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

Users with ____________________ role can create a consumer case from a chat.


Options are :

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

Answer :Customer service manager Customer service agent

With ___________________, you can identify impacted customers who have not yet reported an issue and proactively create cases for these customers.


Options are :

  • Major issue management
  • Major Case Management

Answer :Major issue management

ServiceNow Certified System Administrator Practice Exam 2019 Set 4

A major case is created in one of two ways:


Options are :

  • A consumer service manager can create a major case.
  • A customer administrator can promote a major case candidate.
  • A customer service manager or major issue manager can promote a major case candidate.
  • A customer service manager can create a major case.

Answer :A customer service manager or major issue manager can promote a major case candidate. A customer service manager can create a major case.

True/False: An agent can record the time worked on cases and case tasks, but time worked entries don't generate automatically time cards and time sheets.


Options are :

  • False
  • True

Answer :False

How are consumer records created?


Options are :

  • A consumer completes self registration in the Consumer service portal.
  • Automatically when a purchase order related to a CSM product is created (it is necessary the name, phone and email of the consumer in the PO).

Answer :A consumer completes self registration in the Consumer service portal.

ServiceNow Certified System Administrator Practice Exam 2019 Set 3

In Major issue management, synchronization occurs from:


Options are :

  • The major case to the child cases.
  • There is no synchronization
  • The child cases to the major case

Answer :The major case to the child cases.

Users with the ____________________ role can view team members assigned to an account.


Options are :

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

Answer :Customer service agent Customer service manager

Use the feature to integrate content from various external sources and enable unified knowledge search results.


Options are :

  • Box/ServiceNow integration
  • Explicit roles
  • External content integration
  • Microsoft Sharepoint integration

Answer :External content integration

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

Agent Workspace work fine with Internet Explorer 11?


Options are :

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

Answer :No

True/False: Assignment workbench feature uses The Task Skills [task_m2m_skill] table to stores skills and mandatory skills.


Options are :

  • True
  • False

Answer :True

With this feature, you can send periodic case updates while a case is in progress using a case action summary. Once a case has been resolved, you can provide a post case review document that captures details about the issue, root cause, resolution, and preventive measures:


Options are :

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

Answer :Case digest

ServiceNow Certified System Administrator Practice Exam 2019 Set 10

Predictive Intelligence includes solution definitions for Customer Service Management:


Options are :

  • CSM Case Assignment
  • CSM Case Categorization
  • CSM Case Prioritization

Answer :CSM Case Assignment CSM Case Categorization CSM Case Prioritization

Users with ____________________ role can create a work order (FSM) for a customer service case.


Options are :

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

Answer :Customer service manager Customer service agent

True/False: The Major Issue Management plugin doesn't depend on the Targeted Communications plugin,


Options are :

  • True
  • False

Answer :False

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

Users with the ____________________ role can assign a team member to an account.


Options are :

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

Answer :Customer service manager

Users with the ____________________ role can create a social media log entry for a case.


Options are :

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

Answer :Customer service manager

Users with the ____________________ role can create or delete a special handling notes.


Options are :

  • Customer manager
  • Customer service agent
  • Consumer service agent
  • Customer admin
  • Customer service manager
  • Special handling notes admin

Answer :Customer service manager Special handling notes admin

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

How is the "Account registration approval" process with a registration code?


Options are :

  • Customer registers, if they have a code the info from their account gets added to the customer record. The customer admin(s) then gets an approval.
  • Customer registers, if they have a code a Customer records is created. No approval needed.

Answer :Customer registers, if they have a code the info from their account gets added to the customer record. The customer admin(s) then gets an approval.

Knowledge Product Entitlements limit access on the Customer Service Portal to the following:


Options are :

  • The knowledge bases and articles for the service contracts related to customer account.
  • The knowledge bases and articles for the products that a customer's company has purchased.
  • The knowledge bases and articles for which a customer's company has entitlements.

Answer :The knowledge bases and articles for the products that a customer's company has purchased. The knowledge bases and articles for which a customer's company has entitlements.

Targeted communications roles: (select the correct ones)


Options are :

  • sn_publications.admin
  • sn_publications.approver
  • sn_publications.author
  • sn_publications_recipients_list_user
  • sn_publications_recipients_user

Answer :sn_publications.admin sn_publications.approver sn_publications.author sn_publications_recipients_list_user sn_publications_recipients_user

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

Users with ____________________ role can send email responses directly from cases.


Options are :

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

Answer :Customer service manager Costumer service agent

Users with ____________________ role can view a proactive case created from an alert


Options are :

  • Customer admin
  • Event management operator
  • Customer service agent
  • Event management admin
  • Customer service manager

Answer :Event management operator Customer service agent Event management admin Customer service manager

True/False: One survey can be generated per case. If a survey has already been generated for a case, a second survey cannot be generated even if a case is reopened and closed again.


