ServiceNow Certified CIS CSM Test Exams (New York Release) Set 7

A ___________ is a supported external customer that, in turn, sells to and supports one or more customers.


Options are :

  • Costumer
  • Partner
  • Account

Answer :Partner

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

True/False: An account can't have multiple addresses.


Options are :

  • True
  • False

Answer :False

Customer Service Management plugin:


Options are :

  • com.sn_customerservicemanagement
  • com.sn_csm
  • com.sn_customerservice

Answer :com.sn_customerservice

With ___________________ feature you can assign an asset to a customer contact who is responsible for managing that asset.


Options are :

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

Answer :Asset contact relationship

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

Plugin: Extends Customer Service Management to support order-related issues by integrating with order management systems to create and resolve customer requests.


Options are :

  • Customer Service Mobile [com.sn_csm_mobile]
  • 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 Communities [com.sn_customer_communities]
  • Customer Service Case Action Status [com.snc.csm_action_status]

Answer :Customer Service Management for Orders [com.snc.csm.order]

Plugin: Customer service managers can use the workbench to evaluate agents based on configurable criteria, such as skills and availability, and then assign tasks to the desired agents.


Options are :

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

Answer :Assignment Workbench [com.snc.assignment_workbench]

____________ include any action that is taken to resolve an issue. This can include phone calls or emails, knowledge base research, conversations with subject matter experts, and dispatch requests to field service agents, etc.


Options are :

  • Customer service cases
  • Special handling notes
  • Case activities

Answer :Case activities

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

Plugin: Enables users to send case status updates and root cause analysis to customers and key internal stakeholders.


Options are :

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

Answer :Case Digests [com.sn_csm_case_digest]

Plugin: Enables consumers to chat with consumer service agents from the Consumer Service Portal without logging in.


Options are :

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

Answer :Anonymous Connect Support [com.glide.connect_anonymous_support]

Plugin: Provides a tool for publishing and distributing content and articles to both internal and external customers.


Options are :

  • Customer Service with Service Management [com.sn_cs_sm)]
  • 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 Management - Advanced [com.snc.pa.customer_service_advanced]
  • Performance Analytics - Content Pack - Customer Service [com.snc.pa.customer_service]

Answer :Targeted Communications [com.sn_publications]

ServiceNow Certified System Administrator Practice Exam 2019 Set 5

An _________________ is a specific product instance that is supported for a customer. Can have serial numbers or asset tag numbers and can be allocated to individual accounts or to a contact within an account, also have associated support contracts.


Options are :

  • Product
  • Asset
  • Product model

Answer :Asset

Plugin: Provides an integration between Customer Service Management and the Request Management application. Enables users to create request records from a Customer Service case.


Options are :

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

Answer :Customer Service with Request Management [com.sn_cs_sm_request]

Asset categories are:


Options are :

  • Hardware
  • License
  • Facility
  • Consumable
  • Software license

Answer :Hardware License Facility Consumable Software license

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

Plugin: Enables users who are internal to an organization to be the proxy case contact on behalf of customers.


Options are :

  • CTI Softphone [com.snc.cti]
  • Anonymous Connect Support [com.glide.connect_anonymous_support]
  • 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]

Answer :CSM Extension for Proxy Contacts [com.snc.csm_proxy_contacts]

A __________________ is a good or a service that a company sells to and supports for their customers, has specific features or components which determine the agents best qualified to provide support.


Options are :

  • Asset
  • Product
  • Product model

Answer :Product

A _____________________ allows a contact with the customer role or customer administrator role to manage the account for which the _________________ has been established. These contacts can view information and perform actions on behalf of the accounts, such as creating or updating cases from the customer portal.


Options are :

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

Answer :Contact relationship

ServiceNow Certified System Administrator Practice Exam 2019 Set 5

Use the ___________ feature to create a parent-child relationship between accounts.


Options are :

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

Answer :Account hierarchy

Allows a product or service to be capitalized:


Options are :

  • Asset
  • Product

Answer :Asset

Used for 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 :

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

Answer :Install base management

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

Knowledge Product Entitlements property: If enabled, customers can access all knowledge bases even if no products have been specified in the Related Products field on the Knowledge Base form.


Options are :

  • kb_product_entitlement.article.enable
  • kb_product_entitlement.article.allow_empty_products
  • kb_product_entitlement.knowledge_base.allow_empty_products
  • kb_product_entitlement.knowledge_base.enable

Answer :kb_product_entitlement.knowledge_base.allow_empty_products

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

Does CSM Assignment Workbench use the information of the Agent Calendar?


Options are :

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

Answer :Yes

Users with the ____________________ role can assign a case to an agent from the assignment workbench.


Options are :

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

Answer :Customer service manager

How is the "Account registration approval" process without a code?


Options are :

  • If there is not code a sys admin gets the request first and manually creates the Customer record.
  • If there is not code a sys admin gets the request first and manually fills in account info. The request is then sent to the customer admin for approval .

Answer :If there is not code a sys admin gets the request first and manually fills in account info. The request is then sent to the customer admin for approval .

