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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)?
Sample Item - Problem Management:
When creating a problem record from an incident record, which element defines the field mapping between the two?
Sample Item - Change and Release Management:
Conflict detection in change management can identify conflicts from which of the following reasons?
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?
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?
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?
The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:
The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:
Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf
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| Section | Weight | Objectives |
|---|---|---|
| CSM Workspace, Portals, Service Catalog, Analytics, and Reporting | 8% | - Platform analytics and reporting tools - Customer portals and service catalog setup - Special handling notes, SLAs, and targeted communications |
| CSM configuration | 38% | - Supported communication channels - Case types configuration - Routing and assignment rules - CSM application setup |
| CSM foundational data model | 27% | - Product models - Business models - Install base management - Contracts and entitlements |
| Case management | 17% | - Case digests and service definitions - CSM workspace usage - Case actions, tasks, and escalations - Major issue management - Case state flows and lifecycle |
| CSM Best Practices and Knowledge Management | 10% | - CSM implementation best practices - Knowledge management functionality - Article quality and search |
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