SERVICENOW CIS-CSM EXAM PREP PT2
Timeline above case record? - Answer -Resolution shaper
What does the blue circle represent on the Resolution Shaper? - Answer -A state
Change
What does a ticket / line represent on the resolution shaper? - Answer -Any activity
other than state change
What is the difference between a customer / agent update on the resolution shaper ? -
Answer -Customer are below, agents are above
What are the types of Cases in CSM? - Answer -Product, Order
An Agent Can create case from Customer Service Application using what methods? -
Answer -Any associated Entities (account, contract, entitlements, assets, etc..) or from a
customer chat session
Which internal processes can be linked to CSM ? - Answer -Problem, Change, Field
Service, Asset, Configuration
What is a "Product" in CSM ? - Answer -A good or a Service that a company sells to,
and supports for their customers
What is an Asset in CSM ? - Answer -A specific product instance which is purchased /
subscribed by a customer.
*Note*: The Asset Management Application is activated when CSM is installed
What is an example of a Model Category, and what is it's use? - Answer -Refrigerator
Model categories associate CI classes with Asset classes as a part of the Product
Catalog Application.
The model category configuration determines if the ServiceNow platform creates an
asset from a CI, and, if so, what class of asset
Provide an example of a Product Model? - Answer -Large Commercial Fridge model
123
What is an Asset field? - Answer -Serial Number 123 (the asset owned by the client)
Accounts / Partners are linked to the following entities - Answer -- Entitlements,
Products
, - Contacts / Consumers
- Contracts
- Assets
What table does Account extends from? - Answer -core_company
Who can create and manage cases for the customer accounts? - Answer -"partner" or
"partner_admin" role
What are the available types of units for Entitlements ? - Answer -Cases, or Hours
When does the Entitlement counter calculate? - Answer -Runs whenever a case with
an associated entitlement is Closed
*NOTE*: Only runs if the per unit field is enabled
What ServiceNow products can use Communities? - Answer -Only available with CSM
What is OpenFrame? - Answer -OpenFrame provides a communication frame that
customer service agents use to place and receive customer calls.
OpenFrame provides a way for communication partners to integrate telephony systems
into the ServiceNow platform. The OpenFrame API can be used to communicate
between the ServiceNow platform and the domain opened in the OpenFrame window.
Communication partners can use OpenFrame to integrate telephony systems into the
Now Platform (T/F)? - Answer -TRUE
How is the OpenFrame API Used ? - Answer -The OpenFrame API can be used to
communicate between the Now Platform and the domain opened in the OpenFrame
window.
Which openframe configuration will the user access if multiple are assigned ? - Answer
-The openframe with the lowest order
Where is the engagement governed? - Answer -Centralized - Service Portal
Engagement Instance Customer Production Instance
What are the SN defined configuration levels of Complexity ? - Answer -• Nominal (10
weeks): As-is, no integrations or translations
• Low (14 weeks): Minor changes
• Major (18 weeks): Significant changes to the base instance, multiple Business Units,
integration or translations required
• Drastic (28 weeks): Exorbitant changes to the base
Where can the Business Process and Scoping Guide be found? - Answer -Partner
Portal > Enablement Page
Timeline above case record? - Answer -Resolution shaper
What does the blue circle represent on the Resolution Shaper? - Answer -A state
Change
What does a ticket / line represent on the resolution shaper? - Answer -Any activity
other than state change
What is the difference between a customer / agent update on the resolution shaper ? -
Answer -Customer are below, agents are above
What are the types of Cases in CSM? - Answer -Product, Order
An Agent Can create case from Customer Service Application using what methods? -
Answer -Any associated Entities (account, contract, entitlements, assets, etc..) or from a
customer chat session
Which internal processes can be linked to CSM ? - Answer -Problem, Change, Field
Service, Asset, Configuration
What is a "Product" in CSM ? - Answer -A good or a Service that a company sells to,
and supports for their customers
What is an Asset in CSM ? - Answer -A specific product instance which is purchased /
subscribed by a customer.
*Note*: The Asset Management Application is activated when CSM is installed
What is an example of a Model Category, and what is it's use? - Answer -Refrigerator
Model categories associate CI classes with Asset classes as a part of the Product
Catalog Application.
The model category configuration determines if the ServiceNow platform creates an
asset from a CI, and, if so, what class of asset
Provide an example of a Product Model? - Answer -Large Commercial Fridge model
123
What is an Asset field? - Answer -Serial Number 123 (the asset owned by the client)
Accounts / Partners are linked to the following entities - Answer -- Entitlements,
Products
, - Contacts / Consumers
- Contracts
- Assets
What table does Account extends from? - Answer -core_company
Who can create and manage cases for the customer accounts? - Answer -"partner" or
"partner_admin" role
What are the available types of units for Entitlements ? - Answer -Cases, or Hours
When does the Entitlement counter calculate? - Answer -Runs whenever a case with
an associated entitlement is Closed
*NOTE*: Only runs if the per unit field is enabled
What ServiceNow products can use Communities? - Answer -Only available with CSM
What is OpenFrame? - Answer -OpenFrame provides a communication frame that
customer service agents use to place and receive customer calls.
OpenFrame provides a way for communication partners to integrate telephony systems
into the ServiceNow platform. The OpenFrame API can be used to communicate
between the ServiceNow platform and the domain opened in the OpenFrame window.
Communication partners can use OpenFrame to integrate telephony systems into the
Now Platform (T/F)? - Answer -TRUE
How is the OpenFrame API Used ? - Answer -The OpenFrame API can be used to
communicate between the Now Platform and the domain opened in the OpenFrame
window.
Which openframe configuration will the user access if multiple are assigned ? - Answer
-The openframe with the lowest order
Where is the engagement governed? - Answer -Centralized - Service Portal
Engagement Instance Customer Production Instance
What are the SN defined configuration levels of Complexity ? - Answer -• Nominal (10
weeks): As-is, no integrations or translations
• Low (14 weeks): Minor changes
• Major (18 weeks): Significant changes to the base instance, multiple Business Units,
integration or translations required
• Drastic (28 weeks): Exorbitant changes to the base
Where can the Business Process and Scoping Guide be found? - Answer -Partner
Portal > Enablement Page
