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Sample Questions
Sample Item â Incident Management:
If a parent Incident is updated to reflect a new Assignment Group, Work Notes, and related Problem, which corresponding fields are updated on the child Incident(s)?
- Assignment Group, Work Notes, and related Problem
- Work Notes
- No updates are made to child Incidents
- Assignment Group and Work Notes
Sample Item â Problem Management:
When creating a problem record from an incident record, which element defines the field mapping between the two?
- Create Problem UI action
- ProblemUtils script include
- ProblemV2Util script include
- Problem created from system property (com.sn-problem.create_from_incident.attributes)
Sample Item â Change and Release Management:
Conflict detection in change management can identify conflicts from which of the following reasons?
- The change scheduled is outside of business hours
- Existing scheduled changes to the CI
- The changes schedule does not give appropriate lead time
- The CI is not in the maintenance window
- The change schedule is during blackout periods
Sample Item â Knowledge Management:
Each time a knowledge article is viewed, a record with the user identity and whether the articles was attached to a task, is added to which table?
- Knowledge Search Log [ts_query_kb]
- Knowledge Use [kb_use]
- Knowledge Feedback [kb_feedback]
- Knowledge [kb_knowledge]
Sample Item â Service Catalog / Request Management:
Which one of the following is proper syntax for accessing values of variables from a Record Producer script field?
- g_form.getReference(‘variable_name’)
- g_form.getVariable(‘variable_name’)
- producer.variable_name
- current.variable_name
Sample Item â Configuration Management Database (CMDB):
Which field on a Configuration Item (CI) may be used to route Incidents to the appropriate group to quickly resolve Incidents related to the CI?
- Managed By
- Assignment Group
- Support Group
- Change Control
NEW QUESTION 35
In the Customer Service Management space, what does the term asset management mean?
- A. A set of business activities and processes used to track assets
- B. Tables in the Asset application
- C. Financial, contractual and inventory information of assets
- D. Tracking products or services customers are using
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/asset- management/concept/c_AssetManagement.html
NEW QUESTION 36
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. False
- B. True
Answer: B
NEW QUESTION 37
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
- A. Case
- B. Knowledge Article
- C. Chat
- D. Accounts
Answer: A,D
NEW QUESTION 38
What is the purpose of a Catalog Item variable?
- A. Provides hint to the user on the field
- B. Allows the customer or consumer to qualify their answer
- C. Allows the customer to ask a question
- D. Opens a chat session with customer support
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service- catalog-management/task/t_CreateAVariableForACatalogItem.html
NEW QUESTION 39
_____________________ is a role for agents who assists consumers with questions, issues, and problems.
This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :
- A. Customer administrator [sn_customerservice.customer_admin]
- B. Agent manager [sn_customerservice_manager]
- C. Consumer Agent [sn_customerservice.consumer_agent]
- D. Partner [sn_customerservice.partner]
- E. Agent [sn_customerservice_agent]
- F. Customer case manager [sn_customerservice.customer_case_manager]
Answer: C
NEW QUESTION 40
What should be part of the pre-engagement collateral?
- A. Customer Service roles template
- B. Frequently Asked Questions (FAQ)
- C. Scoping Guide
- D. Stock Keeping Unit (SKU) and pricing sheet
Answer: A
Explanation:
Explanation
NEW QUESTION 41
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Customer
- B. User
- C. Contact
- D. Caller
Answer: C
Explanation:
Explanation
NEW QUESTION 42
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
- A. Product
- B. Asset
Answer: A
NEW QUESTION 43
Which of the following roles cannot update a consumer's record?
- A. admin
- B. sn_customerservice.consumer_agent
- C. sn_customerservice_agent
- D. sn_customerservice_manager
Answer: C
NEW QUESTION 44
Articles can provide the following: (Choose three.)
- A. Share product information
- B. Provide answers and responses to common issues or questions
- C. Document current and known issues
- D. Information about customer's service contract
Answer: A,B,C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/topic/p_KnowledgeManagment.html
NEW QUESTION 45
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Entering question in portal only
- B. None of the above
- C. Both portal question entry and Record Producer
- D. Record Producer only
Answer: D
Explanation:
Explanation
NEW QUESTION 46
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. False
- B. True
Answer: B
NEW QUESTION 47
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
- A. False
- B. True
Answer: B
NEW QUESTION 48
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A. Case Escalation
- B. Case State
- C. Case Categorization
- D. Case Prioritization
Answer: C,D
NEW QUESTION 49
Matching rules enhance assignment capability by ____________________.
- A. Matching best agent by availability
- B. Matching best agent by skill
- C. Providing dynamic matching of cases to groups or individuals
- D. Determining if account is a customer or partner
Answer: B
NEW QUESTION 50
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A. Assists with technical requirements
- B. Acts as intermediary
- C. Provides answers to technical problems
- D. Project Manager
Answer: A,D
NEW QUESTION 51
What are the Forum User Types? (Choose three.)
- A. Public
- B. Moderator
- C. Admin
- D. Custom
- E. Registered
Answer: A,B,E
NEW QUESTION 52
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A. Assists with technical requirements
- B. Acts as intermediary
- C. Provides answers to technical problems
- D. Project Manager
Answer: A,D
Explanation:
Explanation/Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI
NEW QUESTION 53
What is required to synchronize fields from a parent to a child case(s)?
- A. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- B. The role of sn_customerservice.customer_case_manager must be assigned
- C. No action required, this is a standard Customer Service Management feature
- D. Major Issue Management needs to be installed and certain properties enabled
Answer: C
Explanation:
Explanation
NEW QUESTION 54
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
- A. Product
- B. Asset
Answer: A
Explanation:
Explanation
NEW QUESTION 55
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A. Update Case Entitlement
- B. Apply Role by Customer
- C. Change Update to Close
- D. Auto Assessment
Answer: A,D
NEW QUESTION 56
Articles can provide the following: (Choose three.)
- A. Share product information
- B. Provide answers and responses to common issues or questions
- C. Document current and known issues
- D. Information about customer's service contract
Answer: A,B,C
NEW QUESTION 57
What are common types of application record data that are imported during a CSM data migration?
(Choose two.)
- A. Case
- B. Knowledge Article
- C. Chat
- D. Accounts
Answer: A,D
NEW QUESTION 58
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How much does ServiceNow Certified CIS CSM costs
- No of Questions: 85 Questions
- Length of Exam: 85 min
- Types of questions: Performance Based Questions
- Examination Name: ServiceNow Certified CIS CSM
- Passing Score: 60% or higher
- Examination Fees: $400 USD
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