ServiceNow Certified CIS CSM Test Exams (New York Release) Set 11

The Assignment workbench configuration is stored in a ____________________ that is based on the "Selection criteria" matching type.


Options are :

  • Matching criteria
  • Assignment rule
  • Matching rule

Answer :Matching rule

True/False: You can create an Assignmet rule for a Matching rule. When the matching rule conditions are met, a case can be routed to a user or a group using the assignment rule.


Options are :

  • False
  • True

Answer :True

CMS/Service Management integration roles (These roles enable agents to view and create incident, problem, change, and request records for customer service cases.):


Options are :

  • sn_incident_read/sn_incident_write
  • sn_wo_read/sn_wo_write
  • sn_problem_read/sn_problem_write
  • sn_change_read/sn_change_write
  • sn_request_read/sn_request_write
  • sn_release_read/sn_release_write

Answer :sn_incident_read/sn_incident_write sn_problem_read/sn_problem_write sn_change_read/sn_change_write sn_request_read/sn_request_write

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

In the Action Status field, ______________ highlights cases that are blocked, such as cases that have open related task records or are waiting for customer feedback. Blocked cases can have the following status: "Blocked by task", "Blocked by customer" & "Blocked internally and by customer".


Options are :

  • A red indicator
  • A blue indicator

Answer :A red indicator

True/False: The "Find agents" icon (Assignment workbench) is available for records in the Open, Awaiting, and Cancelled states, and if the user has write access for the Assigned to field.


Options are :

  • True
  • False

Answer :True

Use _________________ to automatically assign task to users and groups.


Options are :

  • Matching rules
  • Assignment rules

Answer :Assignment rules

ServiceNow Certified System Administrator Practice Exam 2019 Set 5

Communications channels possible to configure in CSM:


Options are :

  • Phone
  • Email
  • Social Media
  • Chat/Virtual Agent

Answer :Phone Email Social Media Chat/Virtual Agent

True/False: With the CSM / Request Management Integration, partners and customer administrators can submit requests on behalf of other accounts or contacts.


Options are :

  • True
  • False

Answer :False

Customize the Consumer Service Portal to support your ______________________ customers.


Options are :

  • business-to-business (B2B)
  • business-to-consumers (B2C)

Answer :business-to-consumers (B2C)

ServiceNow Certified CIS CSM Test Exams (New York Release) Set 2

True/False: Integration with Request Management is supported for the partner and partner administrator flows. The ability to select accounts and contacts for the partner and partner administrator flows is available.


Options are :

  • True
  • False

Answer :False

True/False: With CSM and Domain Separation, changing the domain for an account also changes the domain for all the account related entities.


Options are :

  • True
  • False

Answer :True

Use ___________________________ to track digital services sold to and in use by customers. When Network Operations Center engineers are alerted to a service disruption, they can identify customers affected and propose a case to customer service. Customer service agents can view customers affected and notify them.


Options are :

  • Special Handling Notes
  • Case/Account Escalation
  • Proactive Customer Service Operations
  • Customer Case Action Status

Answer :Proactive Customer Service Operations

ServiceNow Certified CIS CSM Test Exams (New York Release) Set 9

_________________ can request an escalation for a case or account.


Options are :

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

Answer :sn_customerservice.escalation_requester

True/False: Matching rules and assignment rules aren't independent records (there is a synchronization). If you make a change in the "Applies to" component of the matching rule, it is reflected in the assignment rule.


Options are :

  • True
  • False

Answer :False

OOB Several matching criteria are provided with the assignment workbench, for example:


Options are :

  • Matching skills - Mandatory skills support
  • Availability today
  • Assigned cases
  • Matching skills
  • Last assigned

Answer :Matching skills - Mandatory skills support Availability today Assigned cases Matching skills Last assigned

ServiceNow Certified System Administrator Practice Exam 2019 Set 11

With the CSM/Service Management integration an agent can create the following Service Management records:


Options are :

  • Request
  • Problem
  • Incident
  • Work order
  • Change
  • Release

Answer :Request Problem Incident Change

True/False: With CSM and Domain Separation, escalation template records and escalation severity records are domain separated. By default, these records reside in the global domain. When an escalation record is created from a case or account, it is created in the account domain.


Options are :

  • False
  • True

Answer :True

Customer Service Case Action Status plugin?


Options are :

  • com.snc.action_status_csm
  • com.snc.action_status
  • com.snc.csm_action_status

Answer :com.snc.csm_action_status

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

Consumer service portal property: Maximum new cases that a consumer can create per day.


