ServiceNow Certified CIS CSM Test Exams (New York Release) Set 6

True/False: If you are using Customer Service Install Base Management and Proactive Customer Service Operations, add the "Sold Product" and field and the "Affected Install Base Items" related list to the Case.


Options are :

  • True
  • False

Answer :True

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

View's options of the "account hierarchy":


Options are :

  • Full view
  • Holistic view
  • Child view
  • Parent view

Answer :Full view Parent view

True/False: A contact can also have a user ID and can log in to the customer portal.


Options are :

  • False
  • True

Answer :True

Plugin: Enables the mobile user interface for Customer Service Management.


Options are :

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

Answer :Customer Service Mobile [com.sn_csm_mobile]

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

True/False: After the account hierarchy has been defined, it is displayed on the Account form for the parent account. If a parent account is updated or deleted, the hierarchy for any child accounts is also updated.


Options are :

  • True
  • False

Answer :True

True/False: CSM and Service Management apps use the same Asset table.


Options are :

  • True
  • False

Answer :True

The contract that was sold to the customer (company) covers both the Asset and the level of service that the customer is entitle to (for example "platinum service", "premium service", etc), this is called a _____________________________.


Options are :

  • Contract
  • SLA
  • Entitlement

Answer :Entitlement

ServiceNow Certified System Administrator Practice Exam 2019 Set 7

Plugin: Performance Analytics content pack that includes Customer Service base system KPIs.


Options are :

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

Answer :Performance Analytics - Content Pack - Customer Service [com.snc.pa.customer_service]

Plugin: An interface used to integrate external communication systems with the Now Platform. This plugin provides a UI frame that is accessible and available anywhere within ServiceNow application screens. The Customer Service Management application uses a combination of Computer Telephony Integration (CTI) and OpenFrame to provide phone support for customers.


Options are :

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

Answer :Openframe [com.sn_openframe]

CSM tables with special handling notes OOB configuration?


Options are :

  • Case
  • Contact
  • Incident
  • Asset
  • Customer
  • Product

Answer :Case Contact Asset Customer Product

ServiceNow Certified System Administrator Practice Exam 2019 Set 10

"Consumer user" (csm_consumer_user) table extends "____________" table


Options are :

  • Consumer
  • Partner
  • None
  • User
  • Account

Answer :User

True/False: An entitlement check is performed when a case is opened. This check takes into consideration the existing cases for the specific account, product, asset, and service contract.


Options are :

  • False
  • True

Answer :True

Plugin: Adds the necessary data schema changes for social integration scenarios.


Options are :

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

Answer :Customer Service Social Integration [com.sn_cs_social]

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

Is the KING in customer service management, without ____________ there are no contacts, contracts, entitlements, assets or products.


Options are :

  • Account
  • Customer
  • Consumer
  • Partner

Answer :Customer

Plugin: This plugin provides an integration between the Customer Service Management and Field Service Management applications. Customers and consumers can view case-related work orders from the Customer Service and Consumer Service Portals. In the Field Service Management application, users can view account and contact information on work orders and work order tasks.


Options are :

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

Answer :Customer Service with Field Service Management [com.snc.csm_fsm_integration]

True/False: An account can be a customer account, a partner account, or both.


Options are :

  • False
  • True

Answer :True

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

The Unit field on the Service Entitlement form defines the unit type, either ________ or __________.


Options are :

  • Hours
  • Products
  • Cases
  • Users

Answer :Hours Cases

Model Management plugin:


Options are :

  • com.snc.modeling
  • com.snc.product_model
  • com.snc.model

Answer :com.snc.model

A ______________ is a user who is an employee of an account. A ________________ record stores information such as the name, phone number, email and web address.


Options are :

  • Partner
  • Account
  • Consumer
  • Contact

Answer :Contact

ServiceNow Certified System Administrator Practice Exam 2019 Set 5

The typical account realationship types are: (select the correct ones)


Options are :

  • Account to account
  • Partner to account

Answer :Account to account Partner to account

__________________ are made up of both employees and customer contacts who fulfill specific jobs or roles for a particular account.


Options are :

  • Account teams
  • Account groups
  • Account contact teams

Answer :Account teams

Features used in CSM to route cases:


Options are :

  • Advance work assignment
  • IBM Watson assignment model for CSM
  • Assignment rules
  • Assignment workbench

Answer :Advance work assignment Assignment rules Assignment workbench

ServiceNow Certified System Administrator Practice Exam 2019 Set 1

A ___________________ is a specific version or configuration of a product.


Options are :

  • Asset
  • Product model
  • Product

Answer :Product model

The Customer Service Management application leverages the existing ServiceNow Contract application to create and maintain service contracts, is this correct?


