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

Roles which need to be shown in the reference qualifier for the Account Relationship Access table [sn_customerservice_account_relationship_access] are stored in the ______________________ property.


Options are :

  • sn_customerservice.contact_role_assignment
  • sn_customerservice.account_relationship_access_roles

Answer :sn_customerservice.contact_role_assignment

Moderate content associated with the community:


Options are :

  • Moderation administrator [sn_communities.moderation_admin]
  • Community moderator [sn_communities.community_moderator]
  • Community administrator [sn_communities.admin]
  • Forum moderator [sn_communities.forum_moderator]
  • Forum administrator [sn_communities.forum_admin]

Answer :Community moderator [sn_communities.community_moderator]

ServiceNow Certified System Administrator Practice Exam 2019 Set 7

The ___________________________________ system property enables the Customer Visible field for the tables listed below. By default, this property is set to false. When set to true, the system uses the setting in the Customer Visible field to determine access to product model data on the Customer Service Portal.


Options are :

  • csm_cmdb_model.customer_visible_flag
  • sn_customerservice.use_asset_contact_relationship

Answer :csm_cmdb_model.customer_visible_flag

True/False: There are ATF Quick start tests for Communities.


Options are :

  • True
  • False

Answer :True

If the agent requests additional information from the customer, the state changes to _______________________


Options are :

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

Answer :Awaiting info

ServiceNow Certified System Administrator Practice Exam 2019 Set 11

"Type" of cases that a customer can create from Customer Service Portal:


Options are :

  • Order case
  • Product case
  • Install base case

Answer :Order case Product case Install base case

A costumer can view:


Options are :

  • Cases opened by the customer
  • Customer open by an agent for the customer
  • Other cusomter cases

Answer :Cases opened by the customer Customer open by an agent for the customer

A community user can be subscribed to_____________________, You are automatically subscribed to content that you create.


Options are :

  • Questions
  • Forums
  • Videos
  • Blogs
  • Topics
  • Events

Answer :Questions Forums Videos Blogs Topics

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

True/False: Activating the Explicit Roles plugin assigns the snc_internal user role to all existing users in the instance, including any external users added before the Explicit Roles plugin was activated.


Options are :

  • True
  • False

Answer :True

For a Customer administrator, in order to approve a registration request from a user that was submitted from the Customer Service Portal with an invalid registration code, is necessary to go to:


Options are :

  • "Customer Service > Administration > Pending Contact Registrations" module in UI16
  • "Approval" menu option in Customer portal

Answer :"Customer Service > Administration > Pending Contact Registrations" module in UI16

A costumer admin can view:


Options are :

  • Cases opened for different accounts as the costumer admin's account
  • Cases opened for the same account as the costumer admin's account

Answer :Cases opened for the same account as the costumer admin's account

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

Can view all cases:


Options are :

  • Customer service manager
  • Customer service admin
  • Customer service agent

Answer :Customer service manager Customer service admin Customer service agent

True/False: The Model Categories table (cmdb_model_category) have a Customer Visible field. With the csm_cmdb_model.customer_visible_flag you can restrict the visibility of product model categories to customers.


Options are :

  • True
  • False

Answer :False

True/False: To improve search results for community members using external search engines, the Communities application generates SEO meta tags and injects the tags into questions, topics, forums, and other page types.


Options are :

  • True
  • False

Answer :True

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

True/False: The Customer Service Portal support the password reset feature.


Options are :

  • False
  • True

Answer :False

True/False: In order to be transparent to your users about gamification rules, you can share the points received for community activities.


Options are :

  • True
  • False

Answer :True

Notification sent to the customers:


Options are :

  • Case on awaiting info state
  • Case closed
  • Case opened
  • Case commented
  • Case resolved

Answer :Case closed Case opened Case commented Case resolved

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

Moderate content within specified forums:


Options are :

  • Forum moderator [sn_communities.forum_moderator]
  • Moderation administrator [sn_communities.moderation_admin]
  • Forum administrator [sn_communities.forum_admin]
  • Community moderator [sn_communities.community_moderator]
  • Community administrator [sn_communities.admin]

Answer :Forum moderator [sn_communities.forum_moderator]

True/False: If a User session continues past midnight (server time) don't increment the billable count for CSM portals.


Options are :

  • True
  • False

Answer :False

True/False: A community user cannot report a community profile to alert community moderators that there is offensive or inaccurate information in the profile.


Options are :

  • True
  • False

Answer :True

ServiceNow Certified System Administrator Practice Exam 2019 Set 2

Configure _____________________ from a community to convert unstructured conversations to structured knowledge articles and make the information more accessible.


Options are :

  • Gamification
  • Topics
  • Knowledge harvesting

Answer :Knowledge harvesting

True/False: User access to the self-service portals is tracked as follows: per session, per day, and per portal. If the same user logs in from multiple browsers or devices, each login is counted as a separate visit.


Options are :

  • True
  • False

Answer :True

Domain separation in this application is supported at the _________ level, meaning it supports the data security model of separating visibility of data from one domain to another.


Options are :

  • Tenant process management
  • Tenant data management
  • Data only
  • Tenant self-managed configuration

Answer :Data only

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

Users can earn badges for achievements or areas of expertise within the community. Badges are automatically assigned to users.


