ServiceNow
CIS-CSM
Q1:
Which combination of roles is restricted for security purposes?
○
A
snc_internal and sn_customerservice.partner_admin○
B
snc_internal and sn_customerservice.consumer_agent○
C
snc_external and sn_customerservice customer○
D
snc_internal and sn_customerservice__agent
ServiceNow
CIS-CSM
Q2:
What must a system administrator configure to define a different approval workflow for an escalation request?
○
A
Escalation Decision○
B
Escalation Rule○
C
Escalation Reason○
D
Escalation Template
ServiceNow
CIS-CSM
Q3:
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application?
Choose 2 answers
☐
A
A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver, and support them on their behalf.☐
B
A partner will own the relationship with their customer☐
C
A partner and a third party are the same in ServiceNow's CSM application.☐
D
A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering.☐
E
A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization.
ServiceNow
CIS-CSM
Q4:
Which entities combined together make up the Service-aware Install Base?
Choose 3 answers
☐
A
Ml Assets☐
B
Configuration Items☐
C
Sold Products☐
D
Installed Products☐
E
Install Base Items
ServiceNow
CIS-CSM
Q5:
Which knowledge records can be configured with User Criteria?
○
A
Knowledge Base○
B
Knowledge Base and Category○
C
Knowledge Base, Category and Article○
D
Knowledge Base and Article