CIS-CSM Practice Questions

A.  

Change Records and Request Records

B.  

Request Records and Escalations

C.  

Problem Records and Incident Records

D.  

Problem Records and Escalations

A.  

snc_internal and sn_customerservice.partner_admin

B.  

snc_internal and sn_customerservice.consumer_agent

C.  

snc_external and sn_customerservice customer

D.  

snc_internal and sn_customerservice__agent

A.  

Customer service manager (sn_customerservice_manager) Most Voted

B.  

Customer service agent (sn_customerservice_agent) Most Voted

C.  

Customer administrator (sn_customerservice.customer_admin)

D.  

Partner (sn_customerservice.partner)

A.  

Case Playbook for product Support

B.  

Case playbook for Onboarding

C.  

Case playbook for Billing

D.  

Case playbook for Accounts

E.  

Case playbook for Complaints

A.  

Project Manager

B.  

Acts as intermediary

C.  

Provides answers to technical problems

D.  

Assists with technical requirements

A.  

When importing to multiple instances import to each instance separately.

B.  

Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the

legacy repository.

C.  

Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does

not automatically adjust the length.

D.  

Images embedded in Knowledge Articles should be uploaded separately

A.  

Leaf-level

B.  

Decision-level

C.  

Base-level

D.  

Sub-level

A.  

An individual record that handles and routes issues for internal users

B.  

An Individual record that Is used to identity and create automation opportunities

C.  

An individual record that is used to identify and resolve a question or issue for an external customer

D.  

An individual record that handles and resolves incidents tor external customers

A.  

Contact

B.  

Address Types

C.  

Services

D.  

Location

A.  

Case Record Producers

B.  

Edit Records

C.  

Record Producers

D.  

Maintain Records