ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM) practice questions

Exam overview CIS-CSM

Domain coverage 5 domains

• CSM Foundational Data Model (27%)
• CSM Configuration (38%)
• Case Management (17%)
• Workspace, Portals & Analytics (8%)
• Best Practices & Knowledge Management (10%)

Sample questions 24 of 240 shown

1. Q1

   Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)

   1. Case playbook for Onboarding
   2. Case playbook for Services
   3. Case playbook for Product Support
   4. Case playbook for Complaints
   5. Case playbook for Billing

   The correct answer is ACD. Case playbook for Onboarding and Case playbook for Product Support and Case playbook for Complaints are correct because these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
2. Q2

   Based on which out-of-box attributes can Special handling Notes be applied to cases? (Choose three.)

   1. Service Contract
   2. Install Base Item
   3. Product
   4. Account
   5. Contact

   The correct answer is CDE. Product and Account and Contact are correct because these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
3. Q3

   As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?

   1. Document the knowledge gap in the case work notes and escalate the case
   2. Post a question in one of the various Customer Service Management knowledge bases
   3. Use Related Links on the case form to report a knowledge gap
   4. Use the Create Knowledge button on the case form to report a knowledge gap

   The correct answer is C. Use Related Links on the case form to report a knowledge gap is correct because these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
4. Q4

   What feature does the Product Model and Catalog Items Relationship plugin enable?

   1. Agents are automatically proposed catalog items related to the chosen product on the case form
   2. Consumers can track what products they have purchased via the catalog
   3. It provides a contextual service catalog based on the customer’s subscribed services
   4. Customer service managers can track the financial cost of customer’s subscribed services and the related requests

   The correct answer is C. It provides a contextual service catalog based on the customer’s subscribed services is correct because these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
5. Q5

   Application Scoping from a security perspective brings the following benefits: (Choose two.)

   1. Improves instance security by limiting access to other applications on the instance
   2. Scoped applications prevent versioning for complex instances
   3. Scoping hold the records and acts as a container for the desired CSM applications
   4. Scoped applications limits autonomy and control of all aspects of the CSM application

   The correct answer is AC. these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
6. Q6

   Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

   1. Apply Role by Customer
   2. Auto Assessment
   3. Change Update to Close
   4. Update Case Entitlement

   The correct answer is BD. Auto Assessment and Update Case Entitlement are correct because these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
7. Q7

   What types of escalation templates can be created? (Choose two.)

   1. Case
   2. Sold Product
   3. Consumer
   4. Account

   The correct answer is AD. Case and Account are correct because these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
8. Q8

   Which of the following are benefits of customer access management? (Choose two.)

   1. It defaults the responsibility for access management to the customer service agent.
   2. It increases security by automatically providing access to case information based on account hierarchy
   3. It increases automation by automatically granting access to cases based on access to sold product
   4. It improves the customer experience by enabling related parties to track and collaborate on cases.
   5. It defaults the responsibility for access management to the customer.

   The correct answer is CD. these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
9. Q9

   What are the advantages of leading indicators over lagging indicators? (Choose two.)

   1. Hard to influence
   2. Prospective
   3. Retrospective
   4. Easy to influence

   The correct answer is BD. Prospective and Easy to influence are correct because these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
10. Q10

    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?

    1. Customer case manager (sn_customerservice.customer_case_manager)
    2. Customer account manager (sn_customerservice.customer_account_manager)
    3. Customer admin (sn_customerservice.customer_admln)
    4. Customer (sn_customerservice.customer)

    The correct answer is C. Customer admin (sn_customerservice.customer_admln) is correct because these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
11. Q11

    What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

    1. Define the Business Pain Points
    2. Provide consistent service to customers
    3. Have a clear understanding of the use cases
    4. Define the number of hours needed to develop the associated requirements
    5. Implementation is only as good as the underlying process

    The correct answer is ABCE. these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
12. Q12

    Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?

