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

True/False: "Close case" is available for the Customer Service Portal (B2B) for product and order cases and for the Consumer Service Portal (B2C).


Options are :

  • True
  • False

Answer :True

When you activate the Customer Communities plugin, the following plugins automatically activate:


Options are :

  • External User Registration plugin (com.sn_external_user_register)
  • Subscriptions and Activity Feed Framework plugin (com.snc.activity_subscriptions)
  • Gamification plugin (com.snc.gamification)
  • Communities plugin (com.sn_communities)

Answer :External User Registration plugin (com.sn_external_user_register) Subscriptions and Activity Feed Framework plugin (com.snc.activity_subscriptions) Gamification plugin (com.snc.gamification) Communities plugin (com.sn_communities)

ServiceNow Certified System Administrator Practice Exam 2019 Set 2

A _____________ is a place for users to share content, exchange notes, ask and answer questions, and so on.


Options are :

  • Forum
  • Community

Answer :Forum

In communities, it is possible to create "sub forums"?


Options are :

  • Yes
  • No

Answer :Yes

True/False: In communities, you can move community content posts from one forum to another.


Options are :

  • True
  • False

Answer :True

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

True/False: Users with the consumer role can't register their products from the Consumer Service Portal


Options are :

  • True
  • False

Answer :False

True/False: Users with the customer administrator role can approve or reject registration requests that customers submit from the Customer Service Portal.


Options are :

  • True
  • False

Answer :True

True/False: In Communities, you can bookmark your favorite questions, blogs, videos, documents, and events. You cannot bookmark content in draft state or replies or comments.


Options are :

  • False
  • True

Answer :True

ServiceNow Certified System Administrator Practice Exam 2019 Set 1

Administer gamification settings and configure gamification rules. Contains the sn_gamification.moderator role:


Options are :

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

Answer :Gamification administrator [sn_gamification.admin]

___________________ are based on two defined sets of conditions, one that identifies specific case attributes and another that identifies the agent resources best suited to handle cases with these attributes.


Options are :

  • Matching rules
  • Assignment rules

Answer :Matching rules

ServiceNow Certified System Administrator Practice Exam 2019 Set 5

An account can be associated to the next entities: (Select the correct ones)


Options are :

  • Contact
  • Entitlement
  • Asset
  • Contract
  • Case

Answer :Contact Entitlement Asset Contract Case

Plugin: This plugin is a demo application that enables Twilio integration using the Notify application and OpenFrame to provide soft phone functions and call center capabilities.


Options are :

  • CSM Extension for Proxy Contacts [com.snc.csm_proxy_contacts]
  • Case Digests [com.sn_csm_case_digest]
  • Task Activities [com.snc.task_activity]
  • Agent Schedule [com.snc.agent_schedule]
  • Anonymous Connect Support [com.glide.connect_anonymous_support]
  • CTI Softphone [com.snc.cti]

Answer :CTI Softphone [com.snc.cti]

Plugin: Updates the Customer Service dashboard and incorporates indicators for the following plugins: Major Issue Management, Customer Service Case Action Status, Customer Service with Request Management, Customer Service with Service Management and Agent Chat.


Options are :

  • Performance Analytics - Content Pack - Customer Service [com.snc.pa.customer_service]
  • Customer Service with Service Management [com.sn_cs_sm)]
  • Proactive Customer Service Operations [com.snc.proactive_cs_ops]
  • Customer Service with Request Management [com.sn_cs_sm_request]
  • Targeted Communications [com.sn_publications]
  • Performance Analytics - Content Pack - Customer Service Management - Advanced [com.snc.pa.customer_service_advanced]

Answer :Performance Analytics - Content Pack - Customer Service Management - Advanced [com.snc.pa.customer_service_advanced]

ServiceNow Certified System Administrator Practice Exam 2019 Set 1

True/False: In a entitlement record if you select only a product and not a company, contract, or asset, this creates a generic entitlement and the entitlement counter fields cannot be used.


Options are :

  • True
  • False

Answer :True

True/False: Its possible to restrict the access to asset records assigning contacts to the assets.


Options are :

  • False
  • True

Answer :True

"Contact" table (costumer_contact) extends "____________" table.


Options are :

  • Partner
  • User
  • Account
  • Consumer
  • None

Answer :User

ServiceNow Certified System Administrator Practice Exam 2019 Set 5

Plugin: Enables to track which products and services have been purchased by a customer, how they have been installed or provisioned, along with the detailed configuration for each installed item.


