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

True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.


Options are :

  • False
  • True

Answer :True

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

________________ is a role for managing all of the cases in an account and any related child accounts.


Options are :

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

Answer :Customer case manager [sn_customerservice.customer_case_manager]

Who manages case escalations?


Options are :

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

Answer :A Customer service agent

What is displayed at the top of the case form to provide a visual display of case activites?


Options are :

  • Timeline
  • Gant chart
  • Time serie

Answer :Timeline

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

How can you debug a matching rule / assignment rule?


Options are :

  • "matchinRuleProcessor" script include is the core logic, you can add a breakpoint there
  • Checking matching rules order of execution to look for collisions
  • There is no way to debug a mathing rule/assignment rule
  • You can call the matching engine through background scripts

Answer :"matchinRuleProcessor" script include is the core logic, you can add a breakpoint there Checking matching rules order of execution to look for collisions You can call the matching engine through background scripts

True/False: You can use the Customer Service case timeline with other ServiceNow applications.


Options are :

  • True
  • False

Answer :True

Which table stores customer service case state flows?


Options are :

  • sn_customerservice_sf_flow
  • sn_customerservice_case
  • sn_customerservice_sf_case
  • sn_csm_sf_case

Answer :sn_customerservice_sf_case

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

True/False: Workspace hasn't client scripting limitations as Service Portal.


Options are :

  • False
  • True

Answer :False

True/False: AWA is based on Assignment rules and Mathching rules for user/group assignment to cases.


Options are :

  • True
  • False

Answer :False

Customer Role in B2B model:


Options are :

  • sn_customerservice.customer
  • sn_customerservice.consumer

Answer :sn_customerservice.customer

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

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


Options are :

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

Answer :No

What happens when a case is closed?


Options are :

  • Nothing
  • A survey is sent to the costumer

Answer :A survey is sent to the costumer

Agent and managers usually have the next role assigned:


Options are :

  • snc_external
  • snc_internal

Answer :snc_internal

ServiceNow Certified System Administrator Practice Exam 2019 Set 5

Partner administrator [sn_customerservice.partner_admin] role contains the Customer administrator [sn_customerservice.customer_admin] role?


Options are :

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

Answer :Yes

True/False: In AWA, it is possible to override the default capacity of a service channel for an agent or for a group.


Options are :

  • false
  • true

Answer :true

In Advanced Work Assignment, _______________is the number of work items automatically assigned to agents supporting a service channel.


Options are :

  • capacity
  • max volume

Answer :capacity

ServiceNow Certified System Administrator Practice Exam 2019 Set 10

The Case Report table includes three new calculated metrics: (select the correct ones)


Options are :

  • First contact resolution
  • Reopen count
  • Reassignment count

Answer :First contact resolution Reopen count Reassignment count

In the "Recommendation for case assignment" default Matching Rule, If using the mandatory skills feature, use the __________________________ matching criteria to match agents with the mandatory skills identified for a case.


Options are :

  • Matching Skills - Mandatory Skills Support
  • Matching Skills Mandatory

Answer :Matching Skills - Mandatory Skills Support

The Agent manager [sn_customerservice_manager] role contains the Agent [sn_customerservice_agent] role?


Options are :

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

Answer :Yes

ServiceNow Certified System Administrator Practice Exam 2019 Set 2

In New York there is a new table "Case Report" used in the "Customer Service Manager Dashboard" and others, to use the new dashboards for existing case records, you must perform a one-time data migration, in order to do that is necessesary:


Options are :

  • Run the "CaseDataMigrationForCaseReports" scheduled job.
  • Run the "CaseDataMigrationForCaseReports" Flow Designer flow.

Answer :Run the "CaseDataMigrationForCaseReports" scheduled job.

Use the __________________________ feature to automatically assign work items to your agents, based on their availability, capacity, and optionally, skills. It pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.


Options are :

  • Advance Work Assignment (AWA)
  • Assignment Workbench
  • Matching Rules
  • Assignment Rules

Answer :Advance Work Assignment (AWA)

Where do customer admins go to manage existing contacts for their accounts?


Options are :

  • UI16 "My company contacts" module in "Customer service" application menu
  • The "Contacts" header menu item on the customer service portal

Answer :The "Contacts" header menu item on the customer service portal

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

Can you associate already created inc, prb, change, req with a case?


Options are :

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

Answer :Yes

The Explicit Roles plugin (com.glide.explicit_roles) provides the following roles:


Options are :

  • snc_internal
  • snc_external_employee
  • snc_external
  • snc_employee

Answer :snc_internal snc_external

CSM internal roles: (select correct ones)


Options are :

  • sn_customerservice_manager
  • sn_customerservice_agent
  • sn_customerservice.customer_case_manager
  • sn_customerservice.consumer_agent
  • sn_customerservice.escalation_requester / sn_customerservice.deescalation_requester
  • sn_customerservice.proxy_contact / sn_customerservice.proxy_case_creator

Answer :sn_customerservice_manager sn_customerservice_agent sn_customerservice.consumer_agent sn_customerservice.escalation_requester / sn_customerservice.deescalation_requester sn_customerservice.proxy_contact / sn_customerservice.proxy_case_creator

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

What script include is used to get an agents availability?


