ServiceNow Certified Implementation Specialist - Customer Service Management Exam (CIS-CSM) Practice Test

Questions # 21:

Which of the following is a required field in the Resolution Information tad in order to close a case?

Options:

Cause

Closed

Resolution notes

Closed by

Questions # 22:

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

Options:

Catalog item

Service Catalog Request

Request Item

Record Producer

Questions # 23:

What are the characteristics of Knowledge Categories?

Options:

Shareable across KBs: Yes ; Multi-Level: No

Shareable across KBs: No ; Multi-Level: Yes

Shareable across KBs: No ; Multi-Level: No

Shareable across KBs: Yes ; Multi-Level: Yes

Questions # 24:

What attribute is unique to a Sold Product in the install Base Data Model?

Options:

Warranty period

Product instance's detailed specifications

Ownership by customer

installation date

Questions # 25:

Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)

Options:

Knowledge Product Entitlements

Data Policy

ACL

User Criteria

Questions # 26:

Which of the following child case states would cause parent - child case synchronization to fail?

Choose 3 answers

Questions # 27:

From which one of the following can an agent create a CSM Case:

Options:

Human Resource Application

Incident Management

Chat

Special Handling Note

Questions # 28:

When creating or importing assets for CSM, model categories are used to: (Choose three.)

Options:

Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa Most Voted

Group assets together Most Voted

Build a classification structure for product models

Model the configuration options for each product model being sold to customers

Define a link between Asset classes and Configuration Item (CI) classes

Questions # 29:

Which type of catalog item may be found in a Service Catalog?

Options:

Requested Items

Content Items Most Voted

Options:

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