The following questions are helpful in preparing exam of ServiceNow Certified Implementation Specialist (CIS) for Customer Service Management (CSM).
Question 1:
Agents and managers cannot create knowledge articles from Community questions.
- A. True
- B. False
Answer: True
Exaplaination / Link: The statement “Agents and managers cannot create knowledge articles from Community questions” is True. By default, creating knowledge articles from community questions requires specific roles such as sn_communities.knowledge_harvester, sn_communities.admin, or sn_communities.moderation_admin, which agents and managers do not possess. (ServiceNow).
However, agents and managers can be granted the necessary permissions by assigning them these roles, enabling them to create knowledge articles from community questions. For more detailed information, please refer to the ServiceNow documentation on Managing access to knowledge bases and knowledge articles.
Question 2:
Information about a customer’s service contract is found in Knowledge.
- A. False
- B. True
Answer: False
Exaplaination / Link: The statement “Information about a customer’s service contract is found in Knowledge” is False. In ServiceNow’s Customer Service Management (CSM), service contract information is managed within the Customer Contracts and Entitlements application, not within the Knowledge Management module. This application allows users to configure and display customer service contracts and entitlements. (ServiceNow)
Question 3:
From what places in SN can an agent create a case? (Choose three.)
- A. Customer Service Application
- B. Contact
- C. Account
- D. Chat
Answer: A, C, D
Explaination/Link: An agent in ServiceNow can create a case from the following interfaces:
A. Customer Service Application: Agents can navigate to Customer Service > Cases > Create New to initiate a new case (ServiceNow).
C. Agents can indeed create cases from the Account record in ServiceNow. While the official documentation does not explicitly detail this process, it is a common practice in ServiceNow implementations to have a related link or UI action on the Account record that allows agents to create a new case associated with that account. This functionality streamlines case management by enabling agents to initiate cases directly from the account context.
D. Chat: During a chat session, agents can create a case directly from the conversation using the Create Case option in the Connect actions menu (ServiceNow).
Option B (Contact) is not typically a direct source for case creation. However, agents can associate contacts with cases during or after the case creation process.
Question 4:
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
Answer: A and D.
Explaination/Link: Matching rules in ServiceNow are based on two primary sets of conditions:
(a) Specific case attributes: These are defined characteristics or details of a case, such as its category, priority, or subject matter.
(d) Agent resources best suited to work on a case: These pertain to the qualifications and availability of agents, including their skills, workload, and expertise.
For more detailed information, please refer to ServiceNow’s documentation on matching rules for case assignment.
Question 5:
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
Answer: B
Explaination/Links: Matching rules in ServiceNow enhance assignment capabilities by providing dynamic matching of cases to groups or individuals (ServiceNow). These rules utilize configurable criteria—such as agent skills, availability, and workload—to evaluate and assign cases to the most appropriate agents or team (ServiceNow).
Matching rules in ServiceNow are used to enhance the case assignment process by dynamically matching cases to the most appropriate group or individual based on criteria that can include skills, availability, location, and other attributes. The key word in the question is “dynamic.” Matching rules provide the flexibility to define conditions and criteria that can evaluate multiple factors when assigning cases, such as group membership, individual attributes, and specific business rules. This ensures that cases are assigned to the best possible agent or group.
Why not A or D? A (Matching best agent by availability): While availability can be a factor in assigning cases, matching rules are not limited to just availability. They can use a wide range of criteria. D (Matching best agent by skill): This is a valid criterion in case assignment, but matching rules are broader and offer more flexibility than just skills. Skills-based routing is a subset of what matching rules can achieve. They can evaluate multiple attributes, including skills, but also consider other factors like case priority, group availability, etc.
So, B is the most accurate answer as it reflects the full range of functionality that matching rules provide.
