ServiceNow Certified CIS CSM Test Exams (New York Release) Set 1

Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:


Options are :

  • Escalate the chat to virtual agent
  • Create a record, such as an incident or a case
  • Escalate the chat to another agent
  • Respond to questions

Answer :Create a record, such as an incident or a case Escalate the chat to another agent Respond to questions

ServiceNow Certified System Administrator Practice Exam 2019 Set 4

What are the "downticks" on Case Timeline? (At the top of the Case form)


Options are :

  • Agent actions
  • Customer actions

Answer :Customer actions

__________________ is a role for researching questions, issues, or problems, can create cases and view and edit existing cases for products that they have purchased, they can also view a list of their products.


Options are :

  • Consumer [sn_customerservice.consumer]
  • Customer case manager [sn_customerservice.customer_case_manager]
  • Customer administrator [sn_customerservice.customer_admin]
  • Consumer Agent [sn_customerservice.consumer_agent]
  • Partner [sn_customerservice.partner]
  • Partner administrator [sn_customerservice.partner_admin]

Answer :Consumer [sn_customerservice.consumer]

What are the resource matching methods available in a Matching rule?


Options are :

  • Advanced, uses the condition builder
  • Selection Criteria (Matching criteria)
  • Scripted, for custom logic
  • Simple, static user designation

Answer :Advanced, uses the condition builder Selection Criteria (Matching criteria) Scripted, for custom logic Simple, static user designation

ServiceNow Certified System Administrator Practice Exam 2019 Set 6

Partner role in B2B model:


Options are :

  • sn_customerservice.supplier
  • sn_customerservice.partner

Answer :sn_customerservice.partner

Consumer Agent [sn_customerservice.consumer_agent] role contains the Agent [sn_customerservice_agent] role?


Options are :

  • I don't know
  • Yes
  • Can you repeat the question?
  • No
  • Maybe

Answer :No

What happens when a record associated with a case is updated?


Options are :

  • Updates to records associated with a case automatically update the case additional comments.
  • Nothing
  • Updates to records associated with a case automatically update the case work notes.

Answer :Updates to records associated with a case automatically update the case work notes.

ServiceNow Certified System Administrator Practice Exam 2019 Set 10

How do you use UI actions in Agent Workspace?


Options are :

  • Each UI action must be specifically enabled for workspace. You can make it a workspace form button or a workspace menu button.
  • There is nothing necessary to do, UI actions are automatically enable for Workspace.

Answer :Each UI action must be specifically enabled for workspace. You can make it a workspace form button or a workspace menu button.

It is possible to relate a case to more than one change?


Options are :

  • Yes
  • Can you repeat the question?
  • No
  • I don't know
  • Maybe

Answer :No

_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.


Options are :

  • Partner [sn_customerservice.partner]
  • Agent [sn_customerservice_agent]
  • Consumer Agent [sn_customerservice.consumer_agent]
  • Agent manager [sn_customerservice_manager]
  • Customer case manager [sn_customerservice.customer_case_manager]
  • Customer administrator [sn_customerservice.customer_admin]

Answer :Consumer Agent [sn_customerservice.consumer_agent]

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

What happens if you attach Assignment rules to the 'Recommendation for Case Assignment' matching rule record?


Options are :

  • Cases get auto assigned instead of ranked for manual assignment
  • Nothing, it is still necessary a manual assignment

Answer :Cases get auto assigned instead of ranked for manual assignment

Case table (sn_customerservice_case) extends _______________ table.


Options are :

  • Work order
  • Task
  • Service task
  • Planned task
  • Incident

Answer :Task

CSM Data migration tipically contains:


Options are :

  • Historic cases
  • Core information (accounts, partners, costumers, consumers)
  • Attachments (related to cases)

Answer :Historic cases Core information (accounts, partners, costumers, consumers) Attachments (related to cases)

ServiceNow Certified CIS CSM Test Exams (New York Release) Set 7

_________________ is a contextual search option that agents use to search for information. Following options can be enable in this feature: Predictive intelligence, Knowledge, Attachments and Templates


Options are :

  • Agent assist
  • Agent workspace
  • Agent intelligence (Predictive intelligence)

Answer :Agent assist

What are the "upticks" on Case Timeline? (At the top of the Case form)


Options are :

  • Customer actions
  • Agent actions

Answer :Agent actions

What can the Customer Admin do?


