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

User with the _____________________ role can approved or reject a major case candidate.


Options are :

  • sn_customerservice_agent
  • sn_majorissue_mgt.major_issue_manager
  • sn_customerservice_manager

Answer :sn_majorissue_mgt.major_issue_manager sn_customerservice_manager

Users with ____________________ role can respond to a customer chat request.


Options are :

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

Answer :Customer service manager Customer service agent

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

__________________ enables customer communication for issues that impact a wider audience. Use this feature to proactively identify impacted customers, provide information to these customers, and manage the resolution process.


Options are :

  • Major Case Management
  • Major issue management

Answer :Major issue management

True/False: If the optional email notification is selected, all users receive the publication in an email, including consumers who do not have a login ID for the Consumer Service Portal.


Options are :

  • True
  • False

Answer :True

Agent Workspace form ribbon "Customer 360" displays customer information such as the contact or consumer name, email address, and phone numbers. This component includes fields for both a primary user and a secondary user. Does the CSM Extension for Proxy Contacts (com.snc.csm_proxy_contacts) plugin enables a tertiary user (the internal contact)?


Options are :

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

Answer :Yes

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

True/False: There is no plugin for Agent Workspace CSM specific configuration.


Options are :

  • False
  • True

Answer :False

________________ and _________________ can create a case from the Customer Service Management application


Options are :

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

Answer :Customer service agent Customer service manager

Customer Service Mobile plugin:


Options are :

  • com.sn_customerservice_mobile
  • com.sn_cs_mobile
  • com.sn_csm_mobile

Answer :com.sn_csm_mobile

ServiceNow Certified System Administrator Practice Exam 2019 Set 6

Major issue management property: Specifies the list of fields to synchronize from the major, or parent, case to the associated child cases.


Options are :

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

Answer :sn_customerservice.case_fields_to_sync

True/False: Performance Analytics - Spotlight (com.snc.pa.spotlight) is automatically activated with this Customer Service PA solution (com.snc.pa.customer_service)


Options are :

  • False
  • True

Answer :True

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


Options are :

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

Answer :Customer service manager Consumer service agent

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

Users with ____________________ role can create a request on behalf of a customer or consumer.


Options are :

  • Consumer service agent
  • Customer service agent

Answer :Consumer service agent Customer service agent

Users with ____________________ role can update a special handling note.


Options are :

  • Customer service manager
  • Special handling notes editor
  • Partner admin
  • Special handling notes admin
  • Customer service agent

Answer :Customer service manager Special handling notes editor Special handling notes admin Customer service agent

In Major issue management, synchronization between major case to child cases occur only if the child case is in the next states:


Options are :

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

Answer :Open Awaiting info New

ServiceNow Certified System Administrator Practice Exam 2019 Set 6

Users with ____________________ role can report a knowledge gap.


Options are :

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

Answer :Customer service agent Customer service manager

True/False: In Major Issue Management with synchronization enabled, updates to a parent case are automatically synchronized to the associated child cases. When a major case is closed, the associated child cases in the following states are also closed: New, Open, Awaiting Customer Info.


Options are :

  • True
  • False

Answer :True

Users with the ____________________ role can create social media profile.


Options are :

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

Answer :Customer service manager

ServiceNow Certified System Administrator Practice Exam 2019 Set 7

Users with ____________________ role can create additional consumer addresses.


Options are :

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

Answer :Consumer service agent Customer service manager

Dashboards include in Customer Service Management - Advanced Solution (com.snc.pa.customer_service_advanced)


Options are :

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

Answer :Customer Service Executive - Advanced Customer Service Agent - Advanced Customer Service Manager - Advanced

You can search for and attach knowledge articles to a case. If you cannot find any relevant articles, you can: (select the correct ones)


Options are :

  • Do nothing
  • Create a knowledge article (if you have permission)
  • Report a knowledge gap

Answer :Create a knowledge article (if you have permission) Report a knowledge gap

ServiceNow Certified System Administrator Practice Exam 2019 Set 11

Users with ____________________ role can create a consumer record from an anonymous chat.


Options are :

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

Answer :Consumer service agent Customer service manager

Users with ____________________ role can close a customer service case.


Options are :

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

Answer :Customer service agent Customer service manager

Users with ____________________ role can respond to a consumer chat request.


Options are :

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

Answer :Customer service agent Customer service manager

ServiceNow Certified System Administrator Practice Exam 2019 Set 7

True/False: When child cases are created, the short description from the major case is copied to each of the child cases. Duplicate child cases are not created. If a child case already exists for an account or consumer, it is not created again.


Options are :

  • True
  • False

Answer :True

True/False: If the major case candidate was promoted from an existing case, a major case is created and the candidate case becomes a child case of that parent.


Options are :

  • True
  • False

Answer :True

Customer service agents and field service technicians can use the ______________ to see work schedules and assignments and also add personal events such as meetings or appointments.


