CIS-CSM Free Practice Test

Which of the following best describes how the CSM application uses the Asset table?

1. A. CSM uses the Product table instead of the ITSM Asset table
2. B. Because CSM Assets are managed differently from ITSM Asset
3. C. ServiceNow uses different Asset Tables foe CSM than it does for ITSM
4. D. ServiceNow uses the same Asset table for both CSM and ITS
5. E. however, CSM has a different subset of fields
6. F. CSM uses the Product Model table instead of the ITSM Asset table

Correct Answer: C

Benefits of Proactive Customer Service Operations include: (Choose two.)

1. A. Reduced inbound calls from customers Most Voted
2. B. Reduction in staff turnover
3. C. Major cases can be eliminated as there will be no Impact to customers
4. D. Reduced Mean Time To Resolve (MTTR) Most Voted
5. E. Guaranteed increase in customer satisfaction

Correct Answer: AD

What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)

1. A. Cases
2. B. Related parties
3. C. Assets
4. D. Social profiles
5. E. Sold products

Correct Answer: ACE

Which roles can propose a case as a Major Case candidate? (Choose three.)

1. A. Proxy contact (sn_customerservice.proxy_contact)
2. B. Customer case manager (sn_customerservice.customer_case_manager)
3. C. Customer service manager (sn_customerservice_manager) Most Voted
4. D. Customer service agent (sn_customerservice_agent) Most Voted
5. E. Major issue manager (sn_majorissue_mgt.major_issue_manager)

Correct Answer: CDE

When creating or importing assets for CSM, model categories are used to: (Choose three.)

1. A. Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa Most Voted
2. B. Group assets together Most Voted
3. C. Build a classification structure for product models
4. D. Model the configuration options for each product model being sold to customers
5. E. Define a link between Asset classes and Configuration Item (CI) classes

Correct Answer: ABE