Options are :

  • None
  • getAgentAvailability
  • MatchingDimensionAvailability
  • MatchingResourceAvailability

Answer :MatchingDimensionAvailability

___________________________ can specify both skills and mandatory skills for cases and tasks. (select the correct ones)


Options are :

  • Partner admin (sn_customerservice.partner_admin)
  • Customer service managers (sn_customerservice_manager)
  • Customer service agents (sn_customerservice_agent)
  • Field service technicians (wm_agent)
  • Consumer agent (sn_customerservice.consumer_agent)
  • Field service dispatchers (wm_dispatcher)

Answer :Customer service managers (sn_customerservice_manager) Customer service agents (sn_customerservice_agent) Field service technicians (wm_agent) Field service dispatchers (wm_dispatcher)

Is case and account escalation an internal or external process?


Options are :

  • External
  • Internal

Answer :Internal

ServiceNow Certified System Administrator Practice Exam 2019 Set 6

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


Options are :

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

Answer :Yes

Perfomance Analytics comes with PA included in which SKU?


Options are :

  • CSM Standard
  • CSM Professional
  • CSM Enterprise

Answer :CSM Professional

True/False: With "Lookup & Verify" plugin active, if the information of the contact/consumer has already been verified, such as through a customer portal login or authentication by Virtual Agent or by an IVR, the "Verified" check box on the interaction record is enabled.


Options are :

  • False
  • True

Answer :True

ServiceNow Certified System Administrator Practice Exam 2019 Set 6

In Advance Work Assignment, _______________ store specific types of work such as critical cases, etc.


Options are :

  • Work items group
  • Queues
  • Pipelines

Answer :Queues

Where to customer admins go to manage self-registration tasks for their accounts?


Options are :

  • The "Notification" menu item in the header of the CS portal
  • UI16 "My tasks" module in "Customer service" application menu

Answer :The "Notification" menu item in the header of the CS portal

Which of the following is correct about Agent Workspace?


Options are :

  • Agents can use Agent Workspace or the traditional UI view of cases, not both.
  • Agent workspace is not configurable
  • Agent Workspace requires high levels of navigation
  • It provides an integrated and intuitive user experience

Answer :It provides an integrated and intuitive user experience

ServiceNow Certified System Administrator Practice Exam 2019 Set 5

__________________ assists customers and partners with questions, issues, and problems. Creates cases, views and edits cases, and works with customers and subject matter experts to resolve cases.


Options are :

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

Answer :Agent [sn_customerservice_agent]

True/False: The customer case manager role is not automatically added to the sn_customerservice.contact_role_assignment system property. To expose this role to customer and partner administrators, navigate to Customer Service > Administration > Properties and add it to this property.


Options are :

  • True
  • False

Answer :True

In Agent Workspace UI Action, if you want to use "client script" is necessary to use the " workspace client script" field?


Options are :

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

Answer :Yes

ServiceNow - Certified System Administrator CSA - Exam

The __________________ feature enables customer service agents to quickly look up contacts or consumers using information such as the name, phone number, or record number.


Options are :

  • Special Handling Notes
  • Agent assist
  • Lookup and Verify
  • Action Status

Answer :Lookup and Verify

What are the parts of the agent workspace?


Options are :

  • Heads up display for Case info
  • Activity stream
  • Look & Verify
  • Agent assist
  • Session tabs

Answer :Heads up display for Case info Activity stream Look & Verify Agent assist Session tabs

Who is agent workspace geared towards?


Options are :

  • Specific to tier 1 customer service agents
  • Specific to tier 2 customer service agents
  • Specific to tier 3 customer service agents

Answer :Specific to tier 1 customer service agents

ServiceNow Certified System Administrator Practice Exam 2019 Set 6

________________ is a role for searching questions, issues, or problems, can create cases and view and edit existing cases for their own accounts, they can also view a list of assets belonging to their accounts.


Options are :

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

Answer :Customer [sn_customerservice.customer]

In Advance Work Assignment, _______________ is the max number of work items an agent can take one.


Options are :

  • Capacity
  • Capacitance
  • Capability
  • Compromised work
  • commitment

Answer :Capacity

_____________________ is a platform function that provides a layer of artificial intelligence that empowers features and capabilities across ServiceNow applications to provide better work experiences.


Options are :

  • Agent assist
  • Agent workspace
  • Predictive intelligence

Answer :Predictive intelligence

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

What is a difference between Case and Account Escalation templates?


Options are :

  • None
  • Case escalations have the option "add the Case Assignment Group Manager as an approver".

Answer :Case escalations have the option "add the Case Assignment Group Manager as an approver".

Customers and consumers usually have the next role assigned:


Options are :

  • snc_external
  • snc_internal

Answer :snc_external

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