Practice Free CIS-CSM Exam Online Questions
How are consumers related to households?
- A . Household Member table
- B . Location table
- C . Household field on the Consumer record
- D . Consumer are not related to Households
A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer.
Given this scenario, what is the chronological order of case states used to manage this case?
- A . New > Work in Progress > On Hold > Work in Progress > Resolved > Closed
- B . Open > Pending > Work in Progress > Resolved > Closed
- C . New > Open > Work in Progress > Solution Proposed > Closed
- D . New > Open > Awaiting Info > Open > Resolved > Closed
D
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseStates.html
Which of the following best describes how the CSM application uses the Asset table?
- A . CSM uses the Product table instead of the ITSM Asset table
- B . Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM
- C . ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields
- D . CSM uses the Product Model table instead of the ITSM Asset table
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
- A . Open an incident
- B . Viewing knowledge articles
- C . Live chat
- D . Consumer self-registration
D
Explanation:
Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html
How many active OpenFrame configurations can you have on an instance?
- A . 2
- B . Unlimited
- C . 1
- D . 3
B
Explanation:
Reference: https://docs.servicenow.com/bundle/jakarta-customer-service-management/page/product/customer-service-management/task/t_CreateAnOpenFrameConfiguration.html
What are Special Handling Notes used for?
- A . Bring important information about individual records to an agent’s attention
- B . For agents to view articles an attach them to a case
- C . To ensure customers get the service they are entitled to receive
- D . Help agents identify in which time zone a contact is located
Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?
- A . External (snc_external)
- B . Account Contact (sn_cusiometservice.accouni_contactf
- C . Cusiomer(sn_customerservice.customer)
- D . Case Creator (sn_customer service, case creator)
A
Explanation:
https://vceguide.com/which-role-must-b2b-and-b2c-customers-obtain-at-a-minimum-to-access-to-a-servicenow-instance/
When are child cases updated from the parent case?
- A . Clicking on the Child Sync UI
- B . Scheduled Job
- C . Automatically upon update of parent
- D . When the Sync scheduled job runs
An account is a supported external customer and a contact is a user who is an employee of an account.
How many accounts can a contact be associated with?
- A . One
- B . Two
- C . Three
- D . Multiple
Which feature allows for the creation and management of product data and relationships within the CSM application?
- A . Product Model management
- B . Demand Management
- C . Problem Management
- D . Incident Management