Question 6:
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. Domain
- B. Contact
- C. Holiday
- D. VIP
Answer: B
Explaination / Links: Special Handling Notes in ServiceNow can be applied to various entities based on specific attributes, including Contacts. This functionality allows important information to be highlighted for individual records, such as cases, accounts, or contacts, thereby assisting agents in managing interactions effectively (ServiceNow). While VIP status is an attribute that might trigger special handling, the Special Handling Notes functionality is not directly and exclusively tied to the VIP designation. Therefore, among the provided options, the correct answer is B.
Question 7:
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
Answer: D
Explaination / Link: Predictive Intelligence enhances case management by predicting case values without manual intervention. This feature utilizes machine learning to automatically determine attributes such as category, priority, and assignment group based on the case’s short description, streamlining the case creation and routing process (ServiceNow). Therefore, the correct answer is: D. Predicting Case values without manual intervention
Question 8:
Which of the following is a condition for matching rules?
- A. Agent domain
- B. Assignment
- C. Switching
- D. Specific case attributes
Answer: D
Explaination / Link: Matching rules in ServiceNow are designed to dynamically assign tasks, such as cases, to the most appropriate agents or groups based on specific criteria. These criteria include:
– Specific case attributes: Characteristics of the case, such as its category, priority, or subject matter, which help determine the appropriate handling procedures.
– Agent resources best suited to work on a case: Factors like agent skills, availability, and workload, ensuring that the case is assigned to an agent capable of resolving it efficiently.
Therefore, among the provided options, the correct answer is: D. Specific case attributes For more detailed information, you can refer to ServiceNow’s documentation on matching rules for case assignment.
Question 9:
What do blue circles in the timeline of a case form represent?
- A. Note
- B. State
- C. Activity
- D. Comment
Answer: B
Explaination / Link: In ServiceNow’s case form timeline, blue circles represent state changes of the case (ServiceNow). Therefore, the correct answer is: B. State
Question 10:
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
Answer: C, D
Explaination / Link: Predictive Intelligence enhances case triage quality by eliminating guesswork and supports the following decisions: (Predictive Intelligence for case management.)
– Case Prioritization: Assigning the correct priority level to cases based on their urgency and impact.
– Case Categorization: Automatically determining the appropriate category for each case.
Question 11:
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A. Apply Role by Customer
- B. Auto Assessment
- C. Change Update to Close
- D. Update Case Entitlement
Answer: B, D
Explaination / Link: In ServiceNow’s Customer Service Management (CSM) baseline configuration, the following business rules are included: (a) Auto Assessment: This rule automatically triggers assessments based on specific conditions, ensuring timely feedback collection. (b) Update Case Entitlement: This rule ensures that case entitlements are updated appropriately, maintaining accurate tracking of customer entitlements. Therefore, the correct answers are: B & D. For a comprehensive list of business rules included in the CSM baseline configuration, please refer to ServiceNow’s official documentation on business rules installed with Customer Service Management.
Question 12:
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- A. Define the Business Pain Points
- B. Provide consistent service to customers
- C. Have a clear understanding of the use cases
- D. Define the number of hours needed to develop the associated requirements
- E. Implementation is only as good as the underlying process
Answer: A, B, C, E
Explaination / Link: Implementing a Customer Service Management (CSM) suite successfully hinges on several critical success factors: (ServiceNow)
– Define the Business Pain Points: Identifying and understanding the specific challenges and inefficiencies within current customer service processes is essential. This clarity ensures that the implementation addresses real issues, leading to more effective solutions.
– Provide Consistent Service to Customers: Establishing standardized procedures and protocols ensures that customers receive uniform and reliable service across all touchpoints. Consistency builds trust and enhances customer satisfaction.
– Have a Clear Understanding of the Use Cases: Comprehending the various scenarios in which the CSM suite will be utilized allows for tailored configurations that meet actual business needs, ensuring the system supports daily operations effectively.
– Implementation is Only as Good as the Underlying Process: A successful CSM implementation relies on well-defined and efficient processes. Implementing technology without optimizing the underlying processes can lead to suboptimal results.
