotes

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

    3. S

       SNOWHERO25

       2024-06-09

       2 upvotes

       The correct answer should be A. ITOM Event Management C. Strategic Portfolio Management (apparantly they are not talking about Strategic but Service Portal Management) E. Financial Management https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/integrate-csm-other-applics.html

18. Question 18 of 25

    Select 3

    What are the Forum User Types? (Choose three.)

    • AAdmin
    • BRegistered
    • CPublic
    • DCustom
    • EModerator

    Show answer

    Correct answer: B, C, D

    How others answered

    • BCD100%

    Explanation

    Types of forum users are: - Public: Public users can view the community without logging in. By default, public users have content_read access to questions and answers in public forums. - Registered: Users who have signed up to the community and accepted the Terms & Conditions. Once logged in, their access to forum content depends on the permissions set up for each specific forum. - Custom: Specific users and user groups that are added as members to the current forum user. - Membership: A group of members who have joined a specific forum. Once logged in, their access to forums depends on the permissions set up for each specific forum. source: https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-communities/task/add-user.html

    Adapted from community discussion by sephereth · 2024-07-31 · 3 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 18 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

    1. S

       sephereth

       2024-07-31

       Selected B, C, D3 upvotes

       Types of forum users are: - Public: Public users can view the community without logging in. By default, public users have content_read access to questions and answers in public forums. - Registered: Users who have signed up to the community and accepted the Terms & Conditions. Once logged in, their access to forum content depends on the permissions set up for each specific forum. - Custom: Specific users and user groups that are added as members to the current forum user. - Membership: A group of members who have joined a specific forum. Once logged in, their access to forums depends on the permissions set up for each specific forum. source: https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-communities/task/add-user.html

    2. L

       LeKat

       2023-11-06

       4 upvotes

       b, c, d is correct - Forum user types are: Registered, Public, Custom, Membership, see link from the docs - Create a forum user: https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-communities/task/add-user.html

    3. N

       NokoNice

       2024-10-10

       Selected B, C, D2 upvotes

       BCD is Correct https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-communities/task/add-user.html

    4. K

       KLASHBHANGE

       2024-10-13

       Selected B, C, D1 upvote

       source: https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-communities/task/add-user.html

19. Question 19 of 25

    What is required to enable the Follow the sun field on the Customer Service Case form?

    • ANothing, it is a standard field
    • BThe value property on the form must be set to true
    • CThe plugin ‘com.snc.csm_time_recording’ needs to be activated
    • DThe value property on the form must be set to true and the field added to the case form

    Show answer

    Correct answer: D

    How others answered

    • D100%

    Explanation

    In the fundamentals course, there is a lab where you are required to add this field to the form and enable it. Therefore, the option D is the one that makes most sense.

    Adapted from community discussion by Ramonf98 · 2023-01-05 · 4 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 19 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

    1. R

       Ramonf98

       2023-01-05

       Selected D4 upvotes

       In the fundamentals course, there is a lab where you are required to add this field to the form and enable it. Therefore, the option D is the one that makes most sense.

    2. 1

       123Destiny

       2023-09-10

       Selected D1 upvote

       Enable the Follow the sun check box on the Customer Service case form by setting the value of the property sn_customerservice.FTS_flag_enabled to true. Configure the form layout to add this field to the Case form. https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.html

    3. A

       alecks_

       2023-09-04

       2 upvotes

       D is correct as of now, just checked the doc here: https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.html

    4. N

       NOW_TT

       2023-05-06

       2 upvotes

       D is the correct one https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.html

20. Question 20 of 25

    Select 2

    The Customer Support Portal default configuration provides the following channels to interact with customers? (Choose two.)

    • AWeb
    • BSocial
    • CChat
    • DEmail

    Show answer

    Correct answer: C, D

    How others answered

    • CD61%
    • AC39%

    Only 61% agreed on this answer — treat it as contested rather than settled.

    Explanation

    Omnichannels for communicating with customers: Chat channel From the Customer Service Portal and Consumer Service Portal, customers can start a chat with a virtual or live agent for help. Email channel With an email channel, customers can send emails to create new cases and update current cases. They can also receive email updates from customer service agents as cases progress. Phone channel External customers can reach out to customer service agents by phone. The Customer Service Management application uses both Computer Telephony Integration (CTI) and OpenFrame to provide phone support for customers.

    Adapted from community discussion by 123Destiny · 2024-09-11 · 3 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 20 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

    1. 1

       123Destiny

       2024-09-11

       Selected C, D3 upvotes

       Omnichannels for communicating with customers: Chat channel From the Customer Service Portal and Consumer Service Portal, customers can start a chat with a virtual or live agent for help. Email channel With an email channel, customers can send emails to create new cases and update current cases. They can also receive email updates from customer service agents as cases progress. Phone channel External customers can reach out to customer service agents by phone. The Customer Service Management application uses both Computer Telephony Integration (CTI) and OpenFrame to provide phone support for customers.

