New 2021 Latest Questions CIS-CSM Dumps - Use Updated ServiceNow Exam
Latest CIS-CSM Exam Dumps ServiceNow Exam from Training Expert ExamcollectionPass
Exam Topics of ServiceNow Certified CIS CSM
The following are covered in SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test:
- Business Cases / Use Cases
- Baseline Application Functionality
- Architecture and Security
- Proven Practices for Implementation
Sample Questions
Sample Item â Incident Management:
If a parent Incident is updated to reflect a new Assignment Group, Work Notes, and related Problem, which corresponding fields are updated on the child Incident(s)?
- Work Notes
- No updates are made to child Incidents
- Assignment Group and Work Notes
- Assignment Group, Work Notes, and related Problem
Sample Item â Problem Management:
When creating a problem record from an incident record, which element defines the field mapping between the two?
- Create Problem UI action
- Problem created from system property (com.sn-problem.create_from_incident.attributes)
- ProblemV2Util script include
- ProblemUtils script include
Sample Item â Change and Release Management:
Conflict detection in change management can identify conflicts from which of the following reasons?
- The change scheduled is outside of business hours
- The changes schedule does not give appropriate lead time
- The CI is not in the maintenance window
- Existing scheduled changes to the CI
- The change schedule is during blackout periods
Sample Item â Knowledge Management:
Each time a knowledge article is viewed, a record with the user identity and whether the articles was attached to a task, is added to which table?
- Knowledge Feedback [kb_feedback]
- Knowledge [kb_knowledge]
- Knowledge Search Log [ts_query_kb]
- Knowledge Use [kb_use]
Sample Item â Service Catalog / Request Management:
Which one of the following is proper syntax for accessing values of variables from a Record Producer script field?
- producer.variable_name
- g_form.getVariable(‘variable_name’)
- g_form.getReference(‘variable_name’)
- current.variable_name
Sample Item â Configuration Management Database (CMDB):
Which field on a Configuration Item (CI) may be used to route Incidents to the appropriate group to quickly resolve Incidents related to the CI?
- Change Control
- Assignment Group
- Managed By
- Support Group
Understanding functional and technical aspects of ServiceNow Certified CIS CSM
The following will be asked from you in the SERVICENOW CIS-CSM dumps:
- Value proposition
- Key Performance Indicators and Benchmarks
- Selection of appropriate features and functions to meet business requirements
NEW QUESTION 30
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Community
- B. Open An Incident
- C. Knowledge Base
- D. Service Catalog
Answer: A,C,D
NEW QUESTION 31
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Entering question in portal only
- B. None of the above
- C. Both portal question entry and Record Producer
- D. Record Producer only
Answer: D
Explanation:
Explanation
NEW QUESTION 32
What are the Forum User Types? (Choose three.)
- A. Public
- B. Moderator
- C. Admin
- D. Custom
- E. Registered
Answer: A,B,E
NEW QUESTION 33
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A. Assists with technical requirements
- B. Acts as intermediary
- C. Provides answers to technical problems
- D. Project Manager
Answer: A,D
Explanation:
Explanation/Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI
NEW QUESTION 34
What one of the following is optional when creating a Catalog workflow?
- A. Approving the workflow
- B. Managing workflow versions
- C. Defining workflow activities
- D. Publishing the workflow
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflow- administration/task/t_CrtWkflwNewSvcCtlgItm.html
NEW QUESTION 35
Which of the following are channels? (Choose two.)
- A. Contacts
- B. Article
- C. Web
- D. Chat
Answer: C,D
Explanation:
Explanation
NEW QUESTION 36
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. VIP
- B. Holiday
- C. Domain
- D. Contact
Answer: D
NEW QUESTION 37
How many outbound email accounts are supported in Customer Service Management?
- A. Two
- B. One
- C. One per business service
- D. Unlimited
Answer: B
NEW QUESTION 38
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
- A. False
- B. True
Answer: B
NEW QUESTION 39
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A. Update Case Entitlement
- B. Apply Role by Customer
- C. Change Update to Close
- D. Auto Assessment
Answer: A,D
NEW QUESTION 40
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
- A. False
- B. True
Answer: B
NEW QUESTION 41
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer's Twitter profile details?
- A. Social Profile
- B. Consumer
- C. Account
- D. Not supported
- E. Personnel File
Answer: A
NEW QUESTION 42
What are features of Customer Service Management? (Choose four.)
- A. Demand Management
- B. Service Entitlements
- C. Timed Audits
- D. Service Prospecting
- E. Skills-based routing
- F. Service Contracts
- G. Real-time SLAs
Answer: A,B,E,G
NEW QUESTION 43
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. Nothing, it is a standard field
- B. The value property on the form must be set to true and the field added to the case form
- C. The plugin 'com.snc.csm_time_recording' needs to be activated
- D. The value property on the form must be set to true
Answer: D
Explanation:
Explanation
NEW QUESTION 44
What is the purpose of a Catalog Item variable?
- A. Provides hint to the user on the field
- B. Allows the customer or consumer to qualify their answer
- C. Allows the customer to ask a question
- D. Opens a chat session with customer support
Answer: B
Explanation:
Explanation
NEW QUESTION 45
From what places in SN can an agent create a case? (Choose three.)
- A. Account
- B. Chat
- C. Contact
- D. Customer Service Application
Answer: A,C,D
NEW QUESTION 46
Which of the following are best practice with regard to data imports? (Choose two.)
- A. Images embedded in Knowledge Articles should be uploaded separately
- B. When importing to multiple instances import to each instance separately.
- C. Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.
- D. Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.
Answer: A,B
NEW QUESTION 47
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. False
- B. True
Answer: B
Explanation:
Explanation
NEW QUESTION 48
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
- A. Product
- B. Asset
Answer: A
Explanation:
Explanation
NEW QUESTION 49
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Manage cases on behalf of customer service agents
- B. Create requests on behalf of customers
- C. Create cases on behalf of customers
- D. Manage major incident communication on behalf of a customer service manager
- E. Manage requests on behalf of customer service agents
Answer: B,C
NEW QUESTION 50
Which of the following roles cannot update a consumer's record?
- A. admin
- B. sn_customerservice.consumer_agent
- C. sn_customerservice_agent
- D. sn_customerservice_manager
Answer: C
Explanation:
Explanation
NEW QUESTION 51
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A. Case Escalation
- B. Case State
- C. Case Categorization
- D. Case Prioritization
Answer: C,D
Explanation:
Explanation
NEW QUESTION 52
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. Nothing, it is a standard field
- B. The value property on the form must be set to true and the field added to the case form
- C. The plugin 'com.snc.csm_time_recording' needs to be activated
- D. The value property on the form must be set to true
Answer: D
NEW QUESTION 53
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. VIP
- B. Holiday
- C. Domain
- D. Contact
Answer: B
NEW QUESTION 54
Which social media channels are NOT available out-of-box?
- A. All of the above
- B. None of the above
- C. LinkedIn
- D. Facebook
- E. Twitter
Answer: B
NEW QUESTION 55
......
Updated Test Engine to Practice CIS-CSM Dumps & Practice Exam: https://www.examcollectionpass.com/ServiceNow/CIS-CSM-practice-exam-dumps.html
Pass ServiceNow CIS-CSM PDF Dumps Recently Updated 65 Questions: https://drive.google.com/open?id=1kVb76s-ryd3pyAiCS7bveQtiuEPGb2oF