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[Aug 25, 2022] CIS-CSM Exam Dumps – Try Best CIS-CSM Exam Questions – VCEPrep [Q25-Q43]

[Aug 25, 2022] CIS-CSM Exam Dumps – Try Best CIS-CSM Exam Questions – VCEPrep

Verified CIS-CSM exam dumps Q&As with Correct 65 Questions and Answers

Sample Questions

Sample Item – Incident Management:

If a parent Incident is updated to reflect a new Assignment Group, Work Notes, and
related Problem, which corresponding fields are updated on the child Incident(s)?

• Work Notes
• Assignment Group and Work Notes
• No updates are made to child Incidents
• Assignment Group, Work Notes, and related Problem

Sample Item – Problem Management:

When creating a problem record from an incident record, which element defines the
field mapping between the two?

• Problem created from system property (com.sn-problem.create_from_incident.attributes)
• Create Problem UI action
• ProblemUtils script include
• ProblemV2Util script include

Sample Item – Change and Release Management:

Conflict detection in change management can identify conflicts from which of the
following reasons?

• The changes schedule does not give appropriate lead time
• The CI is not in the maintenance window
• The change scheduled is outside of business hours
• The change schedule is during blackout periods
• Existing scheduled changes to the CI

Sample Item – Knowledge Management:

Each time a knowledge article is viewed, a record with the user identity and whether
the articles was attached to a task, is added to which table?

• Knowledge Feedback [kb_feedback]
• Knowledge Use [kb_use]
• Knowledge Search Log [ts_query_kb]
• Knowledge [kb_knowledge]

Sample Item – Service Catalog / Request Management:

Which one of the following is proper syntax for accessing values of variables from a
Record Producer script field?

• current.variable_name
• producer.variable_name
• g_form.getReference(‘variable_name’)
• g_form.getVariable(‘variable_name’)

Sample Item – Configuration Management Database (CMDB):

Which field on a Configuration Item (CI) may be used to route Incidents to the
appropriate group to quickly resolve Incidents related to the CI?

• Managed By
• Change Control
• Support Group
• Assignment Group

NO.25 Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

 Manage cases on behalf of customer service agents

 Create cases on behalf of customers

 Manage requests on behalf of customer service agents

 Create requests on behalf of customers

 Manage major incident communication on behalf of a customer service manager

Explanation

NO.26 Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

 Open an incident

 Viewing knowledge articles

 Live chat

 Consumer self-registration

NO.27 Which of the following are true regarding the Community Portal application? (Choose two.)

 It is available to any customer with a Community license

 It is available by default with the Support and Service portals

 It is only available to CSM license holders

 Most of the configuration does not require System Administrator role

NO.28 Articles can provide the following: (Choose three.)

 Document current and known issues

 Provide answers and responses to common issues or questions

 Information about customer’s service contract

 Share product information

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/topic/p_KnowledgeManagment.html

NO.29 What should be part of the pre-engagement collateral?

 Frequently Asked Questions (FAQ)

 Scoping Guide

 Customer Service roles template

 Stock Keeping Unit (SKU) and pricing sheet

Explanation

NO.30 Match the definitions for roles relationships.
Hot Area:

NO.31 What is required to synchronize fields from a parent to a child case(s)?

 The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

 Major Issue Management needs to be installed and certain properties enabled

 No action required, this is a standard Customer Service Management feature

 The role of sn_customerservice.customer_case_manager must be assigned

NO.32 Partner admin contacts have access to the data of both their partner accounts and customer accounts.

 True

 False

Explanation

NO.33 ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer’s Twitter profile details?

 Account

 Not supported

 Consumer

 Social Profile

 Personnel File

NO.34 What are the Forum User Types? (Choose three.)

 Admin

 Registered

 Public

 Custom

 Moderator

Explanation

NO.35 Major Issue Management uses which one of the following capabilities?

 Governance Risk and Control

 Targeted Communications

 Asset management

 Record producers

Explanation

NO.36 Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

 Imported external articles appear as attachments in ServiceNow

 Only applications that allow WebDAV connections can be integrated

 The imported article will have the same category it had in the source knowledge base

 SharePoint blocks this integration

NO.37 Partner admin contacts have access to the data of both their partner accounts and customer accounts.

 True

 False

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_RolesInstalledWithCustomerService.html

NO.38 How many active OpenFrame configurations can you have on an instance?

 2

 Unlimited

 1

 3

NO.39 What are common types of application record data that are imported during a CSM data migration? (Choose two.)

 Knowledge Article

 Accounts

 Chat

 Case

NO.40 What is required to enable the Follow the sun field on the Customer Service Case form?

 Nothing, it is a standard field

 The value property on the form must be set to true

 The plugin ‘com.snc.csm_time_recording’ needs to be activated

 The value property on the form must be set to true and the field added to the case form

Explanation

NO.41 The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)

 Web

 Social

 Chat

 Email

NO.42 The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)

 Web

 Social

 Chat

 Email

Explanation

NO.43 Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

 True

 False

Explanation

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