Free Access ServiceNow.CIS-CSM.v2026-11-06.q127 Practice Test (Page 10)

Question 41

Which of the following roles cannot update a consumer's record?

A.sn_customerservice_agent

B.sn_customerservice_manager

C.sn_customerservice.consumer_agent

D.admin

Question 42

Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

A.Define Assignment Rules (How to assign work items)

B.Define Work Item Queues (Where to route)

C.Set the Agent Experience (What agents see in their Workspace inbox)

D.Configure Service Channels (What to route)

Question 43

Which knowledge records can be configured with User Criteria?

A.Knowledge Base and Category

B.Knowledge Base, Category and Article

C.Knowledge Base

D.Knowledge Base and Article

Question 44

Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?

A.Templates

B.Quick Actions

C.Response Templates

D.Quick Messages

Question 45

What module is used to create Case Record Producers?

A.Maintain Records

B.Record Producers

C.Case Record Producers

D.Edit Records

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