CIS-CSM Free Practice Test

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

1. A. Manage cases on behalf of customer service agents
2. B. Create cases on behalf of customers
3. C. Manage requests on behalf of customer service agents
4. D. Create requests on behalf of customers
5. E. Manage major incident communication on behalf of a customer service manager

Correct Answer: BD

Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/
customer-service-management/concept/employee-create-case-for-customer.html

Articles can provide the following: (Choose three.)

1. A. Document current and known issues
2. B. Provide answers and responses to common issues or questions
3. C. Information about customer’s service contract
4. D. Share product information

Correct Answer: ABD

Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/topic/p_KnowledgeManagment.html

Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)

1. A. Special handing notes
2. B. Lookup and verify
3. C. Related search
4. D. Agent assist

Correct Answer: BD

Entitlements are counted using two types of units:

1. A. SLAs and contracts
2. B. Days and assets
3. C. Cases and products
4. D. Hours and cases

Correct Answer: D

What does Major issue Management use to identify all other customers impacted by a major case?

1. A. Account lists
2. B. Customer Product lists
3. C. Notify lists
4. D. Recipient lists

Correct Answer: D