CIS-CSM Free Practice Test

Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?

1. A. Close Cases in Resolved state
2. B. Auto Close Resolved Cases Most Voted
3. C. Resolved to Close State
4. D. Move Resolved Cases to Closed

Correct Answer: B

After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

1. A. Customer Service Historic Data Collection
2. B. Customer Service Initial Data Collection
3. C. Customer Service Daily Data Collection
4. D. Customer Service Case Data Collection

Correct Answer: A

What are the advantages of leading indicators over lagging indicators? (Choose two.)

1. A. Hard to influence
2. B. Prospective Most Voted
3. C. Retrospective
4. D. Easy to influence

Correct Answer: BD

Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?

1. A. Customer case manager (sn_customerservice.customer_case_manager)
2. B. Customer account manager (sn_customerservice.customer_account_manager)
3. C. Customer admin (sn_customerservice.customer_admln) Most Voted
4. D. Customer (sn_customerservice.customer)

Correct Answer: C

What is required to enable the Follow the sun field on the Customer Service Case form?

1. A. Nothing, it is a standard field
2. B. The value property on the form must be set to true
3. C. The plugin ‘com.snc.csm_time_recording’ needs to be activated
4. D. The value property on the form must be set to true and the field added to the case form

Correct Answer: D

Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/
customer-service-management/reference/r_CustomerServiceCaseForm.html