Options are :

  • Customer Service Install Base Management [com.snc.install_base]
  • Customer Service Management for Orders [com.snc.csm.order]
  • Customer Service with Field Service Management [com.snc.csm_fsm_integration]
  • Customer Service Mobile [com.sn_csm_mobile]
  • Customer Service Case Action Status [com.snc.csm_action_status]
  • Customer Communities [com.sn_customer_communities]

Answer :Customer Service Install Base Management [com.snc.install_base]

True/False: Entitlements can't have associated workflows that drive recommended activities for a case.


Options are :

  • True
  • False

Answer :False

What is a reason to use CSM with Service Management?


Options are :

  • When supporting customers for issues and requests.
  • When other departments within the organization are needed to solve issues or requests to external users.
  • When cases are used for all types of internal or external issues
  • When customer requires changes to their contract

Answer :When other departments within the organization are needed to solve issues or requests to external users.

ServiceNow Certified System Administrator Practice Exam 2019 Set 7

An ___________ defines the type of support that a customer receives as well as the supported communication channels. Can be associated with a product, an asset, an account, or a contract.


Options are :

  • Support contract
  • Service contract
  • Support form
  • Entitlement

Answer :Entitlement

Plugin: Enables the routing of Connect Support requests to the appropriate chat queue.


Options are :

  • Special Handling Notes [com.sn_shn]
  • Connect Support Routing [com.glide.connect.support.routing]
  • Customer Service Social Integration [com.sn_cs_social]
  • Openframe [com.sn_openframe]
  • Resource Matching Engine [com.snc.matching_rule]
  • Assignment Workbench [com.snc.assignment_workbench]

Answer :Connect Support Routing [com.glide.connect.support.routing]

Customer information includes the ______________ and ______________ information for a customer or partner.


Options are :

  • Company / Contact
  • Company / User
  • Account / Contact
  • Account / User

Answer :Account / Contact

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

A ____________ is a customer of a B2C use case. This record stores similar information as a contact record, such as the name, phone number, address, and email address.


Options are :

  • Costumer
  • Consumer
  • Partner
  • Conctact

Answer :Consumer

Plugin: Provides a tool for rule-based, task-to-resource matching.


Options are :

  • Connect Support Routing [com.glide.connect.support.routing]
  • Special Handling Notes [com.sn_shn]
  • Resource Matching Engine [com.snc.matching_rule]
  • Assignment Workbench [com.snc.assignment_workbench]
  • Customer Service Social Integration [com.sn_cs_social]
  • Openframe [com.sn_openframe]

Answer :Resource Matching Engine [com.snc.matching_rule]

With the CSM / Service management integration, ______________ can create incidents, changes, problemas and requests from open cases.


Options are :

  • Customers
  • Agents

Answer :Agents

ServiceNow Certified System Administrator Practice Exam 2019 Set 11

True/False: Service management lacks the "Account and Contact Model" required to manage contracts, entitlements and contacts.


Options are :

  • False
  • True

Answer :True

True/False: After importing customer account information (with Import set), is necessary to update the com.snc.cs_base.last.generated.code.tree.path property with the correct account code value in order to avoid an error.


Options are :

  • False
  • True

Answer :True

Plugin: Enables customers to create cases proactively from alerts either manually or through automation and track the accounts and the corresponding install base items affected by the alert.


Options are :

  • Performance Analytics - Content Pack - Customer Service Management - Advanced [com.snc.pa.customer_service_advanced]
  • Customer Service with Request Management [com.sn_cs_sm_request]
  • Targeted Communications [com.sn_publications]
  • Proactive Customer Service Operations [com.snc.proactive_cs_ops]
  • Performance Analytics - Content Pack - Customer Service [com.snc.pa.customer_service]
  • Customer Service with Service Management [com.sn_cs_sm)]

Answer :Proactive Customer Service Operations [com.snc.proactive_cs_ops]

ServiceNow Certified System Administrator Practice Exam 2019 Set 5

Types of Resposabilities definitions:


Options are :

  • Account
  • User
  • Partner
  • Contact

Answer :User Contact

True/False: With the CSM / Service management integration: Updates to State and additional comments in the related Incident, Change, Problem or Request records associated with a Case automatically updates the Case work notes.


Options are :

  • False
  • True

Answer :True

With the ____________________ application, you can provide your employees, including agents, with a variety of tools to engage and respond to external customers, answer questions, and resolve issues. For external customers, you can provide both self-service and assisted service options using multiple communication channels.


