CSM EXAM QUESTIONS AND ANSWERS
1. Which of the following functions can be completed when using a Field Service
Management Application on a mobile device offline? (Choose three) - Answer -a.
Execute assigned tasks
b. Close completed work orders
c. Manage assets
2. ACME corporation wants to use ServiceNow CSM for supporting their customers
through Twitter. What CSM entity would you recommend ACME to store the customer's
Twitter profile details? - Answer -a. Social Profile
3. How do you change a field on the case form for a case created through Community?
- updating record producer is possible - Answer -a. Update the associated record
producer
4. Which of the following represent characteristics of customization? (Choose three) -
Answer -a. Complex JavaScript
b. Impact future releases/upgrades
c. Require developers to maintain
5. What are the features of Customer Service Management? (Choose four) - Answer -
a. Service Entitlements
b. Real-time SLAs
c. Service Contracts
d. Skills based routing
6. Which are the key self-service functions of the Customer Support Portal? (Choose
three) - Answer -a. Community
b. Knowledge Base
c. Service Catalog
7. The Customer Support Portal default configuration provides the following channels to
interact with customers. (Choose two) - don't click Virtual Agent (this needs turning on) -
Answer -a. Web
b. Email
8. Which social media channels are NOT available out-of-the-box? - all social media
channel is available OOB - Answer -a. None of the above (the options were Facebook,
LinkedIn, Twitter, All of the above, None of the above) Some say Linkedin is not
included, please use your own judgement
9. What are some benefits that Knowledge Product Entitlement provide? (Choose three)
- KPE is about limiting what knowledge customers see (KB's & KA's for products the
, customer's company (account) purchased + KB's & KA's for customer's company
(account) entitlements) - Answer -a. Reduces case volume
b. Makes it easier for Agents to manage case volume*
c. Allows access to Knowledge Articles that are related to products owned by a
customer
10. In the Customer Service Management space, what does the term Asset
Management mean? - Answer -a. Financial, contractual and Inventory management of
assets
11. What are the components of Proactive Customer Service Operations? (Choose
three) - Answer -a. Service Monitoring
b. Service-Aware-Install Base
c. Proactive Case
12. What are the benefits of Proactive Customer Service Operations? (Choose three) -
Answer -a. Faster resolution time
b. Lower call volume
c. Improved customer experience
13. What is required to synchronize fields from a parent to child case(s)? - Parent Child
synchronization is default to CSM app so has plugin + but needs properties set (cause
there's defaults, but admin needs to set like fields, etc.) - Answer -a. Installation of
plugin and activate certain properties
14. Which of the following is true about parent-child case synchronization? (Choose
three) - Answer -a. Multiple child cases can be managed through one parent case,
such as in Major Issue Management
b. An admin can choose which fields from the parent case to synchronize with the child
case
c. Updates to the parent case automatically syncs to child case
15. Partner admin contacts have access to the data of which of the following? - Answer
-a. Both (options were Partner accounts, Customer accounts, both and neither)
16. Which of the following are channels? (Choose two) - Answer -a. Web
b. Chat
17. Which of the following is considered an asset to both the Service Provider and the
Customer? - Answer -a. A refrigerator leased to the customer
18. Which of the following are units for entitlements? (Choose two) - Answer -a. Hours
b. Cases
19. Which of the following are considered external roles? - Answer -a. Customer
administrator [sn_customerservice.customer_admin]
1. Which of the following functions can be completed when using a Field Service
Management Application on a mobile device offline? (Choose three) - Answer -a.
Execute assigned tasks
b. Close completed work orders
c. Manage assets
2. ACME corporation wants to use ServiceNow CSM for supporting their customers
through Twitter. What CSM entity would you recommend ACME to store the customer's
Twitter profile details? - Answer -a. Social Profile
3. How do you change a field on the case form for a case created through Community?
- updating record producer is possible - Answer -a. Update the associated record
producer
4. Which of the following represent characteristics of customization? (Choose three) -
Answer -a. Complex JavaScript
b. Impact future releases/upgrades
c. Require developers to maintain
5. What are the features of Customer Service Management? (Choose four) - Answer -
a. Service Entitlements
b. Real-time SLAs
c. Service Contracts
d. Skills based routing
6. Which are the key self-service functions of the Customer Support Portal? (Choose
three) - Answer -a. Community
b. Knowledge Base
c. Service Catalog
7. The Customer Support Portal default configuration provides the following channels to
interact with customers. (Choose two) - don't click Virtual Agent (this needs turning on) -
Answer -a. Web
b. Email
8. Which social media channels are NOT available out-of-the-box? - all social media
channel is available OOB - Answer -a. None of the above (the options were Facebook,
LinkedIn, Twitter, All of the above, None of the above) Some say Linkedin is not
included, please use your own judgement
9. What are some benefits that Knowledge Product Entitlement provide? (Choose three)
- KPE is about limiting what knowledge customers see (KB's & KA's for products the
, customer's company (account) purchased + KB's & KA's for customer's company
(account) entitlements) - Answer -a. Reduces case volume
b. Makes it easier for Agents to manage case volume*
c. Allows access to Knowledge Articles that are related to products owned by a
customer
10. In the Customer Service Management space, what does the term Asset
Management mean? - Answer -a. Financial, contractual and Inventory management of
assets
11. What are the components of Proactive Customer Service Operations? (Choose
three) - Answer -a. Service Monitoring
b. Service-Aware-Install Base
c. Proactive Case
12. What are the benefits of Proactive Customer Service Operations? (Choose three) -
Answer -a. Faster resolution time
b. Lower call volume
c. Improved customer experience
13. What is required to synchronize fields from a parent to child case(s)? - Parent Child
synchronization is default to CSM app so has plugin + but needs properties set (cause
there's defaults, but admin needs to set like fields, etc.) - Answer -a. Installation of
plugin and activate certain properties
14. Which of the following is true about parent-child case synchronization? (Choose
three) - Answer -a. Multiple child cases can be managed through one parent case,
such as in Major Issue Management
b. An admin can choose which fields from the parent case to synchronize with the child
case
c. Updates to the parent case automatically syncs to child case
15. Partner admin contacts have access to the data of which of the following? - Answer
-a. Both (options were Partner accounts, Customer accounts, both and neither)
16. Which of the following are channels? (Choose two) - Answer -a. Web
b. Chat
17. Which of the following is considered an asset to both the Service Provider and the
Customer? - Answer -a. A refrigerator leased to the customer
18. Which of the following are units for entitlements? (Choose two) - Answer -a. Hours
b. Cases
19. Which of the following are considered external roles? - Answer -a. Customer
administrator [sn_customerservice.customer_admin]
