ServiceNow CIS-CSM Exam Practice Test Instant Access

Question 1

In case management. Parent Child Synchronization allows for which of the following:

ASynchronization of all child cases as well as children of child cases on all levels

BChild cases to be separated from Parent cases and will not be synchronized automatically

CParent cases to automatically generate child cases when all fields are filled out thus, synchronized auto-population

DEnabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case

Answer : C

Question 2

What are the ways the Customer Portal Locale feature can be used?

Choose 2 answers

AEnsure only authenticated users can choose a language/locale on a customer service portal

BForward authenticated and guest users to a translated customer service portal

CRestrict access to a customer service portal based on where a user is physically located

DAllow authenticated and guest users to choose a language/locale on a customer service portal

Answer : B, C

Question 3

Which table does the Account (customer_account) table extend?

ACompany (core company)

BBusiness Location (sn_csm_business_location)

CService Organization (sn_customer_service_organization)

DCustomer (sn_customer_service__customer)

Answer : A

Question 4

What are the recommended good practices when running implementation workshops?

Choose 3 answers

AGuide the customer toward industry best practices

BEnforce customers to adapt their processes towards the baseline processes

CGive the customers the data they need so they can make an informed decision

DAny financial implication of a decision should be handled by the delivery and sales team

EEngage with customers to gain deep understanding of their organization

Answer : A, C, E

Question 5

Which entity represents specific versions of products being sold to and supported for customers?

APortfolio Products

BProduct Categories

CProduct Models

DSold Products

Answer : C

Question 6

Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow's and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

AProactive Prevention

BService-Aware Install Base Most Voted

CService Reporting

DProactive Case Most Voted

EService-Aware CMDB

FService Monitoring

Answer : B, D, F

Question 7

When are any changes to the platform considered a customization?

AWhen they require an implementation spread across all project phases

BIf they are NOT applied through the usage of built-in tools on the Now Platform

CWhen they are solely implemented for a custom application

DWhen there are business demands for custom functionality that is not offered out-of-the-box

Answer : D

ServiceNow Certified Implementation Specialist - Customer Service Management Exam Practice Test