CSM Exam Questions – Scrum Master Practice Test & Study Guide
1. Which of the following functions can be completed when using a Field Service Management
Application on a mobile device offline? (Choose three) - correct 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? - correct 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 - correct answer ✔✔a. Update the associated record
producer
4. Which of the following represent characteristics of customization? (Choose three) - correct
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) - correct 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) -
correct 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) - correct answer
✔✔a. Web
b. Email
8. Partner admin contacts have access to the data of which of the following? - correct answer
✔✔a. Both (options were Partner accounts, Customer accounts, both and neither)
9. Which of the following are channels? (Choose two) - correct answer ✔✔a. Web
b. Chat
10. Which of the following is considered an asset to both the Service Provider and the
Customer? - correct answer ✔✔a. A refrigerator leased to the customer
11. Which of the following are units for entitlements? (Choose two) - correct answer ✔✔a.
Hours
b. Cases
12. Which of the following are considered external roles? - correct answer ✔✔a. Customer
administrator [sn_customerservice.customer_admin]
b. Partner administrator [sn_customerservice.partner_admin]
13. When a consumer self-registers on the Consumer Service Portal, a record is created in which
tables? (Choose two) - correct answer ✔✔a. Consumers [csm_consumer]
b. Consumer Users [csm_consumer_user]
1. Which of the following functions can be completed when using a Field Service Management
Application on a mobile device offline? (Choose three) - correct 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? - correct 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 - correct answer ✔✔a. Update the associated record
producer
4. Which of the following represent characteristics of customization? (Choose three) - correct
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) - correct 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) -
correct 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) - correct answer
✔✔a. Web
b. Email
8. Partner admin contacts have access to the data of which of the following? - correct answer
✔✔a. Both (options were Partner accounts, Customer accounts, both and neither)
9. Which of the following are channels? (Choose two) - correct answer ✔✔a. Web
b. Chat
10. Which of the following is considered an asset to both the Service Provider and the
Customer? - correct answer ✔✔a. A refrigerator leased to the customer
11. Which of the following are units for entitlements? (Choose two) - correct answer ✔✔a.
Hours
b. Cases
12. Which of the following are considered external roles? - correct answer ✔✔a. Customer
administrator [sn_customerservice.customer_admin]
b. Partner administrator [sn_customerservice.partner_admin]
13. When a consumer self-registers on the Consumer Service Portal, a record is created in which
tables? (Choose two) - correct answer ✔✔a. Consumers [csm_consumer]
b. Consumer Users [csm_consumer_user]
