ServiceNow CIS-CSM Mock Exam 3

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.)

• Proactive Prevention

• Service-Aware Install Base

• Service Reporting

• Proactive Case

• Service Monitoring

Which roles are considered external? (Choose two.)

• Consumer Support Agent (sn_customerservice.consumer_agent)

• Customer Admin (sn_customerservice.customer_admin)

• Partner Admin (sn_customerservice.partner_admin)

• Customer Service Agent (sn_customerservice_agent)

The default configuration automatically closes resolved Cases after how many days?

• 5 days

• Cases are not automatically closed by default

• 3 days

• 10 days

What do blue circles in the timeline of a case form represent?

• Triggered SLAs

• Activity updates

• Customer comments

• State changes

What are the different resource matching methods on the Matching Rule form? (Choose four.)

• Scripted

• Advanced

• Selection Criteria

• Simple

• History

Which of the following child case states would cause parent - child case synchronization to fail? (Choose three.)

• Resolved

• Awaiting Info

• In Progress

• Closed

• Cancelled

External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. Which of the following can they approve in relation to cases via the portals?

• Request Records and Escalations

• Change Records and Request Records

• Problem Records and Escalations

• Problem Records and Incident Records

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.)

• Case playbook for Onboarding

• Case playbook for Services

• Case playbook for Product Support

• Case playbook for Complaints

• Case playbook for Billing

Based on which out-of-box attributes can Special handling Notes be applied to cases? (Choose three.)

• Service Contract

• Install Base Item

• Product

• Account

• Contact

As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?

• Document the knowledge gap in the case work notes and escalate the case

• Post a question in one of the various Customer Service Management knowledge bases

• Use Related Links on the case form to report a knowledge gap

• Use the Create Knowledge button on the case form to report a knowledge gap