ServiceNow CIS-CSM Practice Questions| TestInsights

Question 1

Which of the following statements is correct regarding product models in CSM?

AProducts models can only contain digital (logical) items

BProduct models can contain either physical items or digital (logical) items but not both in the same model

CProduct models can only contain physical items

DProduct models can contain both physical items and digital (logical) items in the same mode

Correct : D

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AProducts models can only contain digital (logical) items

BProduct models can contain either physical items or digital (logical) items but not both in the same model

CProduct models can only contain physical items

DProduct models can contain both physical items and digital (logical) items in the same mode

Question 2

What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)

AReduces agent workload

BReduces monthly case volume

CWork orders can be created from a case Most Voted

DCustomer can access work order details and tasks created for their case

Correct : C, D

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AReduces agent workload

BReduces monthly case volume

CWork orders can be created from a case Most Voted

DCustomer can access work order details and tasks created for their case

Question 3

Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?

ACustomer case manager (sn_customerservice.customer_case_manager)

BCustomer account manager (sn_customerservice.customer_account_manager)

CCustomer admin (sn_customerservice.customer_admln) Most Voted

DCustomer (sn_customerservice.customer)

Correct : C

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ACustomer case manager (sn_customerservice.customer_case_manager)

BCustomer account manager (sn_customerservice.customer_account_manager)

CCustomer admin (sn_customerservice.customer_admln) Most Voted

DCustomer (sn_customerservice.customer)

Question 5

Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?

ATrending Topics

BAuto-Responder

CProactive Customer Service Operations

DSelf-Service Analytics

Correct : B

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ATrending Topics

BAuto-Responder

CProactive Customer Service Operations

DSelf-Service Analytics

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