Options are :

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

Answer :Yes

For CSM there is a special SLA application specific for costumer service cases, is this correct?


Options are :

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

Answer :No

ServiceNow Certified System Administrator Practice Exam 2019 Set 7

Plugin: Enables support for activities on task tables.


Options are :

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

Answer :Task Activities [com.snc.task_activity]

Plugin: Provides a Customer Service-specific application of the Action Status Automation feature. Use this plugin to display and track blocking tasks for customer service cases.


Options are :

  • 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 Communities [com.sn_customer_communities]
  • Customer Service Case Action Status [com.snc.csm_action_status]
  • Customer Service Install Base Management [com.snc.install_base]

Answer :Customer Service Case Action Status [com.snc.csm_action_status]

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


Options are :

  • True
  • False

Answer :False

ServiceNow Certified System Administrator Practice Exam 2019 Set 11

__________________ is a feature that enables to create account relationships between two customer accounts or between a partner account and a customer account.


Options are :

  • Contact relationship
  • Account hierarchy
  • Bi-directional account relationship
  • Asset contact relationship

Answer :Bi-directional account relationship

True/False: If a contract is related to an account, can't be related to a consumer and vice versa.


Options are :

  • False
  • True

Answer :True

Plugin: Provides an integration between Customer Service Management and the Incident, Problem and Change Management applications. Enables users to create incident, problem, and change records from a Customer Service case.


Options are :

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

Answer :Customer Service with Service Management [com.sn_cs_sm)]

ServiceNow Certified System Administrator Practice Exam 2019 Set 6

Plugin: Enables customer service agents and field service technicians to see work schedules and assignments and also add personal events such as meetings or appointments.


Options are :

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

Answer :Agent Schedule [com.snc.agent_schedule]

A ________________describes a role or a function that is needed to support a customer account.


Options are :

  • Responsibility definition
  • Account responsibility definition
  • Responsibility instance

Answer :Responsibility definition

A __________ record stores information about the type of support that is provided to a designated company. Can include a company and contact and the specific assets that are covered and can also include multiple service entitlements and SLAs.


Options are :

  • Service contract
  • Entitlement
  • Support contract
  • Support form

Answer :Service contract

ServiceNow Certified System Administrator Practice Exam 2019 Set 6

The com.snc.cs_base.last.generated.code.tree.path system property stores the Account Code value for the most recently created customer account in the Account (customer_account) table. Is this correct?


Options are :

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

Answer :Yes

True/False: Entitlements can also be tracked on a per unit basis. The Total Units field defines the total number of cases or hours available for this entitlement and the Remaining Units field tracks the number of units remaining. These counters are active if the Per Unit field is enabled.


Options are :

  • False
  • True

Answer :True

In order to configure CSM for Business-to-consumer (B2C) customers, configure these entities:


Options are :

  • Users and groups (agents and managers)
  • Entitlements
  • Accounts
  • Product model and assets
  • Consumers
  • Contracts

Answer :Users and groups (agents and managers) Product model and assets Consumers

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

"Account" table (customer_account) extends the "____________" table.


Options are :

  • Partner
  • Company
  • Costumer
  • Contract

Answer :Company

_____________ can ask questions, report issues and create cases from CSM service portals.


Options are :

  • Customers
  • Agents

Answer :Customers

Plugin: Activates the Special Handling Notes application, which enables users to quickly view brief messages about records. These notes can be displayed in an embedded list or related list on a record form or in a pop-up window. This plugin is installed with the Customer Service Management and Field Service Management applications.


Options are :

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

Answer :Special Handling Notes [com.sn_shn]

ServiceNow Certified System Administrator Practice Exam 2019 Set 11

The asset that enables the consumption of a product/service by a customer/contact is covered by a _________________


Options are :

  • Entitlement
  • SLA
  • Contract

Answer :Contract

True/False: An account can have multiple contacts but a contact can be associated with only one account. A contact can have one or more associated assets and service contracts.


Options are :

  • False
  • True

Answer :True

Is the "communities" plugin (com.sn_customer_communities) active by default?


Options are :

  • No
  • Yes

Answer :No

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

The ______________________ is the primary entity of the customer service application, used by agents to identify a customer's question or issue and to track the activities related to resolving the issue. An agent also use it to track all of the communication to and from the customer, including the communication channels being used.


Options are :

  • Case activy
  • Special handling note
  • Alert (from Proactive Customer Service Operations)
  • Customer service case

Answer :Customer service case

Can an agent edit a closed case?


Options are :

  • Yes
  • No

Answer :No

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