CSM Exam Questions
1. Which of the following functions can be completed when using a Field Service
Management Application on a mobile device offline? (Choose three) - answera. Execute
assigned tasks
b. Close completed work orders
c. Manage assets
2. 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? - answera. Social Profile
3. How do you change a field on the case form for a case created through Community?
- updating record producer is possible - answera. Update the associated record
producer
4. Which of the following represent characteristics of customization? (Choose three) -
answera. Complex JavaScript
b. Impact future releases/upgrades
c. Require developers to maintain
5. What are the features of Customer Service Management? (Choose four) - answera.
Service Entitlements
b. Real-time SLAs
c. Service Contracts
d. Skills based routing
6. Which are the key self-service functions of the Customer Support Portal? (Choose
three) - answera. Community
b. Knowledge Base
c. Service Catalog
7. The Customer Support Portal default configuration provides the following channels to
interact with customers. (Choose two) - don't click Virtual Agent (this needs turning on) -
answera. Web
b. Email
8. Partner admin contacts have access to the data of which of the following? - answera.
Both (options were Partner accounts, Customer accounts, both and neither)
9. Which of the following are channels? (Choose two) - answera. Web
b. Chat
, 10. Which of the following is considered an asset to both the Service Provider and the
Customer? - answera. A refrigerator leased to the customer
11. Which of the following are units for entitlements? (Choose two) - answera. Hours
b. Cases
12. Which of the following are considered external roles? - answera. Customer
administrator [sn_customerservice.customer_admin]
b. Partner administrator [sn_customerservice.partner_admin]
13. When a consumer self-registers on the Consumer Service Portal, a record is
created in which tables? (Choose two) - answera. Consumers [csm_consumer]
b. Consumer Users [csm_consumer_user]
14. Information in the Case Field "Contact" is copied to which Incident Field? - Contact
(Case) Caller (Incident) - answera. Caller
15. Users with the sn_customerservice.proxy_contact role can do which of the
following? - answera. Create cases on behalf of customers
b. Create requests on behalf of customers
16. What is the purpose of a catalog item variable? - answera. Allows the customer or
consumer to qualify their answer
17. Which of the following can a Customer view from the CSM portal? (Choose three) -
all but Contact (Customer Service Manager only) - answera. Assets
b. Orders
c. Publications (Other items a customer can view on the CSM portal include Create
Case, Cases and Notifications. Customer Admin can view all of these and Contacts)
18. What are the conditions that matching rules are based on? (Choose two) - SAC of
agent (skill, availability, capacity) and case specific info - answera. Agent resources
best suited to work on a case
b. Specific case attributes
19. Predictive Intelligence improves Case Management by: - used in Agent Assist,
predicts case values - answera. Predicting Case values without manual intervention
20. What do blue circles in the timeline of a case represent? - answera. State
21. What is required to enable the Follow the sun field on the Customer Service Case
form? - answera. The value property on the form must be set to true and the field added
to the case form.
1. Which of the following functions can be completed when using a Field Service
Management Application on a mobile device offline? (Choose three) - answera. Execute
assigned tasks
b. Close completed work orders
c. Manage assets
2. 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? - answera. Social Profile
3. How do you change a field on the case form for a case created through Community?
- updating record producer is possible - answera. Update the associated record
producer
4. Which of the following represent characteristics of customization? (Choose three) -
answera. Complex JavaScript
b. Impact future releases/upgrades
c. Require developers to maintain
5. What are the features of Customer Service Management? (Choose four) - answera.
Service Entitlements
b. Real-time SLAs
c. Service Contracts
d. Skills based routing
6. Which are the key self-service functions of the Customer Support Portal? (Choose
three) - answera. Community
b. Knowledge Base
c. Service Catalog
7. The Customer Support Portal default configuration provides the following channels to
interact with customers. (Choose two) - don't click Virtual Agent (this needs turning on) -
answera. Web
b. Email
8. Partner admin contacts have access to the data of which of the following? - answera.
Both (options were Partner accounts, Customer accounts, both and neither)
9. Which of the following are channels? (Choose two) - answera. Web
b. Chat
, 10. Which of the following is considered an asset to both the Service Provider and the
Customer? - answera. A refrigerator leased to the customer
11. Which of the following are units for entitlements? (Choose two) - answera. Hours
b. Cases
12. Which of the following are considered external roles? - answera. Customer
administrator [sn_customerservice.customer_admin]
b. Partner administrator [sn_customerservice.partner_admin]
13. When a consumer self-registers on the Consumer Service Portal, a record is
created in which tables? (Choose two) - answera. Consumers [csm_consumer]
b. Consumer Users [csm_consumer_user]
14. Information in the Case Field "Contact" is copied to which Incident Field? - Contact
(Case) Caller (Incident) - answera. Caller
15. Users with the sn_customerservice.proxy_contact role can do which of the
following? - answera. Create cases on behalf of customers
b. Create requests on behalf of customers
16. What is the purpose of a catalog item variable? - answera. Allows the customer or
consumer to qualify their answer
17. Which of the following can a Customer view from the CSM portal? (Choose three) -
all but Contact (Customer Service Manager only) - answera. Assets
b. Orders
c. Publications (Other items a customer can view on the CSM portal include Create
Case, Cases and Notifications. Customer Admin can view all of these and Contacts)
18. What are the conditions that matching rules are based on? (Choose two) - SAC of
agent (skill, availability, capacity) and case specific info - answera. Agent resources
best suited to work on a case
b. Specific case attributes
19. Predictive Intelligence improves Case Management by: - used in Agent Assist,
predicts case values - answera. Predicting Case values without manual intervention
20. What do blue circles in the timeline of a case represent? - answera. State
21. What is required to enable the Follow the sun field on the Customer Service Case
form? - answera. The value property on the form must be set to true and the field added
to the case form.