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

True/False: Customer ServicePerformance Analytics solutions are an optional feature available for the Customer Service Management application. To use them, your subscription must also include Performance Analytics.


Options are :

  • True
  • False

Answer :True

Customer service agents can use ___________________ in the Customer Service mobile application to view notifications and manage customer service cases. (Select the correct answers)


Options are :

  • Mobile Modules
  • Applets
  • The applet launcher

Answer :Applets The applet launcher

There are ATF Quick start tests for Customer Service Management?


Options are :

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

Answer :Yes

ServiceNow Certified System Administrator Practice Exam 2019 Set 10

Major issue management introduces the concept of a _______________ which contains the details about a particular issue. Child cases can easily be created for a ____________, with one child case created for each customer affected.


Options are :

  • Major issue
  • Major case

Answer :Major case

The ________________________ application enables administrators to designate the knowledge bases and knowledge articles that customers can view from the Customer Service Portal.


Options are :

  • KB User criteria
  • Access control rules
  • Knowledge product entitlements

Answer :Knowledge product entitlements

True/False: If the major case candidate was created directly is automatically approved, a major case record is created.


Options are :

  • False
  • True

Answer :False

ServiceNow Certified System Administrator Practice Exam 2019 Set 7

Where do customer admins go to manage contacts?


Options are :

  • The Contacts menu item in the header in the Customer service portal.
  • "Contacts" module in "Customer service" app menu

Answer :The Contacts menu item in the header in the Customer service portal.

Use the _____________ feature to provide periodic updates and resolution information about high priority customer service cases to customers and internal stakeholders.


Options are :

  • Special handling notes
  • Predictive intelligence
  • Case digest
  • Action status

Answer :Case digest

True/False: The Customer Service Management mobile application supports product cases.


Options are :

  • True
  • False

Answer :True

ServiceNow Certified System Administrator Practice Exam 2019 Set 3

Major issue management property: Enables major issue management to process the SLA asynchronously during child case creation and parent-to-child case synchronization.


Options are :

  • sn_customerservice.case_fields_to_sync
  • sn_customerservice.parent_child_case_sla_async
  • sn_customerservice.parent_child_case_sync

Answer :sn_customerservice.parent_child_case_sla_async

True/False: The Customer Service plugin (com.sn_customerservice) don't activates the CSM Workspace plugin (com.snc.agent_workspace.csm), the activation of CSM Workspace is a manual activity.


Options are :

  • True
  • False

Answer :False

Major issue management plugin:


Options are :

  • com.sn_major_issue_mgmt
  • com.sn_majorissue_mgt

Answer :com.sn_majorissue_mgt

ServiceNow - Certified System Administrator CSA - Exam Questions and Answers

True/False: The sn_customerservice.proxy_contact role requires licensing for access to CSM applications.


Options are :

  • False
  • True

Answer :True

True/False: In Major issue management, in Major case form, when a Customer service manager clicks the "Add" button (in Child cases related list) and select cases, the system evaluates the selected cases and adds none, some, or all of the cases to the Child Cases related list.


Options are :

  • False
  • True

Answer :True

Major issue management property: Enable this property to synchronize fields from a major, or parent, case to the associated child cases.


Options are :

  • sn_customerservice.parent_child_case_sla_async
  • sn_customerservice.case_fields_to_sync
  • sn_customerservice.parent_child_case_sync

Answer :sn_customerservice.parent_child_case_sync

ServiceNow Certified System Administrator Practice Exam 2019 Set 1

Customer Service Management for Orders enables customers and consumers to do the following through a self-service portal:


Options are :

  • Create orders on behalf of other customer or consumer
  • View orders
  • View and create cases for orders
  • Contact a customer service agent to report an issue

Answer :View orders View and create cases for orders Contact a customer service agent to report an issue

True/False: Major issue managers and customer service managers can select the desired list in the Affected Customers field on the Major Case form. Clicking Create Child Cases then creates a child case for each account or consumer in the recipients list.


Options are :

  • False
  • True

Answer :True

True/False: Child cases can be manually added to a major case at any time. There is retroactive synchronization for newly added child cases.


Options are :

  • True
  • False

Answer :False

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

The Knowledge Product Entitlements plugin is:


Options are :

  • com.snc.csm_kb_product_entitlements
  • com.snc.kb_product_entitlements

Answer :com.snc.kb_product_entitlements

Users with ____________________ role can create a consumer record.


Options are :

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

Answer :Consumer service agent Customer service manager

CSM unified portal elements?


Options are :

  • Typehead search
  • Secondary menu
  • Theme
  • Primary Menu
  • Customer title and logo
  • Chat

Answer :Typehead search Secondary menu Theme Primary Menu Customer title and logo Chat

ServiceNow Certified System Administrator Practice Exam 2019 Set 1

True/False: In Major issue management, once child cases have been created, you cannot change the recipients list. Any additional recipients must be added manually. After manually adding recipients to the list, click Create Child Cases again to create child cases for these new recipients.


Options are :

  • True
  • False

Answer :True

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