CSM Exam Questions and Answers Latest Updated 2025
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CSM Exam Questions and Answers Latest Updated 2025
1. While working on a case, the search does not find related cases that are useful to solve the issue. What are the steps to report a knowledge gap?
a) Create a community question;
b) Click Create Knowledge button;
c) Something else;
d) Go t...
csm exam questions and answers latest updated 2025
1 while working on a case the search does not fi
2 benefits of proactive customer service operatio
3 when does uat testing usually happen a a wee
4
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CSM Exam Questions and Answers
Latest Updated 2025
1. While working on a case, the search does not find related cases that are useful to
solve the issue. What are the steps to report a knowledge gap?
a) Create a community question;
b) Click Create Knowledge button;
c) Something else;
d) Go to the related list for Knowledge Gaps and add an entry - answerd)
2. Benefits of proactive customer service operations include?
a) Resolve Issues Faster;
b) Lower Inbound Call Volume;
c) Proactively create a case after identifying service disruptions;
d) Associate outage information to a case to improve customer visibility;
e) All of the above - answere)
3. When does UAT testing usually happen?
a) A week before Go-Live;
b) A week after Go-Live;
c) 2-3 weeks before Go-Live;
d) 4-6 weeks before Go-Live - answerd)
4. When installing virtual agent, NLU is activated but what needs to be done to enable it
for use? (Select 2)
a) Configure NLU Intent;
b) Configure NLU Entity;
c) Enable it for use;
d) Select NLU Provider - answerc) , d)
5. Special handling notes can be assigned to what? (Select 3)
a) Accounts;
b) Products;
c) Contacts;
d) Customers;
e) Consumers - answera), b), c)
,6. A Major Issue has been reported. What state will this get?
a) Major;
b) Moderate;
c) High;
d) Critical;
e) None of these - answere)
7. 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 - answera) Bobi answered d)
8. Who utilizes special handling notes?
a) Consumers;
b) Agents;
c) Customers - answerb)
9. When on the asset form and adding an asset contact, you can choose from the
following contacts (select 3).
a) Proxy contact list;
b) External database;
c) Contacts from the account;
d) Contacts from account relationship;
e) Partner contacts - answerc), d), e)
10. Record in which table is created when a consumer submits a self-registration
request? (Select 2)
a) csm_consumer;
b) csm_consumer_user;
c) consumer_contact; - answera), b)
11. What field must be enabled to include the case type selection feature on CSM
Workspace?
a) Available in Workspace;
b) Case Type Form - answera)
,To make a case type available for selection with the Create Case UI action in the CSM
workspaces requires one additional configuration step. The system administrator must
enable the Available in Workspace field on the Case Type form.
Note: This field applies only to the CSM workspaces. All case types are available for
selection in the platform interface regardless of the setting in the Available in
Workspace field.
12. What criteria can be used to determine when a new inbound case should be
opened?
a) When a new customer is created;
b) When an internal problem occurs;
c) When a customer has a question or issue to resolve;
d) When we have new marketing material for a customer - answerc)
13. What do blue circles in the timeline of a case form represent?
a) Note;
b) State;
c) Activity;
d) Comment - answerb)
14. Which is true about Contact Local Time Zone?
a) Existing cases have it updated from customer profile;
b) Customer can override;
c) It is not based on customer profile - answera)
15. What is required to enable the Follow the sun field on the Customer Service Case
form?
a) Nothing, it is a standard field;
b) The value property on the form must be set to true;
c) The plugin 'com.snc.csm_time_recording' needs to be activated;
d) The value property on the form must be set to true and field added to the case form -
answerd)
A check box to indicate that a case should be handed-off for global follow-up.
If a customer enters additional comments on a Priority 1 - Critical or a Priority 2 - High
case, or if the case is escalated, the flag is automatically selected.
You can also manually select the check box.
The activity stream on the case form is updated with any changes.
Note: Enable the Follow the sun check box on the Customer Service case form by
setting the value of the property sn_customerservice.FTS_flag_enabled to true.
Configure the form layout to add this field to the Case form.
, 16. What types of integrations are available for Customer Service Management?
a) Data;
b) Program;
c) SOAP;
d) SyncQ - answera)
The third-party data integration feature enables you to retrieve data from third-party
applications and display the data in Agent Workspace for CSM without having to store it
in your ServiceNow instance.
17. How many NLU (Natural Language Understanding) processing engines are
allowed? - answerOne
18. What role is required when integrating with other systems?
a) Admin;
b) IT;
c) Security - answera)
19. What is available to a customer (sn_customerservice.customer) by default on
portal? (Choose 4)
a) Knowledgebase;
b) Search;
c) View Contacts;
d) Case;
e) Community - answera), b), d), e)
20. What are the Forum User Types? (Choose three.)
a) Admin;
b) Registered;
c) Public;
d) Custom;
e) Moderator - answerb), c), e)
Viki checked b), c), d) - all types are Public, Registered, Custom, Membership
21. If the Create Problem UI is not available as a case option for an agent, what could
be the reason?
a) Agents cannot create problems from a case;
b) A problem has already been reported;
c) An incident has already been reported;
d) The case is already a Major Case - answera)
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