SERVICENOW CIS-CSM EXAM 2024/2025 WITH
100% ACCURATE SOLUTIONS
Timeline above case record? - Precise Answer ✔✔Resolution shaper
What does the blue circle represent on the Resolution Shaper? - Precise
Answer ✔✔A state Change
What does a ticket / line represent on the resolution shaper? - Precise
Answer ✔✔Any activity other than state change
What is the difference between a customer / agent update on the
resolution shaper ? - Precise Answer ✔✔Customer are below, agents are
above
What are the types of Cases in CSM? - Precise Answer ✔✔Product,
Order
An Agent Can create case from Customer Service Application using
what methods? - Precise Answer ✔✔Any associated Entities (account,
contract, entitlements, assets, etc..) or from a customer chat session
Which internal processes can be linked to CSM ? - Precise Answer
✔✔Problem, Change, Field Service, Asset, Configuration
,What is a "Product" in CSM ? - Precise Answer ✔✔A good or a Service
that a company sells to, and supports for their customers
What is an Asset in CSM ? - Precise 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? - Precise
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? - Precise Answer ✔✔Large
Commercial Fridge model 123
What is an Asset field? - Precise Answer ✔✔Serial Number 123 (the
asset owned by the client)
Accounts / Partners are linked to the following entities - Precise Answer
✔✔- Entitlements, Products
- Contacts / Consumers
,- Contracts
- Assets
What table does Account extends from? - Precise Answer
✔✔core_company
Who can create and manage cases for the customer accounts? - Precise
Answer ✔✔"partner" or "partner_admin" role
What are the available types of units for Entitlements ? - Precise Answer
✔✔Cases, or Hours
When does the Entitlement counter calculate? - Precise 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? - Precise Answer
✔✔Only available with CSM
What is OpenFrame? - Precise 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)? - Precise Answer ✔✔TRUE
How is the OpenFrame API Used ? - Precise 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 ? - Precise Answer ✔✔The openframe with the lowest order
Where is the engagement governed? - Precise Answer ✔✔Centralized -
Service Portal Engagement Instance Customer Production Instance
What are the SN defined configuration levels of Complexity ? - Precise
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? - Precise
Answer ✔✔Partner Portal > Enablement Page
100% ACCURATE SOLUTIONS
Timeline above case record? - Precise Answer ✔✔Resolution shaper
What does the blue circle represent on the Resolution Shaper? - Precise
Answer ✔✔A state Change
What does a ticket / line represent on the resolution shaper? - Precise
Answer ✔✔Any activity other than state change
What is the difference between a customer / agent update on the
resolution shaper ? - Precise Answer ✔✔Customer are below, agents are
above
What are the types of Cases in CSM? - Precise Answer ✔✔Product,
Order
An Agent Can create case from Customer Service Application using
what methods? - Precise Answer ✔✔Any associated Entities (account,
contract, entitlements, assets, etc..) or from a customer chat session
Which internal processes can be linked to CSM ? - Precise Answer
✔✔Problem, Change, Field Service, Asset, Configuration
,What is a "Product" in CSM ? - Precise Answer ✔✔A good or a Service
that a company sells to, and supports for their customers
What is an Asset in CSM ? - Precise 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? - Precise
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? - Precise Answer ✔✔Large
Commercial Fridge model 123
What is an Asset field? - Precise Answer ✔✔Serial Number 123 (the
asset owned by the client)
Accounts / Partners are linked to the following entities - Precise Answer
✔✔- Entitlements, Products
- Contacts / Consumers
,- Contracts
- Assets
What table does Account extends from? - Precise Answer
✔✔core_company
Who can create and manage cases for the customer accounts? - Precise
Answer ✔✔"partner" or "partner_admin" role
What are the available types of units for Entitlements ? - Precise Answer
✔✔Cases, or Hours
When does the Entitlement counter calculate? - Precise 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? - Precise Answer
✔✔Only available with CSM
What is OpenFrame? - Precise 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)? - Precise Answer ✔✔TRUE
How is the OpenFrame API Used ? - Precise 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 ? - Precise Answer ✔✔The openframe with the lowest order
Where is the engagement governed? - Precise Answer ✔✔Centralized -
Service Portal Engagement Instance Customer Production Instance
What are the SN defined configuration levels of Complexity ? - Precise
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? - Precise
Answer ✔✔Partner Portal > Enablement Page
