CIS-CSM Free Practice Test

Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?

1. A. The major case candidate is closed and a new major case is created
2. B. The major case candidate becomes the major case
3. C. The major case candidate requires an approval from the major issue manager
4. D. A new major case is created and the major case candidate Is added as a child to the major case

Correct Answer: D
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/major-candidate-child- case-types.html

Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)

1. A. Contact (customer_contact)
2. B. Consumer User (csm_consumer-user)
3. C. Consumer (csm_consumer)
4. D. CSM User (csm_user)

Correct Answer: BC

Which roles are considered external? Choose 2 answers

1. A. Partner Admin (sn_customerservic
2. B. partner_admin)
3. C. Customer Admin (sn_cuslomerservlce.customet_admin)
4. D. Customer Service Agent (sn_customerservice_agent)
5. E. Consumer Support Agent (sn_customerservice.consumer_agent)

Correct Answer: AB

Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?

1. A. External (snc_external)
2. B. Account Contact (sn_cusiometservice.accouni_contactf
3. C. Cusiomer(sn_customerservice.customer)
4. D. Case Creator (sn_customer service, case creator)

Correct Answer: A
https://vceguide.com/which-role-must-b2b-and-b2c-customers-obtain-at-a-minimum-to-access-to-a-servicenow-instance/

What is a supported external customer that, in turn, sells to and supports one or more customers?

1. A. Partner
2. B. Account
3. C. Contact
4. D. Consumer

Correct Answer: A