ServiceNow cis-csm practice test

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

• A. Apply Role by Customer
• B. Auto Assessment
• C. Change Update to Close
• D. Update Case Entitlement

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

• A. Define the Business Pain Points
• B. Provide consistent service to customers
• C. Have a clear understanding of the use cases
• D. Define the number of hours needed to develop the associated requirements
• E. Implementation is only as good as the underlying process

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

• A. Minimize customizations
• B. Focus Out-of-the-box functionality
• C. Design for Scalability
• D. Mobile friendly functionality

What role does the Engagement Manager play before the Workshop? (Choose two.)

• A. Project Manager
• B. Acts as intermediary
• C. Provides answers to technical problems
• D. Assists with technical requirements

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

Articles can provide the following: (Choose three.)

• A. Document current and known issues
• B. Provide answers and responses to common issues or questions
• C. Information about customer’s service contract
• D. Share product information

Contextual Search framework is used for providing Knowledge search results in which of these
scenarios?

• A. Entering question in portal only
• B. Record Producer only
• C. Both portal question entry and Record Producer
• D. None of the above

Which of the following are true regarding integrating a ServiceNow Knowledge base with external
content?
(Choose two.)

• A. Imported external articles appear as attachments in ServiceNow
• B. Only applications that allow WebDAV connections can be integrated
• C. The imported article will have the same category it had in the source knowledge base
• D. SharePoint blocks this integration

Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product
models using which of the following? (Choose two.)

• A. Knowledge Product Entitlements
• B. Data Policy
• C. ACL
• D. User Criteria

What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

• A. Reduces call volume
• B. Makes it easier for Agents to manage case volume
• C. Allows access to Knowledge Articles that are related to products owned by a customer
• D. Information about customer’s service contract