CIS-CSM Online Practice Questions and Answers

How many active OpenFrame configurations can you have on an instance?

A. 2

B. Unlimited

C. 1

D. 3

If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)

A. Zboot the instance

B. Disable the Case Interceptor

C. Remove the Demo Data via a HI Request

D. Clone back to this instance from a valid instance

Which of the following best describes how the CSM application uses the Asset table?

A. CSM uses the Product table instead of the ITSM Asset table

B. CSM uses the Product Model table instead of the ITSM Asset table

C. ServiceNow uses the same Asset table for both CSM and ITSM, however CSM has a different subset of fields

D. Because CSM Assets are managed differently from ITSM Assets ServiceNow uses different Asset Tables for CSM than it does for ITSM

Based on which out-of-box attributes can Special handling Notes be applied to cases? (Choose three.)

A. Service Contract

B. Install Base Item

C. Product

D. Account

E. Contact

What does NLU stand for?

A. Natural-Learning Userability

B. Natural-Language Understanding

C. Natural-Learning URL

D. Natural-Language URL

In the Customer Service Management space what defines the term asset?

A. A physical item

B. A specific product instance supported for a customer

C. A product that a company supports

D. A resource that allows a business service

The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?

A. Customer Service Manager (sn_customerservice_manager)

B. System administrator (admin)

C. Service organization administrator (sn_customerservice.service_organization_admin)

D. Customer admin (sn_customerservice.customer_admin)

What is the specific type of catalog item that allows users to create any type of task, such as cases, from the Service Catalog?

A. Request Item

B. Service Catalog Request

C. Record Producer

D. Catalog Item

Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)

A. Assist customers with questions, issues and problems

B. Create cases

C. Propose major cases

D. View, edit, and work on cases

E. Approve customer contacts

F. Manage customer entitlements

Which roles are responsible for maintaining account team membership? (Choose two.)

A. Customer Admin [sn_customerservice.customer.admin]

B. Customer Case Manager [sn_customerservice.customer_case_manager]

C. System Administrator [admin]

D. Customer Service Manager [sn_customerservice_manager]