Options are :

  • Integrated Risk Management
  • Communities
  • IT Operations Management
  • IT Service Management
  • Customer Service Management

Answer :Customer Service Management

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

Product model categories are:


Options are :

  • Facility
  • Service
  • Contract model
  • Hardware and Software
  • Application model
  • Consumable model

Answer :Facility Service Contract model Hardware and Software Application model Consumable model

True/False: When an Entitlement is tracked "per unit" and the selected unit is "Cases", a business rule OOB updates the "remaining units field"


Options are :

  • False
  • True

Answer :True

Resposabilities definitions can be used to: (select the correct ones)


Options are :

  • Build an account team by selecting an account and then selecting roles and assigning them to employees.
  • Add contact relationships to an account by selecting an account and then selecting roles and assigning them to contacts.

Answer :Build an account team by selecting an account and then selecting roles and assigning them to employees. Add contact relationships to an account by selecting an account and then selecting roles and assigning them to contacts.

ServiceNow Certified System Administrator Practice Exam 2019 Set 6

Three parts to setting up your Install base management:


Options are :

  • Install base items
  • Install base
  • Sold products
  • Installed products

Answer :Install base items Sold products Installed products

_________________ are customer accounts (companies) have people that supports, maintain, use, administer their purchased products.


Options are :

  • Contacts
  • Customers
  • Accounts
  • Partners

Answer :Customers

True/False: Consumers can't have multiple addresses.


Options are :

  • True
  • False

Answer :False

ServiceNow Certified System Administrator Practice Exam 2019 Set 6

Plugin: Enables users to connect, engage, and collaborate with employees, customers, partners, and prospects. Your users get quick responses to their issues by posting questions, reviewing blogs or videos, and searching for previous discussions.


Options are :

  • Customer Service Case Action Status [com.snc.csm_action_status]
  • Customer Service Install Base Management [com.snc.install_base]
  • Customer Service with Field Service Management [com.snc.csm_fsm_integration]
  • Customer Service Management for Orders [com.snc.csm.order]
  • Customer Service Mobile [com.sn_csm_mobile]
  • Customer Communities [com.sn_customer_communities]

Answer :Customer Communities [com.sn_customer_communities]

True/False: With the CSM / Service management integration, updates to Cases with associated Incident, Change, Problem and Request records can be used for customer interaction and communication.


Options are :

  • True
  • False

Answer :True

Plugin: Provides a generic set of artifacts to handle subscriptions for any defined subscribable object. Any entity can be defined as a subscribable object and a set of subscribers can subscribe to the objects. When an event occurs related to the subscribable object, activities can be tracked and subscribers can be notified.


Options are :

  • CSM Extension for Proxy Contacts [com.snc.csm_proxy_contacts]
  • Subscriptions and Activity Feed Framework [com.snc.activity_subscriptions]
  • Resource Matching Engine [com.snc.matching_rule]
  • Customer Service Social Integration [com.sn_cs_social]
  • Openframe [com.sn_openframe]
  • Connect Support Routing [com.glide.connect.support.routing]

Answer :Subscriptions and Activity Feed Framework [com.snc.activity_subscriptions]

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

In order to configure CSM for Business-to-business (B2B) customers, configure these entities:


Options are :

  • Customer relationships
  • Contacts
  • Asset relationtships
  • User and groups (agents and managers)
  • Service contracts and Entitlements
  • Accounts and Account teams

Answer :Customer relationships Contacts Asset relationtships User and groups (agents and managers) Service contracts and Entitlements Accounts and Account teams

"Consumer" table (csm_consumer) extends "____________" table


Options are :

  • Consumer
  • None
  • Partner
  • User
  • Account

Answer :None

True/False: A partner can report and manage cases on behalf of customers. A partner can also be a customer.


Options are :

  • True
  • False

Answer :True

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

________________ is a unique code for an account. The customer administrator can provide this code to customers for use when requesting a login on the customer portal. The registration code provides a method for validating the customer and the company before the login request is granted.


Options are :

  • Login code
  • Costumer password
  • Registration code

Answer :Registration code

CSM portals? Select the correct ones:


Options are :

  • Servive Agent Portal - /csm_agent
  • Knowledge Management - /kb
  • Community Service Portal - /community
  • Costumer Service portal (B2B) - /csm
  • Consumer Service Portal (B2C) - /csp

Answer :Knowledge Management - /kb Community Service Portal - /community Costumer Service portal (B2B) - /csm Consumer Service Portal (B2C) - /csp

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