ServiceNow® CIS-CSM Exam Practice Questions (P. 1)
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Question #1
Agents and managers cannot create knowledge articles from Community questions.
- ATrue
- BFalseMost Voted
Correct Answer:
B
B

Actually, the correct response is B. Agents and managers indeed can create knowledge articles from Community questions given the right roles. While there's a common misunderstanding that specific roles like sn_communities.knowledge_harvester are universally necessary, the reality is that with suitable permissions like sn_customerservice.proxy_case_creator (commonly held by community administrators and moderators), these users are equipped to convert community content into knowledge articles. This clarification is crucial for practical applications in managing Customer Service workflows within ServiceNow.
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Question #2
Information about a customer’s service contract is found in Knowledge.
- AFalseMost Voted
- BTrue
Correct Answer:
A
A

Actually, info on service contracts isn't usually kept in Knowledge. ServiceNow generally uses Knowledge for sharing FAQs, solutions, and articles rather than contractual details. That stuff is typically managed in specific modules dedicated to handling contracts or customer records. You’d want to route to the 'Service Contracts' or similar sections for contract specifics.
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Question #3
From what places in SN can an agent create a case? (Choose three.)
- ACustomer Service ApplicationMost Voted
- BContact
- CAccountMost Voted
- DChatMost Voted
Correct Answer:
ABC
ABC

Let's clarify where agents can indeed create a case in ServiceNow. Cases can be initiated directly within the Customer Service Management application, which is the hub for managing all customer interactions effectively. Additionally, cases can be created from entity records such as accounts, aligning with standard functionalities where related entities can have cases initiated from their respective records. While it’s a common misconception, creating cases directly from contact records isn't a standard Out-of-the-Box feature, unlike from accounts or the main application interface. Always refer to the latest ServiceNow documentation or fundamental courses for the most accurate functionalities.
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Question #4
What are the conditions that matching rules are based on? (Choose two.)
- AAgent resources best suited to work on a caseMost Voted
- BSpecific routing rules
- CFilters set up in advanced work assignment
- DSpecific case attributesMost Voted
Correct Answer:
AD
AD

In Customer Service Management, matching rules leverage specific case attributes to categorize the case and identify agent resources optimally equipped to address that case. This ensures an efficient case assignment process that aligns cases with the agents' skills and expertise, maintaining quality service delivery and facilitating effective resource management.
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Question #5
Matching rules enhance assignment capability by ____________________.
- AMatching best agent by availability
- BProviding dynamic matching of cases to groups or individualsMost Voted
- CDetermining if account is a customer or partner
- DMatching best agent by skill
Correct Answer:
A
A

When setting up matching rules in ServiceNow's Customer Service Management, opting for 'Matching best agent by availability' ensures the system prioritizes the schedule, time zone overlap, and current time of agents. This is essential for refining service response times as it aligns the assignment of cases more precisely with agents currently available and ready to handle requests efficiently. This method optimizes resource utilization and enhances customer satisfaction by reducing wait times and ensuring that someone is always available to address customer needs promptly.
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