ServiceNow Certified CIS CSM Test Exams (New York Release) Set 10

Special handling notes status:


Options are :

  • Active
  • Expired
  • Inactive
  • Completed
  • Pending
  • Open

Answer :Active Expired Inactive

It is possible to use the matchingRulesProcessor class to route tasks to resources rather than resources to tasks, this called "reverse matching". Is this correct?


Options are :

  • Yes
  • Maybe
  • No
  • I don't know

Answer :Yes

With Proactive Customer Service Operations a case can be created: (select the correct ones)


Options are :

  • Automatically (with the configuration of an Alert Rule)
  • Manually

Answer :Automatically (with the configuration of an Alert Rule) Manually

ServiceNow Certified System Administrator Practice Exam 2019 Set 10

True/False: In "case escalation", the escalation SLA is also associated with the case record rather than the escalation record because that is where the agent provides regular updates.


Options are :

  • False
  • True

Answer :True

True/False: Users with the escalation requester role can escalate cases or accounts on behalf of customers or for internal purposes. The escalation process can include an optional approval step where approvers review the request and either approve or reject the escalation.


Options are :

  • False
  • True

Answer :True

The system administrator creates Escalation templates and Escalation severity definitions that control the _________________________.


Options are :

  • Escalation roadmap
  • Escalation process
  • Escalation workflow

Answer :Escalation process

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

True/False: With the CSM/Service Management Integration customers can submit requests from the Customer Service Portal. A case is created for each request.


Options are :

  • True
  • False

Answer :True

CSM email channel property: One of the incoming email addresses that automatically creates a customer service case.


Options are :

  • sn_customerservice.email.create_case_for_non_matched_user
  • glide.cs.email.new_case_prefix
  • glide.cs.email.case_queue_address

Answer :glide.cs.email.case_queue_address

True/False: An account escalation can have multiple associated cases that are assigned to different agents so the escalation record includes an Assigned to field. An account escalation is typically assigned to an escalation manager because account escalations are typically more serious than case escalations.


Options are :

  • True
  • False

Answer :True

ServiceNow Certified System Administrator Practice Exam 2019 Set 5

True/False: Consumers cannot chat with a consumer service agent without logging in to the Consumer Service Portal.


Options are :

  • False
  • True

Answer :False

Escalation SLA usually are based on ________________________


Options are :

  • Escalation severity
  • Account VIP field
  • Case priority
  • Case/account priority

Answer :Escalation severity

Consumer service portal property: Maximum consumer attachable items per record.


Options are :

  • consumer_max_attachments_per_record
  • consumer_max_new_cases_daily
  • consumer_max_comments_per_case_daily
  • consumer_max_products

Answer :consumer_max_attachments_per_record

ServiceNow Certified System Administrator Practice Exam 2019 Set 7

____________________provides a way to integrate the Now Platform with telephony providers to support inbound and outbound calls. With this integration, customer service agents can place and accept calls from customers, quickly identify customers and account information, and capture case-related information.


Options are :

  • OpenFrame
  • Computer Telephony Integration (CTI)

Answer :Computer Telephony Integration (CTI)

Special handling notes property: Display special handling notes only once per session, default True.


Options are :

  • sn_shn.note_preferences
  • sn_shn.popup_width
  • sn_shn.max_num_alerts

Answer :sn_shn.note_preferences

_________________ can de-escalate a case or account. This role contains the sn_customerservice.escalation_requester role.


Options are :

  • sn_customerservice.deescalation_requester
  • sn_customerservice.escalation_admin
  • sn_customerservice.escalation_requester
  • sn_customerservice.escalation_maanger

Answer :sn_customerservice.deescalation_requester

ServiceNow Certified System Administrator Practice Exam 2019 Set 5

Assignment workbench property: Opens the assignment workbench in a new window. The default is False.


Options are :

  • assignment_workbench_no_of_agents
  • assignment_workbench.new.window
  • assignment_workbench.find.agents.title

Answer :assignment_workbench.new.window

True/False: The Assignment Workbench plugin (com.snc.assignment_workbench) is activated as part of Customer Service Management.


Options are :

  • False
  • True

Answer :True

In the Action Status field, ______________ highlights cases that need attention, such as cases that have been updated by customers or internal users and are waiting for input or review.


Options are :

  • A red indicator
  • A blue indicator

Answer :A blue indicator

ServiceNow Certified System Administrator Practice Exam 2019 Set 5

The Case Action Status "Actionable Flows" are flows from the Flow Designer feature?


Options are :

  • No
  • I don't know
  • Yes
  • Maybe

Answer :Yes

True/False: The Case Action Status plugin provides several actionable case flows that create and resolve blocking tasks for different case-related actions. These flows aren't enabled by default. If you want to create blocking tasks for a specific action, activate the associated flow.


Options are :

  • False
  • True

Answer :False

In order to use the CSM / Service Management integration the next plugins must be activated:


Options are :

  • Customer Service Management with Request Management
  • Customer Service Management with Service Management
  • Customer Service Management with Field Service Management
  • Customer Service Management with Financial Management

Answer :Customer Service Management with Request Management Customer Service Management with Service Management

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

True/False: The system administrator can create multiple incoming email addresses that customers can use to communicate with customer service agents. The system administrator can also create one outgoing email address.


