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
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
