ServiceNow CSM CIS Exam (Orlando)
Which of the following are channels?
o A. Contacts
o B. Web
o C. Chat
o D. Article - Answer-Answer: B, C - Web & Chat
What is required to enable the Follow the sun field on the Customer Service Case form?
o A. Nothing, it is a standard field
o B. The value property on the form must be set to true
o C. The plugin 'com.snc.csm_time_recording' needs to be activated
o D. The value property on the form must be set to true and the field added to the case form - Answer-
Answer: D - The value property on the form must be set to true and the field added to the case form
https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-
service-management/task/t_CreateACaseFromCustServApp.html
How many outbound email accounts are supported? - Answer-Answer: One
,https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/notification/
concept/c_EmailAccounts.html
How many open frame configurations can you have? - Answer-Answer: Unlimited
https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-
service-management/concept/c_OpenFrameOverview.html
What should be emphasized when designing solutions? (Choose three.)
o A. Minimize customizations
o B. Focus Out-of-the-box functionality
o C. Design for Scalability
o D. Mobile friendly functionality - Answer-Answer: A, B, C
Minimize customizations
Focus Out-of-the-box functionality
Design for Scalability
What do blue circles in the timeline of a case form represent?
o A. Note
o B. State
o C. Activity
o D. Comment - Answer-Answer: B - State
https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-
service-management/reference/r_CustomerServiceCaseTimeline.html
,Predictive Intelligence improves Case management by:
A. Predicting what values should have gone into empty fields in historical records
B. Reducing the number of records needed to accurately predict a value
C. Replacing legacy routing rules
D. Predicting Case values without manual intervention - Answer-Answer: D - Predicting Case values
without manual intervention
See pg. 95 of workbook
https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-
service-management/task/agent-intelligence-csm-use.html
What are default channels from the portal?
o Web
o Chat
o Email
o Social - Answer-Answer: Web, Chat, Email
https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-
service-management/concept/configure-csm-omni-channel.html
Which social media channels are NOT available out-of-box?
A. Facebook
B. Twitter
C. LinkedIn
D. All of the above
E. None of the above - Answer-Answer: D - All of the Above
, You can implement any of them, but none are set up by default.
Verified in portal.
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence
supports which of the following decisions? (Choose two.)
A. Case Escalation
B. Case State
C. Case Categorization
D. Case Prioritization - Answer-Answer: C, D - Case Categorization & Case Prioritization
https://docs.servicenow.com/bundle/paris-performance-analytics-and-reporting/page/administer/
predictive-intelligence/concept/predictive-intelligence.html
What is the purpose of a Catalog Item variable?
A. Allows the customer to ask a question
B. Provides hint to the user on the field
C. Opens a chat session with customer support
D. Allows the customer or consumer to qualify their answer - Answer-Answer: D - Allows the consumer
to qualify their answer
In the Customer Service Management space, what does the term asset management mean?
A. Financial, contractual and inventory information of assets
B. A set of business activities and processes used to track assets
C. Tables in the Asset application
D. Tracking products or services customers are using - Answer-Answer: A - Financial, contractual and
inventory information of assets
Which of the following are channels?
o A. Contacts
o B. Web
o C. Chat
o D. Article - Answer-Answer: B, C - Web & Chat
What is required to enable the Follow the sun field on the Customer Service Case form?
o A. Nothing, it is a standard field
o B. The value property on the form must be set to true
o C. The plugin 'com.snc.csm_time_recording' needs to be activated
o D. The value property on the form must be set to true and the field added to the case form - Answer-
Answer: D - The value property on the form must be set to true and the field added to the case form
https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-
service-management/task/t_CreateACaseFromCustServApp.html
How many outbound email accounts are supported? - Answer-Answer: One
,https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/notification/
concept/c_EmailAccounts.html
How many open frame configurations can you have? - Answer-Answer: Unlimited
https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-
service-management/concept/c_OpenFrameOverview.html
What should be emphasized when designing solutions? (Choose three.)
o A. Minimize customizations
o B. Focus Out-of-the-box functionality
o C. Design for Scalability
o D. Mobile friendly functionality - Answer-Answer: A, B, C
Minimize customizations
Focus Out-of-the-box functionality
Design for Scalability
What do blue circles in the timeline of a case form represent?
o A. Note
o B. State
o C. Activity
o D. Comment - Answer-Answer: B - State
https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-
service-management/reference/r_CustomerServiceCaseTimeline.html
,Predictive Intelligence improves Case management by:
A. Predicting what values should have gone into empty fields in historical records
B. Reducing the number of records needed to accurately predict a value
C. Replacing legacy routing rules
D. Predicting Case values without manual intervention - Answer-Answer: D - Predicting Case values
without manual intervention
See pg. 95 of workbook
https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-
service-management/task/agent-intelligence-csm-use.html
What are default channels from the portal?
o Web
o Chat
o Email
o Social - Answer-Answer: Web, Chat, Email
https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-
service-management/concept/configure-csm-omni-channel.html
Which social media channels are NOT available out-of-box?
A. Facebook
B. Twitter
C. LinkedIn
D. All of the above
E. None of the above - Answer-Answer: D - All of the Above
, You can implement any of them, but none are set up by default.
Verified in portal.
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence
supports which of the following decisions? (Choose two.)
A. Case Escalation
B. Case State
C. Case Categorization
D. Case Prioritization - Answer-Answer: C, D - Case Categorization & Case Prioritization
https://docs.servicenow.com/bundle/paris-performance-analytics-and-reporting/page/administer/
predictive-intelligence/concept/predictive-intelligence.html
What is the purpose of a Catalog Item variable?
A. Allows the customer to ask a question
B. Provides hint to the user on the field
C. Opens a chat session with customer support
D. Allows the customer or consumer to qualify their answer - Answer-Answer: D - Allows the consumer
to qualify their answer
In the Customer Service Management space, what does the term asset management mean?
A. Financial, contractual and inventory information of assets
B. A set of business activities and processes used to track assets
C. Tables in the Asset application
D. Tracking products or services customers are using - Answer-Answer: A - Financial, contractual and
inventory information of assets
