CIS-CSM ServiceNow Certified Implementation Specialist - Customer Service Management Exam Question and Answers

Partner Admin (sn_customerservice. partner_admin)

Customer Admin (sn_cuslomerservlce.customet_admin)

Customer Service Agent (sn_customerservice_agent)

Consumer Support Agent (sn_customerservice.consumer_agent)

Contextual Search

Agent Assist

Dynamic Related Records

Record Information

Set the property glide.auto.close.cases resolved to true

Create a workflow associated with cases with a timer that changes the state after a few days

Create a Scheduled job that looks at the resolved_at date

Activate the Auto Close Resolved Cases flow

Close an upsell of related products and services not yet purchased by a customer Most Voted

See the detailed configurations of the products and services deployed for a customer to determine the action needed Most Voted

Trace Information provided in a case to the right product or service to which it relates

Monitor related operational services and configuration items that affect service health

Trending Topics

Auto-Responder

Proactive Customer Service Operations

Self-Service Analytics

Individuals

Partners

Contacts

Accounts

Create case for product

Create case for asset

Update case from forward email

Create case from email

Update case using reply

Proactive Prevention

Service-Aware Install Base Most Voted

Service Reporting

Proactive Case Most Voted

Service-Aware CMDB

Service Monitoring

The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner

A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle

Asset management has different use cases for tracking specific products or services customers are using Most Voted

It includes all of the data crucial to support customers as efficiently as possible

A physical item

A specific product instance supported for a customer

A product that a company supports

A resource that allows a business service

Assets Most Voted

Publications Most Voted

Products Most Voted

Contacts

Contracts

Business Location

Walk-Up Experience

Field Service Management

Service Organization

True

False

Installed Products

Install Base Items

Assets

Sold Products

Configuration Items

Publishing the workflow

Defining workflow activities

Approving the workflow

Managing workflow versions

Frequently Asked Questions (FAQ)

Scoping Guide

Customer Service roles template

Stock Keeping Unit (SKU) and pricing sheet

CSM Query Rules

Data Policies

Access Types

Filtered Lists

Multiple child cases can be managed from a parent case as in Major Issue Management

The Administrator can choose which fields to synchronize from parent to child cases

Parent to child cases can be synchronized regardless of which state the case is in

The property to synchronize parent to child cases is automatically enabled

Product Model

Account

Service Contract

Contact

Install Base Item

Web

Catalog

Portal

Virtual Agent

Cases

Related parties

Assets

Social profiles

Sold products

Agent resources best suited to work on a case

Specific routing rules

Filters set up in advanced work assignment

Specific case attributes

They must be assigned with the read role for incident

They must be assigned with the itil role

They must be assigned with the snc_intemal role

They must be assigned with the sn_customerservice.itsm_contributor role

Manage requests

Execute assigned tasks

Close work orders

Manage cases

Manage assets

Cause

Closed

Resolution notes

Closed by

snc_intemai and snc_external

snc_internal and sn_customerservice.consumer_agent

snc_internal and sn_customerservice_agent

snc_external and sn_customerservice.customer

Outsourced Service Providers

Contacts

Internal users

Households

Performance Analytics Spotlight

Scheduled Reporting

Service Level Agreement Tasks

Continual Improvement Management

Customer service manager (sn_customerservice_manager)

System administrator (admin) Most Voted

Customer administrator (sn_customerservice.customer_admin) Most Voted

Partner administrator [sn_customerservice.partner_admon] Most Voted

Service organization administrator (sn_customerservice.service_organization_admin)

Case Playbook for product Support

Case playbook for Onboarding

Case playbook for Billing

Case playbook for Accounts

Case playbook for Complaints

Runs at the end of the month and deactivates all Special Handling notes more than 30 days old

Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week

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

Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates

Close Cases in Resolved state

Auto Close Resolved Cases Most Voted

Resolved to Close State

Move Resolved Cases to Closed

Project Manager

Acts as intermediary

Provides answers to technical problems

Assists with technical requirements

Shareable across KBs: Yes ; Multi-Level: No

Shareable across KBs: No ; Multi-Level: Yes

Shareable across KBs: No ; Multi-Level: No

Shareable across KBs: Yes ; Multi-Level: Yes

The contract and entitlements of an asset dictate whether or not it is stored in the CMDB

The CMDB only tracks CIs, assets cannot be CIs

While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs

The CMDB tracks all assets as configuration items (CIs)

After 3 days

After 5 days

After 1 day

After 7 days

Knowledge Base

Knowledge Base and Category

Knowledge Base, Category and Article

Knowledge Base and Article

One

Two

Three

Unlimited

Imported external articles appear as attachments in ServiceNow

Only applications that allow WebDAV connections can be integrated

The imported article will have the same category it had in the source knowledge base

SharePoint blocks this integration

When a new customer is created

When an internal problem occurs

When a customer has a question or issue to resolve

When we have new marketing material for a customer

Document current and known issues

Provide answers and responses to common issues or questions

Information about customer’s service contract

Share product information

Timed Audits

Service Entitlements

Demand Management

Service Prospecting

Real-time SLAs

Service Contracts

Skills-based routing

Store APPs

XML unloads

Update Sets

Plugins

True

False

Set the Agent Experience

Define Assignment Rules

Define Work Item Queues

Configure Service Channels

The ability for end users to decline survey assignments

Number of survey reminder notifications

Trigger conditions Most Voted

Anonymize responses

Reduced inbound calls from customers Most Voted

Reduction in staff turnover

Major cases can be eliminated as there will be no Impact to customers

Reduced Mean Time To Resolve (MTTR) Most Voted

Guaranteed increase in customer satisfaction

Reduce support costs

Engagement with Customers

Get product feedback

Reduce cost per sales

Increase marketing effectiveness

True

False

Apply Role by Customer

Auto Assessment

Change Update to Close

Update Case Entitlement

Execute

Initiate

Deliver

Plan

Close

sn_customerservice_agent

sn_customerservice.customer_admm

sn_customerservice.partner_admin

sn_customerservice_manager

admin

Agent domain

Assignment

Switching

Specific case attributes

Lets agents and chat supervisors have a conversation without the requester knowing

Lets the chat supervisors have a conversation with the requester without the agent knowing

Lets agents have chat conversations with other agents without the requester knowing

Lets agents and requesters have a conversation without the chat supervisor knowing

Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true

Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms Most Voted

Create an Access control to hide the unnecessary CIs from the itil users

Make a show/hide UI action to show only the desired CIs to the itil users

Product

Asset

Account Management

Responsibility Definitions

Contributor Users

Business Locations

CSM uses the Product table instead of the ITSM Asset table

Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM

ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields

CSM uses the Product Model table instead of the ITSM Asset table

Can view assets belonging to their partner accounts

Can create, view, and edit cases for their partner accounts

Can resolve cases reported by their partner accounts

Can create and update contacts for their partner accounts

Open an incident

Viewing knowledge articles

Live chat

Consumer self-registration

Maybe

No

Yes

I don't know

Their customer account

Their partner accounts

Both

Neither

Reduces call volume

Makes it easier for Agents to manage case volume

Allows access to Knowledge Articles that are related to products owned by a customer

Information about customer’s service contract

The form headers secondary values can only be displayed above the ribbon components

The form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components

The form header for the case form can display five levels of field values from the case table

The form header's primary values can be displayed in the contextual side panel instead of above the ribbon components

Create Contact

Check Case Status Most Voted

Close Case

Get Help with an Order Most Voted

Get Help with an Asset

B2C

B2B

Any configuration item that has been made accessible to customers

A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer

A binding agreement between two parties

A request for assistance made through a chat, phone call, or walk-up