ServiceNow CSM CIS Exam UPDATED
ACTUAL Exam Questions and CORRECT
Answers
Which of the following are channels?
o A. Contacts
o B. Web
o C. Chat
o D. Article - CORRECT 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 -
CORRECT 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
How many outbound email accounts are supported? - CORRECT 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? - CORRECT 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 - CORRECT 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
o C. Activity
o D. Comment - CORRECT 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 - CORRECT 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
o Social - CORRECT 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 - CORRECT 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
D. Case Prioritization - CORRECT ANSWER- ✔✔Answer: C, D - Case Categorization &
Case Prioritization
, https://docs.servicenow.com/bundle/paris-performance-analytics-and-
reporting/page/administer/predictive-intelligence/concept/predictive-intelligence.html
What is the purpose of a Catalog Item variable?
A. Allows the customer to ask a question
B. Provides hint to the user on the field
C. Opens a chat session with customer support
D. Allows the customer or consumer to qualify their answer - CORRECT ANSWER-
✔✔Answer: D - Allows the consumer to qualify their answer
In the Customer Service Management space, what does the term asset management mean?
A. Financial, contractual and inventory information of assets
B. A set of business activities and processes used to track assets
C. Tables in the Asset application
D. Tracking products or services customers are using - CORRECT ANSWER- ✔✔Answer: A
- Financial, contractual and inventory information of assets
https://docs.servicenow.com/bundle/paris-it-service-management/page/product/asset-
management/concept/c_AssetManagement.html
What should be part of the pre-engagement collateral?
A. Frequently Asked Questions (FAQ)
B. Scoping Guide
C. Customer Service roles template
D. Stock Keeping Unit (SKU) and pricing sheet - CORRECT ANSWER- ✔✔Answer: B,
Scoping Guide
See pg. 265 in workbook
What are the key self-service functions of the Customer Support Portal? (Choose three.)
A. Community
ACTUAL Exam Questions and CORRECT
Answers
Which of the following are channels?
o A. Contacts
o B. Web
o C. Chat
o D. Article - CORRECT 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 -
CORRECT 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
How many outbound email accounts are supported? - CORRECT 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? - CORRECT 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 - CORRECT 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
o C. Activity
o D. Comment - CORRECT 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 - CORRECT 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
o Social - CORRECT 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 - CORRECT 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
D. Case Prioritization - CORRECT ANSWER- ✔✔Answer: C, D - Case Categorization &
Case Prioritization
, https://docs.servicenow.com/bundle/paris-performance-analytics-and-
reporting/page/administer/predictive-intelligence/concept/predictive-intelligence.html
What is the purpose of a Catalog Item variable?
A. Allows the customer to ask a question
B. Provides hint to the user on the field
C. Opens a chat session with customer support
D. Allows the customer or consumer to qualify their answer - CORRECT ANSWER-
✔✔Answer: D - Allows the consumer to qualify their answer
In the Customer Service Management space, what does the term asset management mean?
A. Financial, contractual and inventory information of assets
B. A set of business activities and processes used to track assets
C. Tables in the Asset application
D. Tracking products or services customers are using - CORRECT ANSWER- ✔✔Answer: A
- Financial, contractual and inventory information of assets
https://docs.servicenow.com/bundle/paris-it-service-management/page/product/asset-
management/concept/c_AssetManagement.html
What should be part of the pre-engagement collateral?
A. Frequently Asked Questions (FAQ)
B. Scoping Guide
C. Customer Service roles template
D. Stock Keeping Unit (SKU) and pricing sheet - CORRECT ANSWER- ✔✔Answer: B,
Scoping Guide
See pg. 265 in workbook
What are the key self-service functions of the Customer Support Portal? (Choose three.)
A. Community