    2. S

       sephereth

       2024-10-17

       Selected C, D2 upvotes

       Answer: C. Chat D. Email Explanation: Omnichannels for communicating with customers includes - Chat (c) - Phone - Email (d) Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html

    3. P

       Pawan220486

       2024-10-22

       3 upvotes

       Answer C & D Explanation: Chat, Email and Phone are correct. Reference : https://docs.servicenow.com/en-US/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html

    4. N

       NOW_TT

       2024-05-06

       3 upvotes

       CD https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html

21. Question 21 of 25

    Select 2

    Who can create a customer service case from a community discussion? (Choose two.)

    • ACustomer service agent (sn_customerservice_agent)
    • BProxy case creator (sn_customerservice.proxy_case_creator)
    • CPartner (sn_customerservice.partner)
    • DCase Viewer (sn_customerservice.case_viewer)

    Show answer

    Correct answer: A, B

    How others answered

    • AB100%

    Explanation

    Who can create cases from discussions or questions? Customer Service Agents. Consumer Service Agents. Customer Service Managers. Users with the sn_customerservice.proxy_case_creator role. Community administrators and moderators will automatically inherit the sn_customerservice.proxy_case_creator role.

    Adapted from community discussion by PappyFox · 2023-11-30 · 3 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 21 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

    1. P

       PappyFox

       2023-11-30

       Selected A, B3 upvotes

       Who can create cases from discussions or questions? Customer Service Agents. Consumer Service Agents. Customer Service Managers. Users with the sn_customerservice.proxy_case_creator role. Community administrators and moderators will automatically inherit the sn_customerservice.proxy_case_creator role.

    2. N

       netvision_g

       2024-08-19

       Selected A, B1 upvote

       Two sets of users can create cases from questions: Customer service agents, consumer service agents, and customer service managers. Users with the sn_customerservice.proxy_case_creator role. Community administrators and community moderators inherit this role. Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-communities/concept/case-management-integration.html

    3. N

       NokoNice

       2024-04-10

       Selected A, B2 upvotes

       AB is correct https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-communities/concept/case-management-integration.html

    4. S

       stophs

       2023-11-24

       Selected A, B2 upvotes

       a and B are correct https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-communities/concept/case-management-integration.html

22. Question 22 of 25

    Select 5

    Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)

    • AHardware assets
    • BFacility assets
    • CConfiguration assets
    • DSoftware licenses assets
    • EEnterprise Software assets
    • FNetwork assets
    • GConsumables assets

    Show answer

    Correct answer: A, B, D, E, G

    How others answered

    • ABDEG100%

    Explanation

    Answer: A. Hardware assets B. Facility assets D. Software licenses assets E. Enterprise Software assets G. Consumables assets Explanation: "The default asset classes are Hardware, Software License, Consumable, Bundle, Software Entitlement, and Facility." Source: https://docs.servicenow.com/en-US/bundle/sandiego-it-service-management/page/product/asset-management/concept/c_AssetClasses.html

    Adapted from community discussion by sephereth · 2023-08-01 · 3 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 22 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

    1. N

       NokoNice

       2023-10-10

       Selected A, B, D, E, G4 upvotes

       ABDEG Is Correct The default asset classes are Hardware, Software License, Consumable, Bundle, Software Entitlement, and Facility. These general classes can be used to manage various assets.

    2. S

       sephereth

       2023-08-01

       Selected A, B, D, E, G3 upvotes

       Answer: A. Hardware assets B. Facility assets D. Software licenses assets E. Enterprise Software assets G. Consumables assets Explanation: "The default asset classes are Hardware, Software License, Consumable, Bundle, Software Entitlement, and Facility." Source: https://docs.servicenow.com/en-US/bundle/sandiego-it-service-management/page/product/asset-management/concept/c_AssetClasses.html

    3. N

       netvision_g

       2024-02-08

       Selected A, B, D, E, G1 upvote

       https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/asset-management/concept/c_AssetClasses.html

    4. X

       Xaxitriz

       2024-09-19

       1 upvote

       Tables (classes) that extend the Asset table, taken straight from sys_db_object.list: - Consumable - Enterprise asset - Enterprise Software Asset - Facility - Hardware - Software License

23. Question 23 of 25

    Select 2

    An Account Relationship is based on a defined account relationship hype. Users with the System Administrator role can define two types of relationships: (Choose two.)

    • APartner-to-customer
    • BAccount-to-customer
    • CAccount-to-account
    • DCustomer-to-Consumer
    • EPartner-to-account

    Show answer

    Correct answer: C, E

    How others answered

    • CE100%

    Explanation

    Answer: C. Account-to-account E. Partner-to-account Explanation: account to relatinoship form fields states: - Account from: "If you are creating the relationship from an account or partner record, this field is automatically filled in" which translates to partner-to-account (e.) - Account to: "he target account for this relationship." which translates to Account-to-account (c.) However, i am not entirely sure if this is correct ¯\_(ツ)_/¯ Source: https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-service-management/task/t_CreateAcctRelationshipRecord.html

    Adapted from community discussion by sephereth · 2023-10-17 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 23 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

    1. S

       sephereth

       2023-10-17

       Selected C, E2 upvotes

       Answer: C. Account-to-account E. Partner-to-account Explanation: account to relatinoship form fields states: - Account from: "If you are creating the relationship from an account or partner record, this field is automatically filled in" which translates to partner-to-account (e.) - Account to: "he target account for this relationship." which translates to Account-to-account (c.) However, i am not entirely sure if this is correct ¯\_(ツ)_/¯ Source: https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-service-management/task/t_CreateAcctRelationshipRecord.html

    2. T

       to_wrobel

       2024-08-01

       Selected C, E2 upvotes

       "An account relationship type defines a relationship that can exist between accounts. Users with the system administrator role can define the following account relationship types: - Account-to-account - Partner-to-account" Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/c_AccountRelationships.html

    3. N

       NokoNice

       2023-10-27

       Selected C, E2 upvotes

       CE is Correct. An Account Relationship is based on a defined account relationship type. Users with the Administrator role (admin) can define two types of relationships: partner-to-account account-to-account

    4. S

       stophs

       2023-05-24

       Selected C, E2 upvotes

       c e https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-service-management/task/t_CreateAcctRelationshipRecord.html

24. Question 24 of 25

    Select 2

    An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used? (Choose two.)

    • AContact
    • BConfiguration Item
    • CBusiness Service
    • DInstall base item
    • ESold product

    Show answer

    Correct answer: D, E

    How others answered

    • DE80%

    Explanation

    Answer: D. Install base item E. Sold product Explanation: Service Entitlement form: - Name - Product - Account - Consumer - Contract - Asset - Active - Channel - Install Base Item (d.) - Sold Product (e.) - Business hours - Start date - End date - Total Units - Remaining Units - Unit - Per unit Source: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/task/c_CreateAnEntitlement.html

    Adapted from community discussion by sephereth · 2023-08-01 · 8 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 24 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

    1. S

       sephereth

       2023-08-01

       Selected D, E8 upvotes

       Answer: D. Install base item E. Sold product Explanation: Service Entitlement form: - Name - Product - Account - Consumer - Contract - Asset - Active - Channel - Install Base Item (d.) - Sold Product (e.) - Business hours - Start date - End date - Total Units - Remaining Units - Unit - Per unit Source: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/task/c_CreateAnEntitlement.html

    2. [

       [Removed]

       2023-10-30

       3 upvotes

       D , E https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/c_CreateAnEntitlement.html

    3. S

       saurabh989

       2023-06-23

       2 upvotes

       DE is the correct information. https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/task/c_CreateAnEntitlement.html

    4. F

       Faizan94

       2024-08-09

       2 upvotes

       D E is correct, E book, if proactive plugin is installed, system could also look for Sold Product and Install base Item

25. Question 25 of 25

    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?

    • ACSM Query Rules
    • BData Policies
    • CFiltered Lists
    • DAccess Types

    Show answer

    Correct answer: A

    How others answered

    • A100%

    Explanation

    Answer: A. CSM Query Rules Explanation: "Query rules are used to filter the records in CSM-related tables that are accessible by users with CSM roles." Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/reference/csm-query-rules.html

    Adapted from community discussion by sephereth · 2024-02-01 · 2 community upvotes. Third-party contribution; reviewed by our quality filter, not independently verified.

    Supporting references

    • docs.servicenow.com documentation
    • docs.servicenow.com documentation
    • docs.servicenow.com documentation
    • docs.servicenow.com documentation

    View community discussion4

    Candidate context

    Question 25 discussion

    These are quality-filtered excerpts from third-party community discussion. They can be useful reasoning signals, but they are not official answers and have not been independently verified by CIS-CSM or CertExamHQ.

    1. S

       sephereth

       2024-02-01

       Selected A2 upvotes

       Answer: A. CSM Query Rules Explanation: "Query rules are used to filter the records in CSM-related tables that are accessible by users with CSM roles." Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/reference/csm-query-rules.html

    2. [

       [Removed]

       2024-04-30

       Selected A2 upvotes

       A is correct ! https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/reference/csm-query-rules.html

    3. N

       netvision_g

       2024-08-08

       Selected A1 upvote

       Query rules are used to filter the records in CSM-related tables that are accessible by users with CSM roles. These filters, which are applied in query business rules and READ ACLs on CSM-related tables, are stored in a metadata table. https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/reference/csm-query-rules.html

    4. R

       RahulBhor

       2023-06-08

       2 upvotes

       given answer is correct. https://docs.servicenow.com/bundle/quebec-customer-service-management/page/product/customer-service-management/reference/csm-query-rules.html

Keyboard:J Kmove between questionsA–Dselect an answerRshow or hide the answer← →change page

CIS-CSM practice, question 1 of 25