Practice CIS-CSM Exam Online

Question 1

Which of the following are correct for parent/child synchronization? (Choose two.)

A : Multiple child cases can be managed from a parent case as in Major Issue Management

B : The Administrator can choose which fields to synchronize from parent to child cases

C : Parent to child cases can be synchronized regardless of which state the case is in

D : The property to synchronize parent to child cases is automatically enabled

Answer: A,C

Question 2

Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?

A : Trending Topics

B : Auto-Responder

C : Proactive Customer Service Operations

D : Self-Service Analytics

Answer: B

Question 3

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?

A : Document the knowledge gap in the case work notes and escalate the case

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

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

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

Answer: C

Question 4

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

A : Note

B : State

C : Activity

D : Comment

Answer: B

Question 5

What will be the state of a case after a customer rejects the solution proposed by an agent?

A : In Progress

B : Open

C : New

D : Solution Rejected

Answer: B

Name:	Certified Implementation Specialist - Customer Service Management
Exam Code:	CIS-CSM
Certification:	Certified Implementation Specialist
Vendor:	ServiceNow
Total Questions:	225
Last Updated:	Apr 25, 2024

ServiceNow CIS-CSM