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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)?
- Assignment Group, Work Notes, and related Problem
- Work Notes
- 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 thefield 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 thefollowing reasons?
- The changes schedule does not give appropriate lead time
- The change schedule is during blackout periods
- Existing scheduled changes to the CI
- The change scheduled is outside of business hours
- The CI is not in the maintenance window
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 Feedback [kb_feedback]
- Knowledge [kb_knowledge]
- Knowledge Use [kb_use]
- Knowledge Search Log [ts_query_kb]
Sample Item - Service Catalog / Request Management:
Which one of the following is proper syntax for accessing values of variables from aRecord Producer script field?
- g_form.getReference(‘variable_name')
- g_form.getVariable(‘variable_name')
- producer.variable_name
- current.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?
- Support Group
- Managed By
- Assignment Group
- Change Control
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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q75-Q80):
NEW QUESTION # 75
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
- A. Catalog
- B. Virtual Agent
- C. Portal
- D. Web
Answer: D
NEW QUESTION # 76
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Email
- B. Web
- C. Social
- D. Chat
Answer: A,B
Explanation:
Explanation
NEW QUESTION # 77
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 requirements
Answer: A,D
Explanation:
Explanation/Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI
NEW QUESTION # 78
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
- A. True
- B. False
Answer: A
NEW QUESTION # 79
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
- A. Customer case manager [sn_customerservice.customer_case_manager]
- B. Customer [sn_customerservice.customer]
- C. Partner administrator [sn_customerservice.partner_admin]
- D. Consumer [sn_customerservice.consumer]
- E. Partner [sn_customerservice.partner]
- F. Customer administrator [sn_customerservice.customer_admin]
Answer: A
NEW QUESTION # 80
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