Options are :

  • False
  • True

Answer :True

The matching engine can be invoked using the "processAndGetCandidates" method of the _____________________ class. Pass in the task record and the number of resources. The result is an array of resource sys_ids.


Options are :

  • routingRulesProcessor
  • matchingRuleProcessor API
  • matchingResourceProcessor API

Answer :matchingRuleProcessor API

An escalated case or account can be de-escalated?


Options are :

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

Answer :Yes

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

Assignment workbench property: Creates the title for the macro button on the task form. The default is Find Agents


Options are :

  • assignment_workbench_no_of_agents
  • assignment_workbench.find.agents.title
  • assignment_workbench.new.window

Answer :assignment_workbench.find.agents.title

An escalation severity defines the following information:


Options are :

  • Escalation watch list
  • Approval required
  • Escalation type (case or account)
  • Severity level
  • The color that is used to highlight the escalated case or account record

Answer :Severity level The color that is used to highlight the escalated case or account record

"Recommendation for Case Assignment" is the name of the Matching Rule used in the "Assignment workbench"?


Options are :

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

Answer :Yes

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

It is possible that External customers view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals?


Options are :

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

Answer :Yes

True/False: There is a Metric Definition ("Case Actor Duration") related to the Action Status app, As a case gets blocked and unblocked by a customer or an internal user, this metric definition tracks the duration of the case with each of these actors.


Options are :

  • True
  • False

Answer :True

True/False: With CSM and Domain Separation, agents and managers cannot see case or account details until they are assigned to the TOP domain.


Options are :

  • False
  • True

Answer :True

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

True/False: The "Auto Close Resolved Cases" flow, for "Resolved" cases this flows sends a reminder notification after 5 days and after 10 days this flow sends a second reminder and auto-close the case.


Options are :

  • True
  • False

Answer :True

True/False: It's not possible to use Multifactor Authentication for Costumer and Consumer Service Portals


Options are :

  • True
  • False

Answer :False

The assignment workbench uses configurable_________________, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking.


Options are :

  • Matching rules
  • Matching criteria
  • Matching attributes
  • Matching conditions

Answer :Matching criteria

ServiceNow Certified System Administrator Practice Exam 2019 Set 7

Special handling notes property: Maximum number of notes displayed in the Special Handling Notes pop-up window, the default is 20 alerts.


Options are :

  • sn_shn.max_num_alerts
  • sn_shn.popup_width
  • sn_shn.note_preferences

Answer :sn_shn.max_num_alerts

______________________ is a tool that enables CTI capability with telephony service providers, provides a communication frame that agents use to place and receive customer calls.


Options are :

  • OpenFrame
  • Computer Telephony Integration (CTI)

Answer :OpenFrame

Once created, special handling notes can be displayed in different ways: (select the correct ones)


Options are :

  • Embedded list
  • Pop-up window
  • Related list

Answer :Embedded list Pop-up window Related list

ServiceNow Certified CIS CSM Test Exams (New York Release) Set 8

True/False: When creating a request from a case, if the agent chooses a catalog item that is using cart v1 (the use_sc_layout field is not checked), the case is not set as the parent of the request.


Options are :

  • True
  • False

Answer :True

True/False: The "Notify" plugin (with Twilio product) isn't a pre-requisite for CTI.


Options are :

  • False
  • True

Answer :False

True/False: When a request is created from the portal, the system creates a case for the request and sets the "Initiated as request" field to true. This field is read-only for all users.


Options are :

  • True
  • False

Answer :True

ServiceNow Certified System Administrator Practice Exam 2019 Set 11

True/False: The Customer Service Case Action Status plugin (com.snc.csm_action_status) provides a Customer Service-specific application of the Action Status Automation plugin (com.sn_action_status).


Options are :

  • True
  • False

Answer :True

Assignment workbench property: Set this property to 20, 30, or 50 agents. To get better performance, do not use more than 50 agents per page. The default is 30.


Options are :

  • assignment_workbench_no_of_agents
  • assignment_workbench.find.agents.title
  • assignment_workbench.new.window

Answer :assignment_workbench_no_of_agents

An escalation record can be related to both case and an account?


Options are :

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

Answer :No

ServiceNow Certified System Administrator Practice Exam 2019 Set 11

True/False: There is no CSM/Financial Management integration or CSM/Continual Improvement Management integration.


Options are :

  • True
  • False

Answer :False

An _______________________ typically manages an account escalation, which can include multiple associated cases, and records details in the escalation record.


Options are :

  • Partner
  • Customer service agent
  • Escalation manager
  • Customer
  • Consumer

Answer :Escalation manager

True/False: In "Account escalation", the escalation SLA is associate to each case related to the account (considering certain conditions) rather than the escalation record because cases is where the agents provide regular updates.


Options are :

  • True
  • False

Answer :False

ServiceNow Certified System Administrator Practice Exam 2019 Set 3

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