Question 13:
What should be emphasized when designing solutions? (Choose three.)
- A. Minimize customizations
- B. Focus Out-of-the-box functionality
- C. Design for Scalability
- D. Mobile friendly functionality
Answer: A, B, C
When designing solutions in ServiceNow, it’s essential to emphasize the following three principles:
(a) Minimize Customizations: Reducing customizations helps maintain system integrity, simplifies future upgrades, and ensures alignment with best practices. Over-customization can lead to complications and increased maintenance efforts. (ServiceNow)
(b) Focus on Out-of-the-Box Functionality: Leveraging ServiceNow’s built-in features ensures that you’re utilizing tested and supported functionalities, leading to more efficient implementations and easier maintenance. This approach also facilitates smoother adoption of new features in future releases. (ServiceNow)
(c) Design for Scalability: Architecting solutions with scalability in mind ensures that the system can accommodate growth and adapt to changing business needs without requiring significant rework. This involves creating efficient data models and workflows that can handle increased load and complexity.
While Mobile-Friendly Functionality is important, it is often considered a subset of scalability and user experience design rather than a standalone primary design principle.
Question 14:
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A. Project Manager
- B. Acts as intermediary
- C. Provides answers to technical problems
- D. Assists with technical requirement
Answer: B, D
Explaination / Links: Acts as intermediary: The Engagement Manager often acts as a bridge between the client and the technical team, ensuring communication and expectations are aligned before the workshop. Assists with technical requirements: They help gather and define the technical requirements to prepare for the workshop effectively.
Question 15:
What should be part of the pre-engagement collateral?
- A. Frequently Asked Questions (FAQ)
- B. Scoping Guide
- C. Customer Service roles template
- D. Stock Keeping Unit (SKU) and pricing sheet
Answer: B
Explaination / Links: Pre-engagement collateral is essential for setting clear expectations and ensuring a successful engagement. Among the options provided, the Scoping Guide is a critical component of pre-engagement collateral. It outlines the project’s scope, objectives, deliverables, timelines, and resources, facilitating a shared understanding between stakeholders (ServiceNow).
While Frequently Asked Questions (FAQ) and Customer Service Roles Templates are valuable resources, they are typically developed during or after the engagement to address specific queries and define roles based on the project’s context. Stock Keeping Unit (SKU) and Pricing Sheets are generally part of the sales or procurement process, detailing product offerings and pricing, and are not typically included in pre-engagement collateral.
Question 16:
Articles can provide the following: (Choose three.)
- A. Document current and known issues
- B. Provide answers and responses to common issues or questions
- C. Information about customer’s service contract
- D. Share product information
Answer: A, B, D
Explaination / Link: Knowledge articles in ServiceNow serve multiple purposes, including:
(a) Documenting current and known issues: They capture and detail existing problems, providing insights into their status and any available workarounds (ServiceNow).
(b) Providing answers and responses to common issues or questions: They offer solutions and guidance on frequently encountered problems or inquiries, aiding users in self-resolution (ServiceNow).
(c) Sharing product information: They disseminate details about products, services, or processes, ensuring users have access to relevant and up-to-date information (ServiceNow).
However, information about a customer’s service contract is typically stored in other modules, such as the Customer Service Management or Contract Management modules, rather than within knowledge articles.
Question 17:
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Entering question in portal only
- B. Record Producer only
- C. Both portal question entry and Record Producer
- D. None of the above
Answer: C
Explaination / Link: The Contextual Search framework in ServiceNow provides knowledge search results in both of the following scenarios:
(a) Portal Question Entry: When users enter questions or search terms in the portal, the contextual search displays related knowledge articles based on the input (ServiceNow).
(b) Record Producers: While filling out record producers (forms used to create records), the contextual search displays relevant knowledge articles based on the text entered in specific fields (ServiceNow).
