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ServiceNow CIS-CSM - Questions & Answers

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Question 1
Single choice

Agents and managers cannot create knowledge articles from Community questions.

A.

True

B.

False

Question 2
Single choice

Information about a customer's service contract is found in Knowledge.

A.

False

B.

True

Question 3
Multiple choice

From what places in SN can an agent create a case? (Choose three.)

A.

Customer Service Application

B.

Contact

C.

Account

D.

Chat

Question 4
Multiple choice

What are the conditions that matching rules are based on? (Choose two.)

A.

Agent resources best suited to work on a case

B.

Specific routing rules

C.

Filters set up in advanced work assignment

D.

Specific case attributes

Question 5
Single choice

Matching rules enhance assignment capability by ____________________.

A.

Matching best agent by availability

B.

Providing dynamic matching of cases to groups or individuals

C.

Determining if account is a customer or partner

D.

Matching best agent by skill

Question 6
Single choice

Special Handling Notes can apply to which one of the following based on specific attributes?

A.

Domain

B.

Contact

C.

Holiday

D.

VIP

Question 7
Single choice

Predictive Intelligence improves Case management by:

A.

Predicting what values should have gone into empty fields in historical records

B.

Reducing the number of records needed to accurately predict a value

C.

Replacing legacy routing rules

D.

Predicting Case values without manual intervention

Question 8
Single choice

Which of the following is a condition for matching rules?

A.

Agent domain

B.

Assignment

C.

Switching

D.

Specific case attributes

Question 9
Single choice

What do blue circles in the timeline of a case form represent?

A.

Note

B.

State

C.

Activity

D.

Comment

Question 10
Multiple choice

Predictive Intelligence improves triage quality by eliminating the guesswork.
Predictive Intelligence supports which of the following decisions? (Choose two.)

A.

Case Escalation

B.

Case State

C.

Case Categorization

D.

Case Prioritization

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