Options are :

  • Edit information or roles for existing contacts
  • Manage all data for their accounts
  • Resolve his account cases
  • Approve or reject new contacts

Answer :Edit information or roles for existing contacts Manage all data for their accounts Approve or reject new contacts

ServiceNow Certified System Administrator Practice Exam 2019 Set 7

The ________________________________ application enables administrators to designate the knowledge bases and knowledge articles that customers can view from the Customer Service Portal.


Options are :

  • Knowledge Management Advance
  • Knowledge Product Entitlements
  • Knowledge Management

Answer :Knowledge Product Entitlements

Advance work assignment roles: (select the correct ones)


Options are :

  • awa_agent
  • awa_integration_user
  • awa_user
  • awa_manager
  • awa_admin

Answer :awa_agent awa_integration_user awa_manager awa_admin

What do "blue circles" mean on the Case timeline?


Options are :

  • Action status changes
  • State changes
  • Case activities

Answer :State changes

ServiceNow Certified System Administrator Practice Exam 2019 Set 7

True/False: When the "Lookup and Verify" plugin is active, actions "Lookup Consumer" and "Lookup Contact" are enabled by default in Agent Workspace.


Options are :

  • false
  • true

Answer :false

_______________ is a role for who is serving customer accounts, can create a case for their own account or on behalf of a customer account, can also view or edit existing cases for their own account or for customer accounts.


Options are :

  • Customer [sn_customerservice.customer]
  • Consumer [sn_customerservice.consumer]
  • Customer case manager [sn_customerservice.customer_case_manager]
  • Customer administrator [sn_customerservice.customer_admin]
  • Partner administrator [sn_customerservice.partner_admin]
  • Partner [sn_customerservice.partner]

Answer :Partner [sn_customerservice.partner]

Customer case manager [sn_customerservice.customer_case_manager] role contains the Customer [sn_customerservice.customer] role?


Options are :

  • No
  • Can you repeat the question?
  • Yes
  • I don't know
  • Maybe

Answer :Yes

ServiceNow Certified CIS CSM Test Exams (New York Release) Set 4

Activate the CSM Lookup and Verify (_____________________) plugin to enable the lookup and verify feature. This plugin provides the configuration for contact and consumer lookup as well as Lookup Contact and Lookup Consumer UI actions that can be added to the interaction record.


Options are :

  • com.snc.sn_customerservice_lookup_verify
  • com.snc.sn_csm_lookup_and_verify
  • com.snc.sn_cs_lookup_verify
  • com.snc.sn_csm_lookup_verify

Answer :com.snc.sn_csm_lookup_verify

______________________ is a user who can create a case from a community discussion.


Options are :

  • Escalation requester (sn_customerservice.escalation_requester)
  • Consumer Agent [sn_customerservice.consumer_agent]
  • Agent manager [sn_customerservice_manager]
  • Agent [sn_customerservice_agent]
  • Proxy case creator [sn_customerservice.proxy_case_creator]
  • De-escalation requester (sn_customerservice.deescalation_requester)

Answer :Proxy case creator [sn_customerservice.proxy_case_creator]

__________________ is a customer service agent with the additional responsibility for managing agents or agent groups and overriding agent actions.


Options are :

  • Agent manager [sn_customerservice_manager]
  • Agent [sn_customerservice_agent]
  • Consumer Agent [sn_customerservice.consumer_agent]
  • Proxy case creator [sn_customerservice.proxy_case_creator]
  • De-escalation requester (sn_customerservice.deescalation_requester)
  • Escalation requester (sn_customerservice.escalation_requester)

Answer :Agent manager [sn_customerservice_manager]

ServiceNow Certified System Administrator Practice Exam 2019 Set 2

True/False: With Mandatory Skills active, when assigning cases, work orders, and work order tasks, the assignment tools consider the mandatory skills, filter out agents and technicians who do not have these skills, and then rank the remaining agents.


Options are :

  • True
  • False

Answer :True

In Advanced Work Assignment, _________________ is the condition that identifies the work item states supported in the channel.


Options are :

  • commitment
  • utilization

Answer :utilization

_______________________ is an administrator role for a customer account. This user has access to all the data within the account.


Options are :

  • Customer case manager [sn_customerservice.customer_case_manager]
  • Customer [sn_customerservice.customer]
  • Customer administrator [sn_customerservice.customer_admin]
  • Consumer [sn_customerservice.consumer]
  • Partner administrator [sn_customerservice.partner_admin]
  • Partner [sn_customerservice.partner]

Answer :Customer administrator [sn_customerservice.customer_admin]

ServiceNow Certified System Administrator Practice Exam 2019 Set 3

What is the default matching rule for case routing?


