ServiceNow Certified CIS CSM Test Exams (New York Release) Set 3

____________________ can request an escalation for a case or account.


Options are :

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

Answer :Escalation requester (sn_customerservice.escalation_requester)

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

_________________ includes the privileges of the customer role and adds the following privileges: Create a case on behalf of another contact in the account View a list of cases belonging to the account Edit cases belonging to the account.


Options are :

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

Answer :Customer case manager [sn_customerservice.customer_case_manager]

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


Options are :

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

Answer :No

CSM external roles: (select correct ones)


Options are :

  • sn_customerservice.consumer
  • sn_customerservice.partner
  • sn_customerservice.customer
  • sn_customerservice.customer_admin
  • sn_customerservice.partner_admin
  • sn_customerservice.customer_case_manager

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

ServiceNow Certified System Administrator Practice Exam 2019 Set 6

Partner [sn_customerservice.partner] role contains the Customer [sn_customerservice.customer] role?


Options are :

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

Answer :Yes

It is possible to have more than one Escalation record related to a Case or Account?


Options are :

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

Answer :No

What are the major case states? (Select the correct ones)


Options are :

  • Rejected
  • Proposed
  • Open
  • Accepted
  • New
  • Cancelled

Answer :Rejected Proposed Accepted Cancelled

ServiceNow Certified System Administrator Practice Exam 2019 Set 4

Can agents reject cases assigned to them in AWA?


Options are :

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

Answer :Yes

__________________ is an administrator role for a partner account. This user has access to all the data within the partner account as well as the customer accounts. This user can also manage users for the partner account and for customer accounts.


Options are :

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

Answer :Partner administrator [sn_customerservice.partner_admin]

A single piece of work to be handled by an agent, in Advance Work Assignment is called:


Options are :

  • Work order
  • Work record
  • Work item
  • Work unit
  • Interaction

Answer :Work item

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

True/False: In communities, a permission is a combination of: access types for a forum and access types for a given content type


Options are :

  • True
  • False

Answer :True

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

A forum can be configured in the following ways:


Options are :

  • Membership
  • Public
  • Secret
  • Private

Answer :Membership Public Private

Search for information using the customer portal is enable to:


Options are :

  • Customer admin
  • Customer
  • Partner admin
  • Partner

Answer :Customer admin Customer Partner admin Partner

Consumers and Customers can make requests from Customer and Consumer Service portals?


Options are :

  • No
  • Yes

Answer :Yes

ServiceNow Certified System Administrator Practice Exam 2019 Set 7

___________ enables you to track how your customers and employees are using the portal. The _________________ dashboard provides information about portal visits by your customers and employees, resulting in session counts.


Options are :

  • Portal usage
  • Portal consumption
  • Portal visits

Answer :Portal usage

_____________________ can manage content quality by reducing the inappropriate content that is posted on the community.


Options are :

  • Community moderators
  • Forum moderators

Answer :Community moderators

User with the customer administrator can:


Options are :

  • Create relate a Contact to an Asset
  • Reset a password for a contact
  • Create, enable, or disable contact logins from the customer portal
  • Create and update customer contacts
  • Ceate and update other customer administrators
  • Assign roles to contacts

Answer :Create relate a Contact to an Asset Create, enable, or disable contact logins from the customer portal Create and update customer contacts Assign roles to contacts

ServiceNow Certified System Administrator Practice Exam 2019 Set 4

Case state: The case is assigned to an agent and the agent clicks Accept or an agent opens a case and clicks Assign to me. Both of these actions change the state from New to Open.


Options are :

  • Open
  • Awaiting info
  • Canceled
  • Resolved
  • New
  • Closed

Answer :Open

Encourage users to participate and contribute content in the community by providing incentives in the form of points, achievement levels, and badges:


Options are :

  • Gamification
  • Knowledge harvesting

Answer :Gamification

True/False: Enable the Follow the sun check box on the Customer Service case form by setting the value of the property sn_customerservice.FTS_flag_enabled to true. Configure the form layout to add this field to the Case form.


Options are :

  • True
  • False

Answer :True

ServiceNow Certified System Administrator Practice Exam 2019 Set 5

After proposing a solution, an agent waits for the customer to respond. If the customer clicks Accept Solution, the state changes from Resolved to _______________.


Options are :

  • Open
  • New
  • Canceled
  • Resolved
  • Awaiting info
  • Closed

Answer :Closed

By default, search results in Consumer and Costumer service portal include:


Options are :

  • Blogs
  • Pinned articles.
  • Solved community questions
  • Knowledge articles

Answer :Blogs Pinned articles. Solved community questions Knowledge articles

Community feedback types:


Options are :

  • Helpful
  • Downvote
  • Upvote

Answer :Helpful Upvote

ServiceNow Certified System Administrator Practice Exam 2019 Set 4

True/False: OOB the state field is in the Customer service case form.


