Free Sep-2022 CIS-CSM Dumps are Available for Instant Access [Q19-Q37]

Free Sep-2022 CIS-CSM Dumps are Available for Instant Access

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CIS-CSM Official Certification Site

Exam Topics of ServiceNow Certified CIS CSM

The following are covered in SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test:

• Proven Practices for Implementation
• Baseline Application Functionality
• Architecture and Security
• Business Cases / Use Cases

QUESTION 19
What should be part of the pre-engagement collateral?

 Frequently Asked Questions (FAQ)

 Scoping Guide

 Customer Service roles template

 Stock Keeping Unit (SKU) and pricing sheet

Explanation

QUESTION 20
How many outbound email accounts are supported in Customer Service Management?

 One

 Unlimited

 Two

 One per business service

QUESTION 21
Entitlements specify the level of service provided to customers.

 False

 True

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html

QUESTION 22
Which of the following are channels? (Choose two.)

 Contacts

 Web

 Chat

 Article

QUESTION 23
What are the characteristics of Knowledge Categories?

 Shareable across KBs: Yes ; Multi-Level: No

 Shareable across KBs: No ; Multi-Level: Yes

 Shareable across KBs: No ; Multi-Level: No

 Shareable across KBs: Yes ; Multi-Level: Yes

QUESTION 24
The available case types are: (Choose two.)

 Product Support

 Order

 Product

 Support

QUESTION 25
Which of the following roles cannot update a consumer’s record?

 sn_customerservice_agent

 sn_customerservice_manager

 sn_customerservice.consumer_agent

 admin

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/create-a-consumer-record.html

QUESTION 26
Articles can provide the following: (Choose three.)

 Document current and known issues

 Provide answers and responses to common issues or questions

 Information about customer’s service contract

 Share product information

QUESTION 27
How many active OpenFrame configurations can you have on an instance?

 2

 Unlimited

 1

 3

Explanation/Reference: https://docs.servicenow.com/bundle/jakarta-customer-service-management/page/product/ customer-service-management/task/t_CreateAnOpenFrameConfiguration.html

QUESTION 28
Partner admin contacts have access to the data of both their partner accounts and customer accounts.

 True

 False

QUESTION 29
In the Customer Service Management space, what does the term asset management mean?

 Financial, contractual and inventory information of assets

 A set of business activities and processes used to track assets

 Tables in the Asset application

 Tracking products or services customers are using

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/asset- management/concept/c_AssetManagement.html

QUESTION 30
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

 True

 False

Explanation

QUESTION 31
What are the Forum User Types? (Choose three.)

 Admin

 Registered

 Public

 Custom

 Moderator

QUESTION 32
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

 Case Escalation

 Case State

 Case Categorization

 Case Prioritization

Explanation

QUESTION 33
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

 Entering question in portal only

 Record Producer only

 Both portal question entry and Record Producer

 None of the above

Explanation

QUESTION 34
What module is used to create Case Record Producers?

 Case Record Producers

 Edit Records

 Record Producers

 Maintain Records

QUESTION 35
What one of the following is optional when creating a Catalog workflow?

 Publishing the workflow

 Defining workflow activities

 Approving the workflow

 Managing workflow versions

Explanation

QUESTION 36
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

 Imported external articles appear as attachments in ServiceNow

 Only applications that allow WebDAV connections can be integrated

 The imported article will have the same category it had in the source knowledge base

 SharePoint blocks this integration

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/concept/knowledge-external-content-integration.html

QUESTION 37
Match the business rule to its function in the Self-Service Portal.
Hot Area:

Explanation

 Loading …

Sample Questions

Sample Item – Incident Management:

If a parent Incident is updated to reflect a new Assignment Group, Work Notes, and
related Problem, which corresponding fields are updated on the child Incident(s)?

• Work Notes
• Assignment Group, Work Notes, and related Problem
• Assignment Group and Work Notes
• No updates are made to child Incidents

Sample Item – Problem Management:

When creating a problem record from an incident record, which element defines the
field mapping between the two?

• ProblemUtils script include
• ProblemV2Util script include
• Create Problem UI action
• Problem created from system property (com.sn-problem.create_from_incident.attributes)

Sample Item – Change and Release Management:

Conflict detection in change management can identify conflicts from which of the
following reasons?

• The CI is not in the maintenance window
• Existing scheduled changes to the CI
• The change schedule is during blackout periods
• The change scheduled is outside of business hours
• The changes schedule does not give appropriate lead time

Sample Item – Knowledge Management:

Each time a knowledge article is viewed, a record with the user identity and whether
the articles was attached to a task, is added to which table?

• Knowledge Use [kb_use]
• Knowledge Feedback [kb_feedback]
• Knowledge [kb_knowledge]
• Knowledge Search Log [ts_query_kb]

Sample Item – Service Catalog / Request Management:

Which one of the following is proper syntax for accessing values of variables from a
Record Producer script field?

• g_form.getReference(‘variable_name’)
• current.variable_name
• producer.variable_name
• g_form.getVariable(‘variable_name’)

Sample Item – Configuration Management Database (CMDB):

Which field on a Configuration Item (CI) may be used to route Incidents to the
appropriate group to quickly resolve Incidents related to the CI?

• Change Control
• Assignment Group
• Support Group
• Managed By

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