Free ServiceNow Certified Implementation Specialist - Customer Service Management Exam Practice Questions

A.  

Contextual Search

B.  

Agent Assist

C.  

Dynamic Related Records

D.  

Record Information

A.  

To expand the technical reach

B.  

To facilitate the requirement gathering during the workshops

C.  

To complete any complex customizations early enough

D.  

To realize near-term ROI (Return on Investment)

A.  

Imported external articles appear as attachments in ServiceNow

B.  

Only applications that allow WebDAV connections can be integrated

C.  

The imported article will have the same category it had in the source knowledge base

D.  

SharePoint blocks this integration

A.  

webDAV-compilant

B.  

Web-based

C.  

WebDAV-versioned

D.  

Web-configurable

A.  

True

B.  

False

A.  

The create contact (consumer) feature is available in all CSM Workspaces

B.  

The create contact (consumer) feature is not available in any of the CSM Workspaces

C.  

The create contact (consumer) feature is only available in the CSM Configurable Workspace Most Voted

D.  

The create contact (consumer) feature is only available in the Agent Workspace

A.  

Create Contact

B.  

Check Case Status

C.  

Close Case

D.  

Get Help with an Order

E.  

Get Help with an Asset

A.  

Governance Risk and Control

B.  

Targeted Communications

C.  

Asset management

D.  

Record producers

A.  

If information changes on the Case form it is not updated on the Work Order form

B.  

Updates on a case or work order will only synchronize after the work order is approved

C.  

When creating a work order from a case only the Account field on the work order form is filed in but not the Company field

D.  

The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized

A.  

Synchronization of all child cases as well as children of child cases on all levels

B.  

Child cases to be separated from Parent cases and will not be synchronized automatically

C.  

Parent cases to automatically generate child cases when all fields are filled out thus, synchronized auto-population

D.  

Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case