CIS-CSM Free Practice Test

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

1. A. Case Escalation
2. B. Case State
3. C. Case Categorization
4. D. Case Prioritization

Correct Answer: CD

Reference: https://www.servicenow.com/products/predictive-intelligence.html

Service-aware Install Base consists of which entities? (Choose three.)

1. A. Installed Products
2. B. Install Base Items
3. C. Assets
4. D. Sold Products
5. E. Configuration Items

Correct Answer: ABD

Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :

1. A. sn_shn.max_num_alerts
2. B. sn_shn.note_preferences
3. C. sn_shn.popup_width

Correct Answer: C

Which table must be extended when creating a new case type?

1. A. Case (sn_customerservice_case)
2. B. Case Task (sn_customerservice_case_task)
3. C. Task (task)
4. D. Case Type (sn_case_type)

Correct Answer: A

What are the types of matching criteria for Customer Service? (Choose four.)

1. A. Matching Skills Most Voted
2. B. Last Assigned Most Voted
3. C. Certifications
4. D. Distance
5. E. Assigned Cases Most Voted
6. F. Availability Today Most Voted
7. G. Partner Hours

Correct Answer: ABEF