Options are :

  • True
  • False

Answer :False

True/False: In order to engage your internal experts to reply to discussion threads, you can create cases directly from community questions. Only from questions.


Options are :

  • False
  • True

Answer :True

The initial state for a new case, which is created through any one of the channels: customer portal, email, chat, telephone, or from the Customer Service application:


Options are :

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

Answer :New

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

Administer and manage all sections in the community:


Options are :

  • Forum moderator [sn_communities.forum_moderator]
  • Community administrator [sn_communities.admin]
  • Forum administrator [sn_communities.forum_admin]
  • Moderation administrator [sn_communities.moderation_admin]
  • Community moderator [sn_communities.community_moderator]

Answer :Community administrator [sn_communities.admin]

When you use ServiceNow _________________-, it enables discovery of the chatbot topics based on either the keywords entered in the chat or the user-intent and matches an entity with the user input. It also makes the entity available to the topic if there is a match.


Options are :

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

Answer :NLU (Natural Language Understanding)

Administer and manage forum permissions content types, and topics associated to the forum:


Options are :

  • Community administrator [sn_communities.admin]
  • Moderation administrator [sn_communities.moderation_admin]
  • Forum administrator [sn_communities.forum_admin]
  • Forum moderator [sn_communities.forum_moderator]
  • Community moderator [sn_communities.community_moderator]

Answer :Forum administrator [sn_communities.forum_admin]

ServiceNow Certified System Administrator Practice Exam 2019 Set 4

External roles that can be assigned to contacts from the Customer Service Portal. The roles stored in ___________________________- property are displayed in the Available column on the Edit Role pop-up window.


Options are :

  • sn_customerservice.account_relationship_access_roles
  • sn_customerservice.contact_role_assignment

Answer :sn_customerservice.account_relationship_access_roles

A community user who can create a customer service case from a community discussion:


Options are :

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

Answer :Proxy case creator [sn_customerservice.proxy_case_creator]

Communities content types:


Options are :

  • Video
  • Event
  • Question/Answer
  • Document
  • Blog
  • Comment

Answer :Video Event Question/Answer Document Blog Comment

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

True/False: A community user can view another user's community profile to see their contributions, network, expertise, and so on. You can also manage your network by following and unfollowing other community users.


Options are :

  • True
  • False

Answer :True

Case state: An agent provides a resolution code and enters resolution notes in the Resolution Information tab and clicks Propose Solution, changing the state from Awaiting Info to Resolved.


Options are :

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

Answer :Resolved

Administer moderation settings and moderate content associated forums:


Options are :

  • Forum moderator [sn_communities.forum_moderator]
  • Community moderator [sn_communities.community_moderator]
  • Forum administrator [sn_communities.forum_admin]
  • Moderation administrator [sn_communities.moderation_admin]
  • Community administrator [sn_communities.admin]

Answer :Moderation administrator [sn_communities.moderation_admin]

ServiceNow Certified System Administrator Practice Exam 2019 Set 4

System property: Enable Knowledge Centered Services (KCS) for Customer Services Management


Options are :

  • sn_customerservice.enable_knowledge_kcs
  • glide.knowman.csm.kcs

Answer :sn_customerservice.enable_knowledge_kcs

The __________________ displays an overview of a user's personal information as well as their contributions, network, achievements, expertise, and events they are attending. You can view and edit your own profile. You can also view another user's profile and perform actions, such as following them or reporting inappropriate content.


Options are :

  • Community user
  • Community profile

Answer :Community profile

Once users have accessed public forums and decided they want to join the community, they can self-register to the community. ______________________ provides a way of validating users and requires them to accept the community Terms and Conditions.


Options are :

  • External user registration
  • Explicit roles

Answer :External user registration

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

A check box to indicate that a case should be handed-off for global follow-up. If a customer enters additional comments on a Priority 1 - Critical or a Priority 2 - High case, or if the case is escalated, the flag is automatically selected.


Options are :

  • Follow the leader
  • Follow the sun

Answer :Follow the sun

For CSM Portals, a user session is a period of activity on the Customer or Consumer Service Portal by one of the following users:


Options are :

  • Internal: an internal user, typically an employee, who is logged in.
  • External: an external user, typically a customer or consumer, who is logged in.
  • Anonymous: a user who is not logged in.

Answer :Internal: an internal user, typically an employee, who is logged in. External: an external user, typically a customer or consumer, who is logged in. Anonymous: a user who is not logged in.

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


Options are :

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

Answer :Open

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

True/False: It is possible to send a private message to a community user directly from the community.Uses for private messaging can include warning a user about use of a banned word, welcoming a new user, or informing users about incorrectly placed content in a forum.


Options are :

  • True
  • False

Answer :True

True/False: "Public formum" are visible to all users, including non-logged in users.


Options are :

  • True
  • False

Answer :True

Roles considered in Consumer service portal:


Options are :

  • Customer
  • Partner
  • Consumer
  • Partner administrator
  • Customer administrator
  • Customer case manager

Answer :Customer Partner Partner administrator Customer administrator Customer case manager

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

True/False: In communities with gamification, a scheduled job purges the points history that is older than 180 days. This purge does not delete the aggregated data.


Options are :

  • False
  • True

Answer :True

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