CIS-CSM Free Practice Test

What is the purpose of the sidebar feature in CSM Configurable Workspace?

1. A. Enables managers lo discreetly monitor chats between agents and customers
2. B. Enables agents to access response templates to help them resolve cases faster and more efficiently
3. C. To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution
4. D. Enables agents to keep information regarding details of the case visible at all times

Correct Answer: C
https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/conversational-interfaces/concept/exploring-sidebar.html

What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

1. A. The case action status changes to Related Task Updated
2. B. The case escalates to an assignment group as defined in the default escalation template
3. C. The case work notes are updated automatically
4. D. The case displays a special handling note highlighting the update

Correct Answer: C
https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/product/problem-management/concept/sync-btwn-inci-prob.html

The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data. What is this feature?

1. A. CSM Query Rules
2. B. Data Policies
3. C. Access Types
4. D. Filtered Lists

Correct Answer: A

In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?

1. A. The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner
2. B. A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle
3. C. Asset management has different use cases for tracking specific products or services customers are using Most Voted
4. D. It includes all of the data crucial to support customers as efficiently as possible

Correct Answer: C

During which Now Create stage are workshops conducted?

1. A. Execute
2. B. Initiate
3. C. Deliver
4. D. Plan
5. E. Close

Correct Answer: D
Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/now-create-ebook.pdf