CIS-CSM Practice Test

CIS-CSM Practice Test practice questions, page 4 of 12, with answer review and explanations.

Question 16

Articles can provide the following: (Choose three.)

  1. Document current and known issues
  2. Provide answers and responses to common issues or questions
  3. Information about customer’s service contract
  4. Share product information

Question 17

Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

  1. Entering question in portal only
  2. Record Producer only
  3. Both portal question entry and Record Producer
  4. None of the above

Question 18

Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.)

  1. Imported external articles appear as attachments in ServiceNow
  2. Only applications that allow WebDAV connections can be integrated
  3. The imported article will have the same category it had in the source knowledge base
  4. SharePoint blocks this integration

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.)

  1. Knowledge Product Entitlements
  2. Data Policy
  3. ACL
  4. User Criteria

Question 20

What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

  1. Reduces call volume
  2. Makes it easier for Agents to manage case volume
  3. Allows access to Knowledge Articles that are related to products owned by a customer
  4. Information about customer’s service contract
  5. Focused product marketing