Free Certified Implementation Specialist – Customer Service Management Exam CIS-CSM Exam Practice Test

What benefits does scoping an application bring? (Choose three.)

• CSM teams can move at their desired pace, independent of IT
• Provides CSM teams autonomy and control
• CSM application data and business logic is protected from changes by other applications
• Account records can be changed only while in the CSM scope
• Changes in different scopes can be addressed in a single update set

Which entities combined together make up the Service-aware Install Base?Choose 3 answers

• Ml Assets
• Configuration Items
• Sold Products
• Installed Products
• Install Base Items

On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)

• Partner admin
• Partner contact
• Customer admin
• Customer contact

Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?

• Close Cases in Resolved state
• Auto Close Resolved Cases Most Voted
• Resolved to Close State
• Move Resolved Cases to Closed

When working with case types, what is the lowest level in the case type hierarchy called?

• Leaf-level
• Decision-level
• Base-level
• Sub-level

The Customer Support Portal default configuration provides the following channels to interact with customers?(Choose two.)

• Web
• Social
• Chat
• Email

Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)

• Can research questions issues, or problems, and create view and edit cases for only their own accounts Most Voted
• Can assign the roles to other contacts in the same account
• Can view assets belonging to their account Most Voted
• Can edit information or roles for existing contacts

Which ServiceNow products can be integrated out-of-the-box with CSM?Choose 3 answers

• Risk Wana9emenI
• ITOM Event Management
• DevOps
• Financial Management
• Strategic Portfolio Management

In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)

• Blocked by approval
• Blocked by case task
• Blocked internally and by customer
• Blocked by internally

When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

• Social Channels
• Social Profiles
• Social Logs
• Work notes
• Additional comments