Steps Necessary To Pass The CIS-CSM Exam from Training Expert TestPassKing
Valid Way To Pass CIS-Customer Service Management's CIS-CSM Exam
NEW QUESTION 13
Articles can provide the following: (Choose three.)
- A. Document current and known issues
- B. Provide answers and responses to common issues or questions
- C. Share product information
- D. Information about customer's service contract
Answer: A,B,C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/topic/p_KnowledgeManagment.html
NEW QUESTION 14
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)
- A. Clone back to this instance from a valid instance
- B. Disable the Case Interceptor
- C. Zboot the instance
- D. Remove the Demo Data via a HI Request
Answer: A,D
NEW QUESTION 15
What are common types of application record data that are imported during a CSM data migration?
(Choose two.)
- A. Chat
- B. Case
- C. Knowledge Article
- D. Accounts
Answer: B,D
NEW QUESTION 16
What should be part of the pre-engagement collateral?
- A. Stock Keeping Unit (SKU) and pricing sheet
- B. Scoping Guide
- C. Frequently Asked Questions (FAQ)
- D. Customer Service roles template
Answer: D
Explanation:
Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/ ds-sim.pdf (2)
NEW QUESTION 17
What one of the following is optional when creating a Catalog workflow?
- A. Approving the workflow
- B. Managing workflow versions
- C. Publishing the workflow
- D. Defining workflow activities
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflow- administration/task/t_CrtWkflwNewSvcCtlgItm.html
NEW QUESTION 18
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Social
- B. Chat
- C. Email
- D. Web
Answer: C,D
NEW QUESTION 19
HOTSPOT
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 20
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
- A. Manage cases
- B. Manage assets
- C. Execute assigned tasks
- D. Close work orders
- E. Manage requests
Answer: A,C,D
Explanation:
Explanation
When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.
NEW QUESTION 21
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. True
- B. False
Answer: A
NEW QUESTION 22
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice.consumer_agent
- B. admin
- C. sn_customerservice_agent
- D. sn_customerservice_manager
Answer: C
NEW QUESTION 23
Predictive Intelligence improves Case management by:
- A. Replacing legacy routing rules
- B. Predicting Case values without manual intervention
- C. Reducing the number of records needed to accurately predict a value
- D. Predicting what values should have gone into empty fields in historical records
Answer: B
NEW QUESTION 24
Which of the following are true regarding the Community Portal application? (Choose two.)
- A. Most of the configuration does not require System Administrator role
- B. It is only available to CSM license holders
- C. It is available to any customer with a Community license
- D. It is available by default with the Support and Service portals
Answer: B,C
NEW QUESTION 25
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. The value property on the form must be set to true and the field added to the case form
- B. Nothing, it is a standard field
- C. The value property on the form must be set to true
- D. The plugin 'com.snc.csm_time_recording' needs to be activated
Answer: C
Explanation:
Explanation
NEW QUESTION 26
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 27
What are features of Customer Service Management? (Choose four.)
- A. Skills-based routing
- B. Real-time SLAs
- C. Demand Management
- D. Service Entitlements
- E. Service Contracts
- F. Timed Audits
- G. Service Prospecting
Answer: A,B,C,D
NEW QUESTION 28
From what places in SN can an agent create a case? (Choose three.)
- A. Chat
- B. Customer Service Application
- C. Account
- D. Contact
Answer: B,C,D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html
NEW QUESTION 29
Which of the following are best practice with regard to data imports? (Choose two.)
- A. When importing to multiple instances import to each instance separately.
- B. Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.
- C. Images embedded in Knowledge Articles should be uploaded separately
- D. Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.
Answer: A,C
NEW QUESTION 30
_____________________ is a role for agents who assists consumers with questions, issues, and problems.
This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :
- A. Agent [sn_customerservice_agent]
- B. Consumer Agent [sn_customerservice.consumer_agent]
- C. Customer administrator [sn_customerservice.customer_admin]
- D. Customer case manager [sn_customerservice.customer_case_manager]
- E. Partner [sn_customerservice.partner]
- F. Agent manager [sn_customerservice_manager]
Answer: B
NEW QUESTION 31
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Record Producer only
- B. Both portal question entry and Record Producer
- C. None of the above
- D. Entering question in portal only
Answer: A
Explanation:
Explanation
NEW QUESTION 32
What are the Forum User Types? (Choose three.)
- A. Registered
- B. Admin
- C. Custom
- D. Public
- E. Moderator
Answer: A,D,E
Explanation:
Explanation
NEW QUESTION 33
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. Only applications that allow WebDAV connections can be integrated
- B. Imported external articles appear as attachments in ServiceNow
- C. The imported article will have the same category it had in the source knowledge base
- D. SharePoint blocks this integration
Answer: A,C
Explanation:
Explanation
NEW QUESTION 34
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