Practice Free CIS-CSM Exam Online Questions
Which of the following is a condition for matching rules?
- A . Agent domain
- B . Assignment
- C . Switching
- D . Specific case attributes
D
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-rules.html
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
- A . True
- B . False
A
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-release-notes/page/release-notes/customer-servicemanagement/communities-rn.html
What are the characteristics of Knowledge Categories?
- A . Shareable across KBs: Yes; Multi-Level: No
- B . Shareable across KBs: No; Multi-Level: Yes
- C . Shareable across KBs: No; Multi-Level: No
- D . Shareable across KBs: Yes; Multi-Level: Yes
What are the advantages of leading indicators over lagging indicators? (Choose two.)
- A . Hard to influence
- B . Prospective Most Voted
- C . Retrospective
- D . Easy to influence
Agents and managers cannot create knowledge articles from Community questions.
- A . True
- B . False
B
Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/task/create-knowledge-article.html
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?
- A . Runs at the end of the month and deactivates all Special Handling notes more than 30 days old
- B . Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week
- C . Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated
- D . Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates
D
Explanation:
Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/concept/c_OnScreenAlerts.html
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
- A . Case Performance
- B . Case Analytics
- C . Case Digest
- D . Case Spotlight
D
Explanation:
Reference: https://docs.servicenow.com/bundle/paris-now-intelligence/page/use/performance-analytics/concept/put-spotlight-on-records.html
What benefits does scoping an application bring? (Choose three.)
- A . CSM teams can move at their desired pace, independent of IT
- B . Provides CSM teams autonomy and control
- C . CSM application data and business logic is protected from changes by other applications
- D . Account records can be changed only while in the CSM scope
- E . Changes in different scopes can be addressed in a single update set
What are the three out-of-the-box playbooks for CSM? Choose 3 answers
- A . Case Playbook for product Support
- B . Case playbook for Onboarding
- C . Case playbook for Billing
- D . Case playbook for Accounts
- E . Case playbook for Complaints
A, B, E
Explanation:
https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/customer-service-case-playbooks.html
When configuring email in Communication Channels, how many outgoing email addresses are supported?
- A . One
- B . Two
- C . Three
- D . Unlimited