CIS-CSM Free Practice Test

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

1. A. Cause
2. B. Closed
3. C. Resolution notes
4. D. Closed by

Correct Answer: C

What does NLU stand for?

1. A. Natural-Learning Userability
2. B. Natural-Language Understanding Most Voted
3. C. Natural-Learning URL
4. D. Natural-Language URL

Correct Answer: B

By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)

1. A. Assets Most Voted
2. B. Publications Most Voted
3. C. Products Most Voted
4. D. Contacts
5. E. Contracts

Correct Answer: ABC

Who can create a customer service case from a community discussion? (Choose two.)

1. A. Customer service agent (sn_customerservice_agent)
2. B. Proxy case creator (sn_customerservice.proxy_case_creator)
3. C. Partner (sn_customerservice.partner)
4. D. Case Viewer (sn_customerservice.case_viewer)

Correct Answer: AB

Reference: https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-communities/concept/case-management- integration.html

__________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :

1. A. Partner [sn_customerservice.partner]
2. B. Agent [sn_customerservice_agent]
3. C. Consumer Agent [sn_customerservice.consumer_agent]
4. D. Agent manager [sn_customerservice_manager]
5. E. Customer case manager [sn_customerservice.customer_case_manager]
6. F. Customer administrator [sn_customerservice.customer_admin]

Correct Answer: C