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Sample Questions

Sample Item - Incident Management: If a parent Incident is updated to reflect a new Assignment Group, Work Notes, andrelated Problem, which corresponding fields are updated on the child Incident(s)?

  • No updates are made to child Incidents
  • Work Notes
  • Assignment Group, Work Notes, and related Problem
  • Assignment Group and Work Notes

Sample Item - Problem Management: When creating a problem record from an incident record, which element defines thefield mapping between the two?

  • ProblemV2Util script include
  • Create Problem UI action
  • Problem created from system property (com.sn-problem.createfromincident.attributes)
  • ProblemUtils script include

Sample Item - Change and Release Management: Conflict detection in change management can identify conflicts from which of thefollowing reasons?

  • The change schedule is during blackout periods
  • Existing scheduled changes to the CI
  • The changes schedule does not give appropriate lead time
  • The CI is not in the maintenance window
  • The change scheduled is outside of business hours

Sample Item - Knowledge Management: Each time a knowledge article is viewed, a record with the user identity and whetherthe articles was attached to a task, is added to which table?

  • Knowledge Search Log [tsquerykb]
  • Knowledge Feedback [kb_feedback]
  • Knowledge [kb_knowledge]
  • Knowledge Use [kb_use]

Sample Item - Service Catalog / Request Management: Which one of the following is proper syntax for accessing values of variables from aRecord Producer script field?

  • current.variable_name
  • gform.getReference(‘variablename')
  • gform.getVariable(‘variablename')
  • producer.variable_name

Sample Item - Configuration Management Database (CMDB): Which field on a Configuration Item (CI) may be used to route Incidents to theappropriate group to quickly resolve Incidents related to the CI?

  • Change Control
  • Support Group
  • Assignment Group
  • Managed By

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q59-Q64):

NEW QUESTION # 59
What do blue circles in the timeline of a case form represent?

  • A. Comment
  • B. Activity
  • C. Note
  • D. State

Answer: D Explanation:
Reference:
customer-service-management/reference/r_CustomerServiceCaseTimeline.html
NEW QUESTION # 60
What one of the following is optional when creating a Catalog workflow?

  • A. Defining workflow activities
  • B. Publishing the workflow
  • C. Managing workflow versions
  • D. Approving the workflow

Answer: C Explanation:
Explanation
NEW QUESTION # 61
What are the characteristics of Knowledge Categories?

  • A. Shareable across KBs: No ; Multi-Level: No
  • B. Shareable across KBs: No ; Multi-Level: Yes
  • C. Shareable across KBs: Yes ; Multi-Level: No
  • D. Shareable across KBs: Yes ; Multi-Level: Yes

Answer: B
NEW QUESTION # 62
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
NEW QUESTION # 63
What is required to synchronize fields from a parent to a child case(s)?

  • A. The advanced plugin (com.sns.pa.customerserviceadvanced) needs to be activated
  • B. Major Issue Management needs to be installed and certain properties enabled
  • C. No action required, this is a standard Customer Service Management feature
  • D. The role of sncustomerservice.customercase_manager must be assigned

Answer: C Explanation:
Reference:
customer-service-management/task/config-major-case-synchronization.html
NEW QUESTION # 64
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