ServiceNow CSM Practice Exam 3

ServiceNow CSM Practice Exam 3

Professional Development

97 Qs

quiz-placeholder

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ServiceNow CSM Practice Exam 3

ServiceNow CSM Practice Exam 3

Assessment

Quiz

Professional Development

Professional Development

Medium

Created by

Chris Rezac

Used 7+ times

FREE Resource

97 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which one of the following is NOT a ServiceNow CSM integration capability?

REST Message

Import Sets

CAN Message

Table API

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What should be part of the pre-engagement collateral?

Scoping Guide

Frequently Asked Questions (FAQ)

Stock Keeping Unit (SKU) and pricing sheet

Customer Service roles template

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Agents and managers cannot create knowledge articles from cases:

True

False

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the difference between a customer and agent update on the Resolution Shaper?

Customers are above, Agent is below

Customers are below, Agent is above

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Community is automatically enabled as part of the CSM plugin?

True

False

6.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

Admins can create 'asset contact relationships' containing: (select 3)

The account that the asset belongs to

The contacts from the partner account relationship

The list of products contact owns

All partners of the contact

Any contacts added to these accounts, using contact relationship having the asset contact responsibility

7.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

What are the benefits of Proactive Service Operations? (choose 3)

Service Monitoring

Reduced Mean Time to Resolve

Proactive Case

Service-Aware-Install Base

Major cases can be eliminated as there will be no impact to customers

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