CIS CSM Exam Questions With All Correct &
Verified Answers
1. Which of the following is incorrect regarding
Agents can use Agent
Agent Workspace for CSM?
Workspace or the
Agents can use Agent Workspace or the tradi- tional UI view of
traditional UI view of cases, not both cases, not both
Agent Workspace provides an integrated and
intuitive user experience
Agents can handle both real-time calls and
chats via Agent Workspace
Configuration for Agent Workspace depends on
which plugins you have enabled
2. When agent requires some information from
Awaiting Info
the cus- tomer to help his solve the case, the
case state is:
CAN Message
3. Which of these is not a ServiceNow CSM
integration capability:
- REST Message
- CAN Message
- Import Sets
- Table API
... not allowed
4. Regarding Account Teams, if the responsibility is
de- fined as unique, then adding duplicate
responsibilities to the same account is...
Unlimited
5. How many active OpenFrame configurations
can you have on an instance?
6.
, CIS CSM Exam Questions With All Correct &
Verified Answers
Access to knowledge base or articles can be restricted User Criteria and
Knowl-
based on customer's assets and the product
models using which of the following - SELECT 10. One of the
2 conditions
e. ACL that
f. User Criteria matching
g. Knowledge Product Entitlements rules are
h. None of the above based on
is?
7. What should be part of the pre-engagement
collater- al?
•Scoping Guide
•Frequently Asked Questions (FAQ)
•Customer Service Roles template
•Stock Keeping Unit (SKU) and pricing sheet
8. What is the equivalent of NOT selecting any
group, when configuring multiple active
configurations of OpenFrame?
•Selecting none of the groups
•Selecting all of the groups
•Misconfigured
•Missing Configuration
9. Which plugin enables the support chat as one of
the communication channels between a
customer and a customer support agent?
•CSM Chat plugin
•Connect Chat plugin
•No plugin required. Feature is available with
CSM
•Connect plugin
, CIS CSM Exam Questions With All Correct &
Verified Answers
edge Product Entitlement
Scoping Guide
Selecting all of the groups
no plugin required. Fea- ture is available with CSM
Case Attributes
, CIS CSM Exam Questions With All Correct &
Verified Answers
•Assignment (not included) Agent Re-
•Agent sources
Domain
•Switching
•Case
Attributes
11. Which one of the following prerequisite for any Open- CTI
Frame implementation?
•Inbound Email Configuration
•CTI
•Notify
•Connect
12. What are some benefits that Knowledge •Email
Product Enti- tlement provide? Select 3 that
apply.
o Reduce call volume
o Makes it easier for Agents to manage case
volume
o Allows access to Knowledge Articles that
are related to products owned by a customer
o Information about a customer's service
contract
13. When a new case is opened by an agent
using the Customer Support Portal what is the
default value in the Channel field? (I think this
is Web, Brian thought differently)
•Portal
•Phone
•Web
Verified Answers
1. Which of the following is incorrect regarding
Agents can use Agent
Agent Workspace for CSM?
Workspace or the
Agents can use Agent Workspace or the tradi- tional UI view of
traditional UI view of cases, not both cases, not both
Agent Workspace provides an integrated and
intuitive user experience
Agents can handle both real-time calls and
chats via Agent Workspace
Configuration for Agent Workspace depends on
which plugins you have enabled
2. When agent requires some information from
Awaiting Info
the cus- tomer to help his solve the case, the
case state is:
CAN Message
3. Which of these is not a ServiceNow CSM
integration capability:
- REST Message
- CAN Message
- Import Sets
- Table API
... not allowed
4. Regarding Account Teams, if the responsibility is
de- fined as unique, then adding duplicate
responsibilities to the same account is...
Unlimited
5. How many active OpenFrame configurations
can you have on an instance?
6.
, CIS CSM Exam Questions With All Correct &
Verified Answers
Access to knowledge base or articles can be restricted User Criteria and
Knowl-
based on customer's assets and the product
models using which of the following - SELECT 10. One of the
2 conditions
e. ACL that
f. User Criteria matching
g. Knowledge Product Entitlements rules are
h. None of the above based on
is?
7. What should be part of the pre-engagement
collater- al?
•Scoping Guide
•Frequently Asked Questions (FAQ)
•Customer Service Roles template
•Stock Keeping Unit (SKU) and pricing sheet
8. What is the equivalent of NOT selecting any
group, when configuring multiple active
configurations of OpenFrame?
•Selecting none of the groups
•Selecting all of the groups
•Misconfigured
•Missing Configuration
9. Which plugin enables the support chat as one of
the communication channels between a
customer and a customer support agent?
•CSM Chat plugin
•Connect Chat plugin
•No plugin required. Feature is available with
CSM
•Connect plugin
, CIS CSM Exam Questions With All Correct &
Verified Answers
edge Product Entitlement
Scoping Guide
Selecting all of the groups
no plugin required. Fea- ture is available with CSM
Case Attributes
, CIS CSM Exam Questions With All Correct &
Verified Answers
•Assignment (not included) Agent Re-
•Agent sources
Domain
•Switching
•Case
Attributes
11. Which one of the following prerequisite for any Open- CTI
Frame implementation?
•Inbound Email Configuration
•CTI
•Notify
•Connect
12. What are some benefits that Knowledge •Email
Product Enti- tlement provide? Select 3 that
apply.
o Reduce call volume
o Makes it easier for Agents to manage case
volume
o Allows access to Knowledge Articles that
are related to products owned by a customer
o Information about a customer's service
contract
13. When a new case is opened by an agent
using the Customer Support Portal what is the
default value in the Channel field? (I think this
is Web, Brian thought differently)
•Portal
•Phone
•Web
