CIS-CSM Free Practice Test

Agents and managers cannot create knowledge articles from Community questions.

1. A. True
2. B. False

Correct Answer: B
The ownership group for this knowledge article. An ownership group consists of a group of members and a
manager who are responsible for approvals, ensuring article quality, and feedback tasks.
Ownership groups can publish, edit, and retire knowledge articles that they are associated with. Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/task/create-knowledge-article.html

Which of the following are benefits that may be gained from using communities? Choose 3 answers

1. A. Reduce support costs
2. B. Engagement with Customers
3. C. Get product feedback
4. D. Reduce cost per sales
5. E. Increase marketing effectiveness

Correct Answer: ABC

Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?

1. A. Set the Agent Experience
2. B. Define Assignment Rules
3. C. Define Work Item Queues
4. D. Configure Service Channels

Correct Answer: B

What feature does the Product Model and Catalog Items Relationship plugin enable?

1. A. Agents are automatically proposed catalog items related to the chosen product on the case form
2. B. Consumers can track what products they have purchased via the catalog
3. C. It provides a contextual service catalog based on the customer’s subscribed services Most Voted
4. D. Customer service managers can track the financial cost of customer’s subscribed services and the related requests

Correct Answer: C

What are the characteristics of Knowledge Categories?

1. A. Shareable across KBs: Yes ; Multi-Level: No
2. B. Shareable across KBs: No ; Multi-Level: Yes
3. C. Shareable across KBs: No ; Multi-Level: No
4. D. Shareable across KBs: Yes ; Multi-Level: Yes

Correct Answer: B