Options are :

  • consumer_max_comments_per_case_daily
  • consumer_max_attachments_per_record
  • consumer_max_products
  • consumer_max_new_cases_daily

Answer :consumer_max_new_cases_daily

True/False: After activate Domain Separation plugin, when the csm_auto_account_domain_generation property is enabled, the Customer Service Management application automatically creates a domain of the same name when a new account is created.


Options are :

  • True
  • False

Answer :True

The social media communication channel is integrated with the following Customer Service Management forms:


Options are :

  • Consumer
  • Account
  • Case activity
  • Case
  • Contact

Answer :Consumer Account Case Contact

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

The CSM Domain Separation support level is?


Options are :

  • Level 1 - Tenant data management
  • Level 3 - Tenant self-managed configuration
  • Data Only
  • Level 2 - Tenant process management

Answer :Level 1 - Tenant data management

True/False: Customer service cases in the Resolved state can be closed automatically if customers do not take any action. This feature uses the Auto Close Resolved Cases Flow Designer flow. This flow is active by default.


Options are :

  • True
  • False

Answer :False

Consumer service portal property: Maximum registered products per consumer.


Options are :

  • consumer_max_attachments_per_record
  • consumer_max_new_cases_daily
  • consumer_max_products
  • consumer_max_comments_per_case_daily

Answer :consumer_max_products

ServiceNow Certified System Administrator Practice Exam 2019 Set 5

True/False: The Case Action Status plugin provides case flows (Actionable Case Flows) that create and resolve blocking tasks for problems associated with cases. To get complete functionality, you must also activate the Customer Service with Service Management plugin (com.sn_cs_sm).


Options are :

  • False
  • True

Answer :True

Reverse matching rules return a list of case sys_ids. Limit the number of cases returned by configuring the number in _____________________________ property. (Default 30)


Options are :

  • reverse.matchingrule.entity.total_results
  • reverse.matchingrule.entity.max
  • reverse.matchingrule.entity.limit

Answer :reverse.matchingrule.entity.limit

True/False: With CSM it is possible to configure an email address specific to a product, then customers can use to create cases related to that product.


Options are :

  • True
  • False

Answer :True

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

Activate Virtual Agent for CSM plugin __________________________ to use the predefined Customer Service Virtual Agent topics (chatbot conversations) designed to help your customers complete common self-service tasks.


Options are :

  • com.glide.cs
  • com.sn_csm.virtualagent
  • com.sn_csm.nlu
  • com.glide.cs.chatbot

Answer :com.sn_csm.virtualagent

True/False: Escalation is an internal process that is not exposed to customers.


Options are :

  • False
  • True

Answer :True

CSM email channel property: The prefix included in the subject line of an email to any of the incoming email addresses that automatically creates a customer service case. Case: is the default prefix.


Options are :

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

Answer :glide.cs.email.new_case_prefix

ServiceNow Certified System Administrator Practice Exam 2019 Set 1

A _______________________ typically manages a case escalation and works directly with the escalated case to resolve the issue.


Options are :

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

Answer :Customer service agent

Proactive Customer Service Operations plugin:


Options are :

  • com.snc.proactive_customer_service_operations
  • com.snc.proactive_cs_ops
  • com.snc.proactive_cs_operations

Answer :com.snc.proactive_cs_ops

In CSM incoming emails can create cases and then these can be assigned automatically, this is done using:


Options are :

  • Inbound Email Flows (Flow Designer)
  • Inbound email actions

Answer :Inbound Email Flows (Flow Designer)

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

An escalation template defines the following information:


Options are :

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

Answer :Escalation type (case or account) Escalation watch list Approval required

The Customer Service Management application uses _________________ to provide phone support for customers. (Select the correct ones)


Options are :

  • Computer Telephony Integration (CTI)
  • Amazon Connect / ServiceNow OOB Integration
  • ServiceNow's Carrier Service
  • OpenFrame

Answer :Computer Telephony Integration (CTI) OpenFrame

External user roles that can create requests:


Options are :

  • sn_customerservice.partner
  • sn_customerservice.customer
  • sn_customerservice.customer_case_manager
  • sn_customerservice.proxy_contact
  • sn_customerservice.customer_admin

Answer :sn_customerservice.partner sn_customerservice.customer sn_customerservice.customer_case_manager sn_customerservice.customer_admin

ServiceNow Certified System Administrator Practice Exam 2019 Set 5

True/False: With Domain Separation in CMS, in partner-customer account relationships where the customer account has child relationships, the partner admin can create a case for the customer account and for the child accounts.


Options are :

  • False
  • True

Answer :False

Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.


Options are :

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

Answer :sn_shn.popup_width

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?


Options are :

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

Answer :Yes

ServiceNow Certified System Administrator Practice Exam 2019 Set 6

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  • Divya
    Can I see these questions in test center?
    Reply