    1. Individuals
    2. Partners
    3. Contacts
    4. Accounts

    The correct answer is A. Individuals is correct because these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
13. Q13

    Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)

    1. sn_customerservice_agent
    2. sn_customerservice.customer_admm
    3. sn_customerservice.partner_admin
    4. sn_customerservice_manager
    5. admin

    The correct answer is DE. sn_customerservice_manager and admin are correct because these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
14. Q14

    In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?

    1. The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner
    2. A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle
    3. Asset management has different use cases for tracking specific products or services customers are using
    4. It includes all of the data crucial to support customers as efficiently as possible

    The correct answer is C. Asset management has different use cases for tracking specific products or services customers are using is correct because these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
15. Q15

    When creating or importing assets for CSM, model categories are used to: (Choose three.)

    1. Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa
    2. Group assets together
    3. Build a classification structure for product models
    4. Model the configuration options for each product model being sold to customers
    5. Define a link between Asset classes and Configuration Item (CI) classes

    The correct answer is ABE. these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
16. Q16

    Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)

    1. Close an upsell of related products and services not yet purchased by a customer
    2. See the detailed configurations of the products and services deployed for a customer to determine the action needed
    3. Trace Information provided in a case to the right product or service to which it relates
    4. Monitor related operational services and configuration items that affect service health

    The correct answer is BC. these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
17. Q17

    Benefits of Proactive Customer Service Operations include: (Choose two.)

    1. Reduced inbound calls from customers
    2. Reduction in staff turnover
    3. Major cases can be eliminated as there will be no Impact to customers
    4. Reduced Mean Time To Resolve (MTTR)
    5. Guaranteed increase in customer satisfaction

    The correct answer is AD. Reduced inbound calls from customers and Reduced Mean Time To Resolve (MTTR) are correct because these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
18. Q18

    What features are included with the Customer Service Portal? (Choose three.)

    1. Header with links for different customer activities such as creating a case
    2. Search feature to get information from several repositories
    3. Links to information sources such as the knowledge base, community and customer support
    4. Links to marketing promotions and product coupons
    5. The ability to create new accounts

    The correct answer is ABC. these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
19. Q19

    What does NLU stand for?

    1. Natural-Learning Userability
    2. Natural-Language Understanding
    3. Natural-Learning URL
    4. Natural-Language URL

    The correct answer is B. Natural-Language Understanding is correct because these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
20. Q20

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

    1. Minimize customizations
    2. Focus Out-of-the-box functionality
    3. Design for Scalability
    4. Mobile friendly functionality

    The correct answer is ABC. Minimize customizations and Focus Out-of-the-box functionality and Design for Scalability are correct because these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
21. Q21

    When are any changes to the platform considered a customization?

    1. When they require an implementation spread across all project phases
    2. If they are NOT applied through the usage of built-in tools on the Now Platform
    3. When they are solely implemented for a custom application
    4. When there are business demands for custom functionality that is not offered out-of-the-box

    The correct answer is D. When there are business demands for custom functionality that is not offered out-of-the-box is correct because these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
22. Q22

    By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)

    1. Assets
    2. Publications
    3. Products
    4. Contacts
    5. Contracts

    The correct answer is ABC. Assets and Publications and Products are correct because these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
23. Q23

    In the Customer Service Management space what defines the term asset?

    1. A physical item
    2. A specific product instance supported for a customer
    3. A product that a company supports
    4. A resource that allows a business service

    The correct answer is B. A specific product instance supported for a customer is correct because these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.
24. Q24

    Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

    1. Escalate a case on the add-m panel of Outlook
    2. Register the sender of an email as contact
    3. As the Microsoft Outlook user, register yourself as self-contributor
    4. Create cases using email content in Outlook for the customer contact

    The correct answer is BD. Register the sender of an email as contact and Create cases using email content in Outlook for the customer contact are correct because these concepts relate to the foundational data structures of Customer Service Management including accounts, products, and entitlements.

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