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ServiceNow CSM CIS Exam Practice Questions and Answers Which of the following are channels? o A. Contacts o B. Web o C. Chat o D. Article - ANSWER-Answer: B, C - Web & Chat What is required to enable the Follow the sun field on the Customer Service Case form? o A. Nothing, it is a standard ...

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  • November 4, 2024
  • 49
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers

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  • servicenow csm cis exam practice questions and ans

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Copyright © KAYLIN 2024/2025 ACADEMIC YEAR. ALL RIGHTS RESERVED FIRST PUBLISH NOVEMBER, 2024




ServiceNow CSM CIS Exam Practice

Questions and Answers


Which of the following are channels?


o A. Contacts


o B. Web


o C. Chat


o D. Article - ANSWER✔✔-Answer: B, C - Web & Chat


What is required to enable the Follow the sun field on the Customer Service Case form?


o A. Nothing, it is a standard field


o B. The value property on the form must be set to true


o C. The plugin 'com.snc.csm_time_recording' needs to be activated


o D. The value property on the form must be set to true and the field added to the case form -

ANSWER✔✔-Answer: D - The value property on the form must be set to true and the field added to the

case form




https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-

service-management/task/t_CreateACaseFromCustServApp.html




Copyright ©Stuvia International BV 2010-2024 Page 1/49

,Copyright © KAYLIN 2024/2025 ACADEMIC YEAR. ALL RIGHTS RESERVED FIRST PUBLISH NOVEMBER, 2024


How many outbound email accounts are supported? - ANSWER✔✔-Answer: One




https://docs.servicenow.com/bundle/paris-servicenow-

platform/page/administer/notification/concept/c_EmailAccounts.html


How many open frame configurations can you have? - ANSWER✔✔-Answer: Unlimited




https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-

service-management/concept/c_OpenFrameOverview.html


What should be emphasized when designing solutions? (Choose three.)


o A. Minimize customizations


o B. Focus Out-of-the-box functionality


o C. Design for Scalability


o D. Mobile friendly functionality - ANSWER✔✔-Answer: A, B, C


Minimize customizations


Focus Out-of-the-box functionality


Design for Scalability


What do blue circles in the timeline of a case form represent?


o A. Note


o B. State


Copyright ©Stuvia International BV 2010-2024 Page 2/49

,Copyright © KAYLIN 2024/2025 ACADEMIC YEAR. ALL RIGHTS RESERVED FIRST PUBLISH NOVEMBER, 2024


o C. Activity


o D. Comment - ANSWER✔✔-Answer: B - State




https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-

service-management/reference/r_CustomerServiceCaseTimeline.html


Predictive Intelligence improves Case management by:


A. Predicting what values should have gone into empty fields in historical records


B. Reducing the number of records needed to accurately predict a value


C. Replacing legacy routing rules


D. Predicting Case values without manual intervention - ANSWER✔✔-Answer: D - Predicting Case values

without manual intervention




See pg. 95 of workbook


https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-

service-management/task/agent-intelligence-csm-use.html


What are default channels from the portal?


o Web


o Chat


o Email



Copyright ©Stuvia International BV 2010-2024 Page 3/49

, Copyright © KAYLIN 2024/2025 ACADEMIC YEAR. ALL RIGHTS RESERVED FIRST PUBLISH NOVEMBER, 2024


o Social - ANSWER✔✔-Answer: Web, Chat, Email




https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-

service-management/concept/configure-csm-omni-channel.html


Which social media channels are NOT available out-of-box?


A. Facebook


B. Twitter


C. LinkedIn


D. All of the above


E. None of the above - ANSWER✔✔-Answer: D - All of the Above




You can implement any of them, but none are set up by default.




Verified in portal.


Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence

supports which of the following decisions? (Choose two.)


A. Case Escalation


B. Case State


C. Case Categorization


Copyright ©Stuvia International BV 2010-2024 Page 4/49

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