Options are :

  • False
  • True

Answer :False

Review and edit the gamification points earned by community users:


Options are :

  • Gamification moderator [sn_gamification.moderator]
  • Gamification administrator [sn_gamification.admin]

Answer :Gamification moderator [sn_gamification.moderator]

Can Customers and Consumers view publications on the Costumer/Consumer service portal?


Options are :

  • No
  • Yes

Answer :Yes

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

True/False: If a request is submitted with a valid registration code, the contactís account information is automatically detected and added to the contact record. The request is then sent to the customer administrator of that account for approval. If an account has multiple customer administrators, they all receive the registration


Options are :

  • True
  • False

Answer :True

True/False: You can only add one knowledge base to a forum. The same knowledge base can be used for multiple forums.


Options are :

  • False
  • True

Answer :True

True/False: In Membership forums, forum title is visible to registered community users. Community users must request membership to get full access to the content in the forum.


Options are :

  • False
  • True

Answer :True

ServiceNow Certified CIS CSM Test Exams (New York Release) Set 5

True/False: If a request is submitted without a registration code or if the code is incorrect, the request is sent to the system administrator, who fills in the account information. Once this information is filled in, the request is sent to the customer administrator of that account for approval.


Options are :

  • True
  • False

Answer :True

Enable the Google Captcha tool on the customer portal self-service portal self-registration form:


Options are :

  • csm.captcha.google.enabled
  • csm.captcha

Answer :csm.captcha.google.enabled

Use pre-defined __________________ with your virtual agent chatbot topics to enable the chatbot to assess the intent of the user input and provide the best response based on the context of the conversation.


Options are :

  • Emotion recognition
  • NLP (Natural Language Processing)
  • NLU (Natural Language Understanding)

Answer :NLU (Natural Language Understanding)

ServiceNow Certified System Administrator Practice Exam 2019 Set 4

There are three components that make up the security settings for forums:


Options are :

  • forums
  • topics
  • forum users
  • roles
  • permissions
  • profiles

Answer :forums forum users permissions

A community user who can harvest knowledge articles from a community. Community administrators, and community moderators inherit this role by default. The knowledge harvester role must be granted to other users:


Options are :

  • Community user [sn_communities.community_user]
  • Knowledge harvester [sn_communities.knowledge_harvester]
  • Proxy case creator [sn_customerservice.proxy_case_creator]

Answer :Knowledge harvester [sn_communities.knowledge_harvester]

OOB communities permissions:


Options are :

  • Event Write and Comment Write
  • Forum Admin
  • Video Read and Comment Write
  • Blog Write and Comment Write
  • Blog read
  • Full Access

Answer :Event Write and Comment Write Forum Admin Video Read and Comment Write Blog Write and Comment Write Blog read Full Access

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

Community members must follow the community rules of conduct. Create _______________________ and them share to build a successful community. Every community user must review and accept the _________________________ before contributing to a community.


Options are :

  • community Terms and Conditions
  • community code of conduct

Answer :community Terms and Conditions

Gamification ______________ allow you to configure points that users receive for activities on the community.


Options are :

  • Rules
  • Badges
  • Tracks
  • Points

Answer :Rules

True/False: For CSM portals, each first call of a portal page starts a session and, at midnight (server time), the system restarts another session. This means that a user cannot have a session longer than 24 hours.


Options are :

  • True
  • False

Answer :True

ServiceNow Certified System Administrator Practice Exam 2019 Set 6

A partner can view:


Options are :

  • Cases opened from a partner account
  • Customer open by an agent for the partner
  • Cases opened for the same account
  • Cases opened by the partner

Answer :Cases opened from a partner account Customer open by an agent for the partner Cases opened for the same account Cases opened by the partner

The system is pre-configured with levels where community users can earn points and achieve expertise or a reputation:


Options are :

  • Topic
  • Global
  • Forum

Answer :Topic Global Forum

Any user who has signed up and accepted the community Terms & Conditions. Their access to forums depends on the permissions set up for each specific forum:


Options are :

  • Community user [sn_communities.community_user]
  • Proxy case creator [sn_customerservice.proxy_case_creator]
  • Knowledge harvester [sn_communities.knowledge_harvester]

Answer :Community user [sn_communities.community_user]

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

True/False: In Communities, "Access types" are used to control access to a forum or a content type (for example: forum administrator, forum moderator, content read, content write). It is recommended that you create your own access types.


Options are :

  • False
  • True

Answer :False

True/False: Gamification moderator can remove points for a user if you observe that they are cheating the gamification system.


Options are :

  • True
  • False

Answer :True

A partner admin can view:


Options are :

  • Cases opened for the same account
  • Cases opened for the partner admin's account

Answer :Cases opened for the same account Cases opened for the partner admin's account

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

True/False: Assigning both external and internal roles to external users can create security issues as well as performance issues.


Options are :

  • False
  • True

Answer :True

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