Therefore, the correct answer is C. Both portal question entry and Record Producer
Question 18:
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.)
- A. Imported external articles appear as attachments in ServiceNow
- B. Only applications that allow WebDAV connections can be integrated
- C. The imported article will have the same category it had in the source knowledge base
- D. SharePoint blocks this integration
Answer: A, B
Explaination / Link: Integrating a ServiceNow Knowledge Base with external content involves specific considerations:
(a) Only applications that allow WebDAV connections can be integrated: The external content integration feature in ServiceNow uses a WebDAV client to acquire external content and create articles. Therefore, only applications that support WebDAV connections can be integrated (ServiceNow).
(b) Imported external articles appear as attachments in ServiceNow: When integrating external content, ServiceNow creates a blank knowledge article and attaches the external file to it. The short description of the article is derived from the file name of the external content source (ServiceNow).
Question 19:
Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)
- A. Knowledge Product Entitlements
- B. Data Policy
- C. ACL
- D. User Criteria
Answer: A, D
Explaination / Link: Access to a Knowledge Base or Article in ServiceNow can be restricted based on a customer’s assets and product models using the following mechanisms:
(a) User Criteria: User criteria define conditions under which users can read or contribute to knowledge bases and articles. While not exclusively designed for assets and product models, user criteria can be configured to consider user attributes, roles, or other related factors to tailor access controls effectively.
(b) Knowledge Product Entitlements: This feature allows administrators to designate which knowledge bases and articles customers can access based on the products they own. By associating products with knowledge content, ServiceNow ensures that customers only view information relevant to their assets and product models. ServiceNow
Question 20:
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
- A. Reduces call volume
- B. Makes it easier for Agents to manage case volume
- C. Allows access to Knowledge Articles that are related to products owned by a customer
- D. Information about customer’s service contract
- E. Focused product marketing
Answer: A, B, C
Explaination / Link: Knowledge Product Entitlements in ServiceNow offer several benefits:
(a) Allows access to Knowledge Articles that are related to products owned by a customer: This ensures customers see information pertinent to their products, enhancing the support experience.
(b) Reduces call volume: By providing customers with access to relevant knowledge articles related to their products, they can find answers independently, decreasing the need to contact support.
(c) Makes it easier for agents to manage case volume: With customers resolving more issues on their own, agents face fewer cases, allowing them to focus on more complex inquiries.
Question 21:
What are the characteristics of Knowledge Categories?
- A. Shareable across KBs: Yes ; Multi-Level: No
- B. Shareable across KBs: No ; Multi-Level: Yes
- C. Shareable across KBs: No ; Multi-Level: No
- D. Shareable across KBs: Yes ; Multi-Level: Yes
Answer: B
Explaination / Link: In ServiceNow, Knowledge Categories are designed to organize articles within a knowledge base. The characteristics of Knowledge Categories are as follows:
– Multi-Level: Yes. Knowledge categories can be structured hierarchically, allowing for multiple levels of subcategories to organize content effectively. ServiceNow
– Shareable across Knowledge Bases: No. Each knowledge base maintains its own set of categories, and categories are not shared across multiple knowledge bases. ServiceNow
Question 22:
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Manage cases on behalf of customer service agents
- B. Create cases on behalf of customers
- C. Manage requests on behalf of customer service agents
- D. Create requests on behalf of customers
- E. Manage major incident communication on behalf of a customer service manager
Anwer: B, D
Explaination / Link: Users with the sn_customerservice.proxy_contact role in ServiceNow can perform specific actions to assist customers:
– Create cases on behalf of customers: They can initiate cases for customer accounts and contacts through various channels, including email, phone, chat, Virtual Agent, and the Customer Service Portal. ServiceNow
– Create requests on behalf of customers: They have the capability to submit requests for customers via the Customer Service Portal. ServiceNow
Therefore, the correct answers are: B. Create cases on behalf of customers & D. Create requests on behalf of customers
