ServiceNow Certified Implementation Specialist - Customer Service Management - CIS-CSM

Sample Questions

Sample Item - Incident Management:

If a parent Incident is updated to reflect a new Assignment Group, Work Notes, and related Problem, which corresponding fields are updated on the child Incident(s)?

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

Sample Item - Problem Management:

When creating a problem record from an incident record, which element defines the field mapping between the two?

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

Sample Item - Change and Release Management:

Conflict detection in change management can identify conflicts from which of the following reasons?

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

Sample Item - Knowledge Management:

Each time a knowledge article is viewed, a record with the user identity and whether the articles was attached to a task, is added to which table?

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

Sample Item - Service Catalog / Request Management:

Which one of the following is proper syntax for accessing values of variables from a Record Producer script field?

• g_form.getReference(‘variable_name')
• producer.variable_name
• current.variable_name
• g_form.getVariable(‘variable_name')

Sample Item - Configuration Management Database (CMDB):

Which field on a Configuration Item (CI) may be used to route Incidents to the appropriate group to quickly resolve Incidents related to the CI?

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

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Exam Topics of ServiceNow Certified CIS CSM

The following are covered in SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test:

• Architecture and Security
• Baseline Application Functionality
• Business Cases / Use Cases
• Proven Practices for Implementation

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Understanding functional and technical aspects of ServiceNow Certified CIS CSM

The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:

• Basic and advanced operations performed by users and the system
• Basic and advanced features in baseline installation of the current release
• Functionality and features added or changed in the current release
• State model and default process flow

Understanding functional and technical aspects of ServiceNow Certified CIS CSM

The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:

• Implementation approaches to meet requirements that preserve upgradability, scalability, and maintainability
• Implementation solutions that work in conjunction with baseline application functionality

Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf

ServiceNow CIS-CSM Exam Syllabus Topics: