Certified Implementation Specialist – Customer Service Management (CIS-CSM) Practice Test

These questions are part of the practice quiz. Start practicing

• How many types of criteria are available for the assignment workbench?
• Predictive Intelligence reduces the number of records needed to accurately predict a value.
• What is the application identifier for the Customer Service with Field Service Management integration plugin?
• How many asset classes are provided to group assets in the platform?
• Case Actor Duration is a metric definition related to which application?
• How many ServiceNow applications can be integrated out-of-the-box with CSM?
• During data import, does ServiceNow automatically adjust field lengths?
• Special Handling Notes can apply to which item based on specific attributes?
• The Community Portal is available to which license type?
• Which of the following should NOT be emphasized when designing solutions?
• Do partner admin contacts have access to data for both partner accounts and customer accounts?
• Which feature enables dynamic routing by comparing cases to groups or individuals?
• Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which decision?
• Which action is NOT supported by the consumer portal out of the box according to the material?
• In CSM, Asset Management is defined as which of the following?
• What action is required to enable agents to create an incident record for a case?
• Which of the following statements is true about the CSM sidebar feature?
• Which statement accurately describes the Deactivate Special Handling Notes Scheduled Job?
• Which plugin code corresponds to Anonymous Connect Support?
• Which of the following reflects the correct mapping in the case to incident field relationship described in the material?
• Which option represents the correct answer for the Major Issue Management capability described in the material?
• External customers can approve which of the following via the customer portals?
• Which role can create a social media log entry for a case?
• Under the default Auto Close Resolved Cases flow, how many days after a non-response is the reminder sent?
• Out-of-the-box. cases are automatically closed after how many days?
• Major Issue Management uses which capability?
• Does the Partner [sn_customerservice.partner] role contain the Customer [sn_customerservice.customer] role?
• In the Customer Service Management space, asset management means which of the following?
• Matching rules enhance assignment capability by which of the following?
• Which statement about the 'Contact Local Time' field on a case form is true?
• What does Walk-Up Experience enable customers to do?
• To enable the Follow the sun field on the Customer Service Case form, what is required?
• What term describes a specific product instance that is supported for a customer?
• Which code snippet corresponds to the Customer Service with Service Management component?
• Which criterion type is used to aggregate multiple matches in the assignment workbench?
• Which statement describes the impact of updating an ITSM record on a related case?
• What is the primary benefit of delivering core functionality early?
• What is the primary purpose of the sidebar feature in the CSM Configurable Workspace?
• Users with which role can create a customer service case from a chat?
• What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
• Which role can view assets belonging to partner accounts?
• Out-of-the-box, the consumer support portal /csp cannot be used for which action?
• Which of the following best describes the primary purpose of matching rules?
• Which action is NOT available when configuring chat for Agent Workspace?
• In the incident record, the Case field 'Contact' is copied to which Incident Field?
• What is the purpose of the Guided Decisions capability?
• Which option is the correct code for the non-Advanced Performance Analytics content pack for Customer Service?
• Is Cost Information on cases included in the Performance Analytics Content Pack for Customer Service?
• Which plugin update activates indicators for multiple Customer Service dashboard plugins including Major Issue Management and Agent Chat?
• Which component is part of Proactive Customer Service Operations?
• Which statement correctly describes data import field length handling in ServiceNow?
• What is a Configuration Item (CI)?
• Which statement is NOT a Critical Success Factor related to CSM Suite Implementations?
• Which tool do customer service agents and field service technicians use to see work schedules and assignments and also add personal events such as meetings or appointments?
• Which statement best describes the sidebar feature in CSM Configurable Workspace?
• Which setting in the CSM Workspace helps view related records alongside the current record?
• Which of the following is true about Knowledge Product Entitlements in terms of benefits?
• Which option is a major case state?
• Cost information on cases is part of the Performance Analytics Content Pack for Customer Service: true or false?
• Information about a customer's service contract is found in Knowledge.
• Which statement best describes Case Spotlight?
• What is the default width in pixels for the Special Handling Notes popup window?
• Which of the following best describes asset management in the context of customer service management?
• Escalated items are identified on lists and forms with color indicators that reflect escalation severity.
• In triage, Predictive Intelligence supports categorization and prioritization. Which one is explicitly listed as a supported decision in the materials?
• What happens when a major case candidate is approved?
• Which of the following is a defined type of account relationship that can be configured by a Sys Admin?
• Which term is defined as a specific product instance that is supported for a customer?
• Is the Customer Service Social Integration plugin activated as part of the Customer Service Management plugin?
• Which feature of the Customer Service Portal is explicitly described as a portal element?
• Contextual Search framework usage is described for which scenario(s)?
• Which statement best describes how the CMDB handles assets and CIs?
• Which of the following statements describes the Demo Data plugin's case type options?
• Special Handling Notes can be applied to which data type out of the box?
• What do blue circles in the timeline of a case form represent?
• Which of the following is part of the pre-engagement collateral?
• Which functionality handles state transitioning for case management in ServiceNow?
• Why does the implementation team need to deliver core functionality to the customer quickly?
• Configuration Items (CIs) are used to capture the configurations for which of the following?
• What is the default channel value when a new case is opened via the Service Catalog in the Customer Service Portal?
• Which of the following is a feature of Customer Service Management?
• Special Handling Notes can be applied out-of-the-box to which entity?
• With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
• Contextual Search framework in knowledge results is used for which of the following scenarios?
• Which practice is recommended when migrating data to multiple ServiceNow instances?
• ____________ is a role for managing all of the cases in an account and any related child accounts.
• Which option lists a non-asset-class item?
• From a service provider's perspective, the cable modem model is what?
• Which statement correctly describes Knowledge Category characteristics?
• Where are the details of social media conversations stored when the channel on a case form is set to Social?
• The statement 'The ServiceNow Communities feature is available only for customers with ServiceNow CSMS licenses' is true or false?
• Which solution should be implemented to display a breakdown dashboard as a pop-up window on the case form?
• What do markers mean on the Case timeline?
• The consumer portal path '/csp' is associated with which of the following features?
• Which combination describes knowledge categories as not shareable across knowledge bases but with multi-level support?
• Which system property enables Knowledge Centered Services for Customer Service Management?
• Which plugin is identified as the Performance Analytics - Content Pack - Customer Service Management - Advanced?
• Predictive Intelligence improves Case management by:
• Advanced Work Assignment uses queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?
• After a major case candidate is approved, what happens to the customer case?
• Which statement best describes the default visibility for a customer with the sn_customerservice.customer role on the portal?
• Which term describes the practice of maintaining knowledge through a structured methodology?
• Which pair correctly lists the channels available by default in the CSP configuration?
• Which of the following is a valid implication of the CSP default configuration?
• Which role is described as assisting consumers with questions, issues, and problems and can belong to multiple agent groups?
• In the Customer Service Portal, which action can be performed by a Partner Admin and NOT by a Partner?
• Entitlements specify the level of service provided to customers.
• Which social media channels are NOT available out-of-box?
• Which feature enables agents to reuse messages by copying them into case or task forms?
• Knowledge entitlements property enabling customers to access knowledge bases related to entitlements is which option?
• If only one user reports content for moderation, the content will be hidden.
• Which of the following is optional when creating a Catalog workflow?
• In Advanced Work Assignment, which component defines where to route the work items?
• Agents and managers cannot create knowledge articles from Community questions.
• Which plugin needs to be activated to support time recording in CSM?
• Which attribute is explicitly used by matching rules to determine assignment?
• Which property enables major issue management to process the SLA asynchronously during child case creation and parent-to-child case synchronization?
• What is a recommended characteristic when designing solutions for scale?
• What is a primary benefit of using Predictive Intelligence for Customer Service Trending Topics?
• What happens to a case when the state of an associated ITSM record (incident, problem, change) is updated?
• Which of the following statements is true about the ServiceNow Communities feature licensing?
• Which of the following is not a major case state?
• Trending Topics helps to identify factors driving case volume by which of the following?
• Which statement is correct about Configuration Items (CIs) and assets in the CMDB?
• Which label corresponds to the Customer Service with Service Management component code?
• Which statement is true about the ability to view knowledge articles in the consumer portal?
• Which statement accurately describes the sidebar feature's purpose?
• Which one is NOT a dependency for the Customer Service Plugin?
• Which two statements about the CSP channels are accurate according to the material?
• Which statement regarding images in Knowledge Articles is a best practice?
• In the context of the CSM sidebar, which option describes the real-time collaboration capability?
• Which of the following is a valid characteristic of advance work assignment when allocating tasks?
• In the outage scenario, what is the customer relationship type?
• Is the property to synchronize parent to child cases automatically enabled by default?
• Which statement best describes asset management in CSM relative to ITSM?
• Which option correctly describes knowledge article versioning?
• Which action would a sn_customerservice.proxy_contact role perform?
• Which statement describes Major Issue Management?
• Which statement is true about access for Partner Admin contacts?
• There is a metric definition named Case Actor Duration related to the Action Status app, used to track the duration a case is blocked or unblocked by various actors.
• Which plugin enables support for activities on task tables?
• Predictive Intelligence Trending Topics helps to quickly pinpoint what driving up case volume?
• From which location in ServiceNow is a case NOT typically created by an agent?
• What is the purpose of marking a role as 'unique' in Account Teams?
• Which three items are listed as features of the Customer Service Portal?
• What does the overflow capability do in Advanced Work Assignment when defined?
• How many active OpenFrame configurations can you have on an instance?
• When are platform changes considered a customization?
• What does entitlement define in customer service management?
• ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend to store the customer's Twitter profile details?
• What is the purpose of the Deactivate Special Handling Notes Scheduled Job?
• Which label corresponds to the Customer Service component with request management?
• Which item should be part of the pre-engagement collateral?
• How can you debug a matching rule or assignment rule?
• In the CSM configurable workspace, which statement about form headers is correct?
• Which of the following can external customers approve in relation to cases via the portals?
• Which code represents the Agent Chat plugin?
• What is the purpose of a Catalog Item variable?
• How many outbound email accounts are supported in Customer Service Management?
• In Service Management, what feature allows end users to create a Case Record directly from a catalog item?
• Which of the following is NOT a Forum User Type?
• Which role is capable of defining two types of account relationships?
• Which plugin provides an integration between Customer Service Management and Field Service Management applications, allowing access to case-related work orders in portals?
• What is the code for the Customer Case Manager role?
• What does KCS stand for in knowledge management within CSM?
• What does CI stand for in ITSM terminology?
• What one of the following is optional when creating a Catalog workflow?
• Which of the following is a direct implication of using Knowledge Product Entitlements?
• What is the primary purpose of the assignment workbench in the CSM?
• Which content pack provides the non-Advanced analytics for Customer Service Management?
• Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
• During which Now Create stage are workshops conducted?
• Leading indicators have which two advantages over lagging indicators?
• Which option describes a feature of the Process Optimization Content Pack for Customer Service Management?
• In the CSM application, which feature is used to filter records in CSM-related tables for users with CSM roles?
• Which statement about asset classes is true?
• Which term describes a group of customers that share a common address and use services together as a unit?
• Which option best describes the purpose of Response Templates in case handling?
• Which action should be performed to remove the Demo Data from a Demo Data Plugin instance before production release?
• Contextual Search framework is used for providing Knowledge search results in which scenario?
• Which criterion triggers a new inbound case?
• Contextual Search framework is used for providing knowledge search results in which scenario?
• Which statement about Knowledge Articles is accurate?
• Which statement best describes the role of the Assignment Workbench?
• Which option best describes the Dynamic Related Records feature?
• Which statement about configuration items (CIs) and assets is correct?
• Which of the following is NOT an out-of-the-box configurable criterion for the Assignment Workbench?
• In the Customer Service Management space what defines the term asset?
• Which statement best describes the effect of Predictive Intelligence Trending Topics on case analysis?
• Which of the following is a code for the Customer Service Social Integration plugin?
• Which of the following is NOT listed as an influencing factor for determining the type of customer support desk structure?
• Which role is able to access both their customer accounts and their partner accounts?
• When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
• Which property defines the width of the Special Handling Notes popup window in ServiceNow?
• External customers can approve changes or requests in relation to cases through portals?
• Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
• Which of the following is true about the Social Profile entity in CSM?
• What is the path to access the consumer portal mentioned in the material?
• Which event triggers the creation of a major case from a major case candidate?
• Which statement is true regarding the integration of external content with a ServiceNow Knowledge base?
• Which capability is described by the CSM Configurable Workspace sidebar for speeding up case resolution?
• Which statement correctly describes the required conditions to enable the Follow the sun field on the Case form?
• In the context of asset data, which statement is true about CSM and ITSM asset tables?
• The form header for the case form can display up to how many levels of values from the case table?
• Which plugin name corresponds to the Targeted Communications content pack?
• Which pair correctly lists the channels provided by the default Customer Support Portal configuration?
• Which of the following is NOT a capability of a user with the sn_customerservice.proxy_contact role?
• Upon self-registration through the Consumer Service Portal, which role is responsible for creating the unique registration code for each account?
• Which of the following is a true statement about the Community Portal's configuration accessibility?
• Which application must be activated to enable customers to check in on-line for future appointments?
• Which of the following is NOT a purpose of Articles?
• Which statement about case lifecycle is accurate according to default behavior?
• In the Field Service Management integration, what can FSM users view on work orders?
• What is required to synchronize fields from a parent to a child case(s)?
• Which outcome is associated with Predictive Intelligence Trending Topics?
• Which statement about viewing knowledge articles in the consumer portal is supported by the material?
• Via the customer and consumer service portals, external customers can approve which of the following?
• Which of the following is a condition for matching rules?
• What is knowledge article versioning?
• In Proactive Customer Service Operations, which additional field could be used as part of entitlements?
• What is Knowledge Centered Services (KCS) best described as?
• Which role cannot update a consumer's record?
• Access to a Knowledge base or Article can be restricted based on a customer's assets and the product models using which of the following?
• True/False: Escalated cases and accounts aren't identified on lists and forms with color indicators that correspond to the escalation severity.
• Which role is NOT listed as able to view a proactive case created from an alert?
• What is the code for the Consumer Agent role?
• During self-registration, which role is responsible for generating the unique registration code for the account?
• To allow incident record creation by agents, which role must be granted?
• Which of the following scenarios would Contextual Search framework improve knowledge discovery for?
• The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
• Which of the following is a condition that matching rules are based on?
• Which of the following is a valid statement regarding the forum user types identified in the study material?
• How does ServiceNow describe asset data handling for CSM compared to ITSM?
• In the Customer Service Management space, an asset is defined as which of the following?
• Which item is explicitly listed as a pre-engagement collateral component in the material?
• In the Agent Whisper function, who is unaware of the special conversation?
• Which option best defines a household entity in a customer service context?
• What module is used to create Case Record Producers?