Practice Free CIS-CSM Exam Online Questions
Why would a customer service manager system administrator create want tabs on a dashboard?
- A . Reports must be categorized by role on each dashboard
- B . To better organize reports and widgets, and make it easier to share widgets
- C . Reports must be categorized by type on each dashboard
- D . There’s a finite number of widgets allowed per dashboard
Partner admin (sn_customerservice.partner_admin) contacts have access to:
- A . Their customer account
- B . Their partner accounts
- C . Both
- D . Neither
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?
- A . The case action status changes to Related Task Updated
- B . The case escalates to an assignment group as defined in the default escalation template
- C . The case work notes are updated automatically
- D . The case displays a special handling note highlighting the update
C
Explanation:
https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/product/problem-management/concept/sync-btwn-inci-prob.html
What are the three main components that make up Proactive Customer Service Operations? Choose 3 answers
- A . proactive Case
- B . Service-Aware Install Base
- C . Service-Aware CMDB
- D . Proactive Prevention
- E . Service Reporting
- F . Service Monitoring
Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)
- A . sn_customerservice_agent
- B . sn_customerservice.customer_admm
- C . sn_customerservice.partner_admin
- D . sn_customerservice_manager
- E . admin
What types of escalation templates can be created? Choose 2 answers
- A . Account
- B . Sold Product
- C . Consumer
- D . Case
HOTSPOT
Match the business rule to its function in the Self-Service Portal.
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-servicemanagement/reference/r_BRIWCustomerService.html
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
- A . Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)
- B . Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)
- C . Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)
- D . Activation of the Customer Service plugin (com.sn_customerservice)