Options are :

  • True
  • False

Answer :True

ServiceNow Certified System Administrator Practice Exam 2019 Set 5

True/False: Recipients list for Major issue management can have mixed types, for examples "Consumers & Accounts".


Options are :

  • False
  • True

Answer :False

True/False: In Major Issue Management, the "Create Child Cases" button on the Major Case form creates a child case for each account or consumer in the recipients list selected in the Affected Customers field. If a child case for an account or consumer already exists, the system does not create a duplicate child case.


Options are :

  • True
  • False

Answer :True

True/False: If the State field is synchronized from the major case to the child cases, the Close notes and Resolution code fields are not syncronized automatically, take manual actions to achieve this.


Options are :

  • True
  • False

Answer :False

ServiceNow Certified System Administrator Practice Exam 2019 Set 6

In Major issue management, the synchronization from Major case to Child cases is active by default?


Options are :

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

Answer :No

______________________________ application provides the ability to create and send articles and emails to internal and external customers.


Options are :

  • Targeted communications
  • Broadcast
  • Publications

Answer :Targeted communications

_______________________ serve as landing pages or home pages. When you log in to your instance (in mobile app), you see an ______________ and the applets configured to display.


Options are :

  • Mobile menu
  • Applet launcher
  • Mobile Module

Answer :Applet launcher

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

The recipients list for a major case must be of type:


Options are :

  • Consumers
  • Partners
  • None
  • Accounts

Answer :Consumers Accounts

True/False: In order to create a KB article from a Case it is required the "knowledge management advanced" plugin and 'KCS for Customer Service Management' property set to true.


Options are :

  • False
  • True

Answer :True

True/False: Major case candidates require approval before being promoted to major cases.


Options are :

  • False
  • True

Answer :True

ServiceNow Certified System Administrator Practice Exam 2019 Set 11

True/False: For cases that are created from a community discussion, customer service agents can view and respond to the discussion in a new browser tab.


Options are :

  • True
  • False

Answer :True

Knowledge Product Entitlements property: If enabled, customers can access all of the knowledge bases related to the products for which they have entitlements.


Options are :

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

Answer :kb_product_entitlement.knowledge_base.enable

Users with ____________________ role can assign a case to yourself or to another customer service agent.


Options are :

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

Answer :Customer service agent Customer service manager

ServiceNow Certified System Administrator Practice Exam 2019 Set 4

True/False: Mandatory skills can be changed directly from the Assignment workbench, no need to access the "Task skills" table.


Options are :

  • False
  • True

Answer :False

True/False: Installing "Knowledge Product Entitlements" plugin adds the Related Products field to the Knowledge Base form and to the Knowledge form. The knowledge information available on the customer portal is limited to the products selected in this field.


Options are :

  • False
  • True

Answer :True

Cases in these states can be proposed as a major case candidate:


Options are :

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

Answer :Open New Awaiting info

ServiceNow Certified System Administrator Practice Exam 2019 Set 4

Users with the ____________________ role can add an agent to the chat support assignment group


Options are :

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

Answer :Customer service manager

Knowledge Product Entitlements property: If enabled, customers can access all of the knowledge articles related to the products for which they have entitlements.


Options are :

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

Answer :kb_product_entitlement.article.enable

By default, a new article (from Cases) is created from the _____________template.


Options are :

  • KCS Article
  • CSM KB Article
  • CSM Article

Answer :KCS Article

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

Users with ____________________ role can accept a case as a major case and creates child cases.


Options are :

  • Customer service manager
  • Major issue manager
  • Event management operator
  • Customer service agent
  • Event management admin

Answer :Customer service manager Major issue manager

Users with ____________________ role can create a customer service case from a chat.


Options are :

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

Answer :Customer service agent Customer service manager

Dashboards include in Customer Service PA solution (com.snc.pa.customer_service):


Options are :

  • Customer Service Executive
  • Customer Service Manager
  • Customer Service Agent
  • Customer Service Executive - Advanced
  • Customer Service Agent - Advanced

Answer :Customer Service Executive Customer Service Manager Customer Service Agent

ServiceNow Certified System Administrator Practice Exam 2019 Set 11

There are analytics solution for the next features: (select the correct ones)


Options are :

  • CSM / Service management integration
  • Major issue management
  • Communities
  • Proactive customer service operations
  • Advance work assignment
  • Skills management

Answer :CSM / Service management integration Major issue management Communities Proactive customer service operations Advance work assignment Skills management

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