Free CIS-CSM Sample Questions — Certified Implementation Specialist - Customer Service Management

Which are the key self-service functions of the Customer Support Portal? (Choose three.)

• A. Community
• B. Knowledge Base
• C. Open An Incident
• D. Service Catalog

When an agent requires additional information from the customer to help solve the case, the case state is:

• A. Awaiting Info
• B. Paused
• C. Info Req
• D. Waiting

Which of the following roles can update a consumer's record? (Choose two.)

• A. Consumer Support Agent {sn_customerservice.consumer_agent)
• B. Customer Service Manager (sn_customerservice_manager)
• C. Customer Service Agent (sn_customerservice_agent)
• D. Customer (sn_customerservice.customer)

When working with case types, what is the lowest level in the case type hierarchy called?

• A. Sub-level
• B. Leaf-level
• C. Decision-level
• D. Base-level

What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

• A. Service Monitoring
• B. Service Reporting
• C. Service-Aware CMDB
• D. Service-Aware Install Base
• E. Proactive Case
• F. Proactive Prevention

Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?

• A. Quick Messages
• B. Quick Actions
• C. Response Templates
• D. Templates

Which roles can propose a case as a Major Case candidate? (Choose three.)

• A. Proxy contact (sn_customerservice.proxy_contact)
• B. Customer case manager (sn_customerservice.customer_case_manager)
• C. Customer service manager (sn_customerservice_manager)
• D. Customer service agent (sn_customerservice_agent)
• E. Major issue manager (sn_majorissue_mgt.major_issue_manager)

Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)

• A. Contact (customer_contact)
• B. Consumer User (csm_consumer-user)
• C. Consumer (csm_consumer)
• D. CSM User (csm_user)

Which service catalogs are available in the base instance customer portals? (Choose two.)

• A. Consumer Service
• B. Customer Service
• C. Partner Service
• D. Product Service

What action to be taken if the product has no configurable attributes?

• A. Optimize data in the Install Base Item table
• B. Create new child table for Install Base Item
• C. Group into existing extended Install Base Item table
• D. Store it in the baseline Install Base Item table

Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow’s and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

• A. Proactive Prevention
• B. Service-Aware Install Base
• C. Service Reporting
• D. Proactive Case
• E. Service-Aware CMDB
• F. Service Monitoring

Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)

• A. sn_customerservice_agent
• B. sn_customerservice.customer_admm
• C. sn_customerservice.partner_admin
• D. sn_customerservice_manager
• E. admin

Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

• A. Contextual Search
• B. Agent Assist
• C. Dynamic Related Records
• D. Record Information

Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)

• A. Case playbook for Onboarding
• B. Case playbook for Services
• C. Case playbook for Product Support
• D. Case playbook for Complaints
• E. Case playbook for Billing

Agents and managers cannot create knowledge articles from Community questions.

• A. True
• B. False

Which application must be activated to enable customers to check in on-line for future appointments?

• A. Business Location
• B. Walk-Up Experience
• C. Field Service Management
• D. Service Organization

What should be emphasized when designing solutions? (Choose three.)

• A. Minimize customizations
• B. Focus Out-of-the-box functionality
• C. Design for Scalability
• D. Mobile friendly functionality

Which table stores consumer addresses?

• A. cmn_location
• B. csm_consumer_user
• C. csm_consumer_address
• D. cmn_location_type

Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades. How many sequential project phases and exit gates are there in the Now Create Methodology?

• A. Three
• B. Five
• C. Four
• D. Six

The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?

• A. As email is being used fewer agents would be required to create cases so service costs would go down
• B. It is easier to report on data in emails which means managers would be better placed to track performance
• C. It can lead to taster resolution of customer issues and faster response to customer inquiries
• D. It would guarantee less wait time for customers who chose to call the customer service center