Options are :

  • Agent agenda
  • Agent calendar
  • Agent schedule

Answer :Agent calendar

ServiceNow Certified System Administrator Practice Exam 2019 Set 4

True/False: You can propose a case as a major case with the Customer Service Mobile app.


Options are :

  • False
  • True

Answer :True

Who creates registration codes? Where is it stored?


Options are :

  • Sys admin. In the registration code field on an Account form
  • Customer service manager. In the registration code record related to an Account
  • CSM admin. In the registration code field on an Account form
  • Sys admin. In the registration code record related to an Account

Answer :Sys admin. In the registration code field on an Account form

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


Options are :

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

Answer :kb_product_entitlement.article.allow_empty_products

ServiceNow Certified System Administrator Practice Exam 2019 Set 4

Customize the Customer Service Portal to support your ______________________ customers.


Options are :

  • business-to-business (B2B)
  • business-to-consumers (B2C)

Answer :business-to-business (B2B)

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

True/False: Escalated cases and accounts aren't identified on lists and forms with color indicators that correspond to the escalation severity.


Options are :

  • True
  • False

Answer :False

True/False: There are no "Extension points" for CSM in New York release, this is an enhancement for Orlando release.


Options are :

  • False
  • True

Answer :False

True/False: The "Find agents" icon (Assignment workbench) icon is available for records in the New or Closed states.


Options are :

  • True
  • False

Answer :False

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

Matching criteria ranking methods:


Options are :

  • Less is worst: for example, fewer assigned cases are worst when determining agent ranking.
  • More is better: for example, more availability is better when determining the agent ranking.
  • More is worst: for example, more availability is worst when determining the agent ranking.
  • Less is better: for example, fewer assigned cases are better when determining agent ranking.

Answer :More is better: for example, more availability is better when determining the agent ranking. Less is better: for example, fewer assigned cases are better when determining agent ranking.

True/False: With the Customer Service Management/Field Service Management integration there is no synchronization between the Work Order form and the associated Case form. If information changes on the Case form, it does not get updated on the Work Order form.


Options are :

  • True
  • False

Answer :True

Use the _______________ feature to highlight specific cases or accounts and raise awareness of important customer issues


Options are :

  • Proactive customer service operations
  • Case action status
  • Case and account escalation
  • Special handling notes

Answer :Case and account escalation

ServiceNow Certified System Administrator Practice Exam 2019 Set 3

The __________________________ enables customer service managers to assign tasks to agents efficiently and intelligently, it uses configurable criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking. Managers can view these results and click one button to assign a task.


Options are :

  • Assignment rules
  • Assignment workbench
  • Advance work assignment

Answer :Assignment workbench

True/False: The execution order of the inbound email flows take a higher precedence than inbound actions (that is if an email flow executes, it prevents execution of inbound actions)


Options are :

  • True
  • False

Answer :True

CSM email channel property: Enable the creation of new customer service cases when emails are received from users with email addresses that do not currently exist in the system.


Options are :

  • sn_customerservice.email.create_case_for_non_matched_user
  • glide.cs.email.case_queue_address
  • glide.cs.email.new_case_prefix

Answer :sn_customerservice.email.create_case_for_non_matched_user

ServiceNow Certified System Administrator Practice Exam 2019 Set 6

Use the _____________________ application to create notes that bring important information about individual records to the user's attention, this app create instructions for specific records or for a set of records that meet one or more conditions.


Options are :

  • Case action status
  • Special handling notes
  • Case and account escalation
  • Proactive customer service operations

Answer :Special handling notes

True/False: CSM portal usage sessions are billable to customers, but sometimes customers are unnecessarily charged for sessions generated due to bots, crawlers, and DDOS attacks. You can view the number of bot-based sessions to ensure that customers are not incorrectly billed.


Options are :

  • False
  • True

Answer :True

Use the ________________________ feature to indicate the status of cases in the Case list. With this feature, customer service agents can easily identify cases that need attention and quickly prioritize their work.


Options are :

  • Case and account escalation
  • Special handling notes
  • Case action status
  • Proactive customer service operations

Answer :Case action status

ServiceNow Certified System Administrator Practice Exam 2019 Set 9

True/False: With the CSM / Request Management Integration, when a request is closed, the case does not automatically move to solution proposed.


Options are :

  • True
  • False

Answer :True

Consumer service portal property: Maximum comments that a consumer can post per day on a case.


Options are :

  • consumer_max_comments_per_case_daily
  • consumer_max_products
  • consumer_max_new_cases_daily
  • consumer_max_attachments_per_record

Answer :consumer_max_comments_per_case_daily

Action Status Automation Plugin?


Options are :

  • com.sn_action_status
  • com.snc.csm_action_status

Answer :com.sn_action_status

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

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