Practice Free CIS-CSM Exam Online Questions
What is included in an account relationship record? Choose 3 answers
- A . Primary contact
- B . Parent/Child related records
- C . The account relationship type that this relationship record is based on
- D . A target account
- E . A source account
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A . Apply Role by Customer
- B . Auto Assessment
- C . Change Update to Close
- D . Update Case Entitlement
B, D
Explanation:
Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/reference/r_BRIWCustomerService.html
Which of the following child case states would cause parent – child case synchronization to fail? Choose 3 answers
- A . Cancelled
- B . Resolved
- C . Awaiting Info
- D . In Progress
- E . Closed
- F . New
What will be the state of a case after a customer rejects the solution proposed by an agent?
- A . In Progress
- B . Open
- C . New
- D . Solution Rejected
To which entities can Special Handling Notes be applied out of the box?
- A . Consumer
- B . Entitlement
- C . Sold Product
What action is required to enable agents to create an incident record for a case?
- A . They must be assigned with the read role for incident
- B . They must be assigned with the itil role
- C . They must be assigned with the snc_intemal role
- D . They must be assigned with the sn_customerservice.itsm_contributor role
Which ServiceNow products can be integrated out-of-the-box with CSM? Choose 3 answers
- A . Risk Wana9emenI
- B . ITOM Event Management
- C . DevOps
- D . Financial Management
- E . Strategic Portfolio Management
B, D, E
Explanation:
https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/integrate-csm-other-applics.html
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
- A . Service Analytics
- B . In-form Analytics Most Voted
- C . Case Spotlight
- D . CSM Prediction Results
Which table must be extended when creating a new case type?
- A . Case (sn_customerservice_case)
- B . Case Task (sn_customerservice_case_task)
- C . Task (task)
- D . Case Type (sn_case_type)
In the Customer Service Management space what defines the term asset?
- A . A physical item
- B . A specific product instance supported for a customer
- C . A product that a company supports
- D . A resource that allows a business service