Options are :

  • None
  • Recommendation for case assignment
  • Recommendation for customer service case assignment

Answer :Recommendation for case assignment

Agent Workspace roles: (select the correct ones)


Options are :

  • workspace_agent
  • workspace_list_admin
  • workspace_user
  • workspace_consumer
  • workspace_admin
  • agent_workspace_user

Answer :workspace_list_admin workspace_user workspace_admin agent_workspace_user

What do "markers" mean on the Case timeline?


Options are :

  • State changes
  • Action status changes
  • Case activities

Answer :Case activities

ServiceNow Certified System Administrator Practice Exam 2019 Set 5

Can agents add or remove mandatory skills ?


Options are :

  • Maybe
  • Yes
  • No

Answer :No

Who manages account escalations?


Options are :

  • A Customer service agent
  • An account manager and team (escalation manager)

Answer :An account manager and team (escalation manager)

In CSM agent workspace supports which views?


Options are :

  • Service Management Workspace
  • Workspace
  • CSM Workspace

Answer :Workspace CSM Workspace

ServiceNow Certified System Administrator Practice Exam 2019 Set 7

Use the _________________________ feature to identify any skills that are required for agents and technicians to work on customer service cases and field service work orders and tasks. Then assign cases and tasks to agents and technicians who have those required skills.


Options are :

  • "Must" skills
  • Necessary Skills
  • Skills
  • Mandatory skills

Answer :Mandatory skills

__________________ typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups


Options are :

  • Consumer Agent [sn_customerservice.consumer_agent]
  • Agent manager [sn_customerservice_manager]
  • Escalation requester (sn_customerservice.escalation_requester)
  • De-escalation requester (sn_customerservice.deescalation_requester)
  • Proxy case creator [sn_customerservice.proxy_case_creator]
  • Agent [sn_customerservice_agent]

Answer :Agent [sn_customerservice_agent]

Can custom URLs be used for customer portals?


Options are :

  • Yes, requires a Proxy configuration.
  • No
  • Yes; requires plugin (com.snc.customurl)

Answer :Yes; requires plugin (com.snc.customurl)

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

What happens when you update the escalation form?


Options are :

  • Emails are sent to the current user and to the watchlist users
  • Emails are sent to the watchlist users
  • Whatsapp messages are sent to the current user and to the watchlist users
  • Emails are sent to the current user.

Answer :Emails are sent to the current user and to the watchlist users

Which of the following roles can specify both skills and mandatory skills for cases and tasks?


Options are :

  • Field service technician
  • Customer service manager
  • Customer admin
  • Field service dispatcher
  • Customer service agent
  • Partner admin

Answer :Field service technician Customer service manager Field service dispatcher Customer service agent

Escalation requester (sn_customerservice.escalation_requester) role contains the Consumer Agent [sn_customerservice.consumer_agent] role?


Options are :

  • No
  • Can you repeat the question?
  • I don't know
  • Yes
  • Maybe

Answer :Yes

ServiceNow Certified System Administrator Practice Exam 2019 Set 4

____________________ can de-escalate a case or account.


Options are :

  • Escalation requester (sn_customerservice.escalation_requester)
  • Agent [sn_customerservice_agent]
  • De-escalation requester (sn_customerservice.deescalation_requester)
  • Proxy case creator [sn_customerservice.proxy_case_creator]
  • Agent manager [sn_customerservice_manager]
  • Consumer Agent [sn_customerservice.consumer_agent]

Answer :De-escalation requester (sn_customerservice.deescalation_requester)

Case state options are:


Options are :

  • Closed
  • Resolved
  • New
  • Awaiting info
  • Cancelled
  • Open

Answer :Closed Resolved New Awaiting info Open

True/False: In AWA, you can use the "Assignment Eligibility" related link (in Queue record) to expand the pool of agents eligible to work on items in the queue when other agents are busy or unavailable.


Options are :

  • True
  • False

Answer :True

ServiceNow Certified System Administrator Practice Exam 2019 Set 7

How do you escalate or descalate an account or case?


Options are :

  • Use the (de)escalate related links or button
  • Use the "new" button in Escalations (All) list.
  • Make a request in Service Catalog

Answer :Use the (de)escalate related links or button

What should you return from an Aggregate criteria?


Options are :

  • A list of cases
  • A list of skills
  • A set of users

Answer :A set of users

Comment / Suggestion Section
Point our Mistakes and Post Your Suggestions