CIS-CSM Online Practice Questions and Answers

What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

A. Define the Business Pain Points

B. Provide consistent service to customers

C. Have a clear understanding of the use cases

D. Define the number of hours needed to develop the associated requirements

E. Implementation is only as good as the underlying process

Read the use case below to determine if the customer service relationship is B2B or B2C.

Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary's house.

A. B2C

B. B2B

Which of the following are best practice with regard to data imports? (Choose two.)

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.

When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

A. Order

B. Contract

C. FAQ

D. Monitoring

E. Request

F. Billing

Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

A. Escalate a case on the add-m panel of Outlook

B. Register the sender of an email as contact

C. As the Microsoft Outlook user, register yourself as self-contributor

D. Create cases using email content in Outlook for the customer contact

Why does the implementation team need to deliver core functionality to the customer as quickly as possible?

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)

Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

A. The contract and entitlements of an asset dictate whether or not it is stored in the CMDB

B. The CMDB only tracks CIs, assets cannot be CIs

C. While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs

D. The CMDB tracks all assets as configuration items (CIs)

Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

A. Contextual Search

B. Agent Assist

C. Dynamic Related Records

D. Record Information

When are child cases updated from the parent case?

A. Clicking on the Child Sync UI

B. Scheduled Job

C. Automatically upon update of parent

D. When the Sync scheduled job runs

What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)

A. Reduces agent workload

B. Reduces monthly case volume

C. Work orders can be created from a case

D. Customer can access work order details and tasks created for their case