Pass ServiceNow CIS-CSM PDF Dumps | Recently Updated 231 Questions
Updated Test Engine to Practice CIS-CSM Dumps & Practice Exam
NEW QUESTION # 82
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Entering question in portal only
- B. Both portal question entry and Record Producer
- C. Record Producer only
- D. None of the above
Answer: C
NEW QUESTION # 83
What is a limitation regarding synchronization between a case and its associated work order?
- A. If information changes on the Case form it is not updated on the Work Order form
- B. When creating a work order from a case only the Account field on the work order form is filed in but not the Company field
- C. The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized
- D. Updates on a case or work order will only synchronize after the work order is approved
Answer: A
NEW QUESTION # 84
Matching rules enhance assignment capability by ____________________.
- A. Matching best agent by availability
- B. Determining if account is a customer or partner
- C. Providing dynamic matching of cases to groups or individuals
- D. Matching best agent by skill
Answer: A
Explanation:
Explanation
NEW QUESTION # 85
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
- A. The role then becomes a child responsibility
- B. Prevent the same role being used on different customer accounts
- C. Ensure there is a dedicated account manager for that account
- D. The role then becomes a parent responsibility
Answer: A
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/t_CreateAResponsibilityDefinition.html
NEW QUESTION # 86
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. True
- B. False
Answer: A
NEW QUESTION # 87
Which roles are considered external?
Choose 2 answers
- A. Customer Service Agent (sn_customerservice_agent)
- B. Partner Admin (sn_customerservice. partner_admin)
- C. Consumer Support Agent (sn_customerservice.consumer_agent)
- D. Customer Admin (sn_cuslomerservlce.customet_admin)
Answer: B,D
NEW QUESTION # 88
Which social media channels are NOT available out-of-box?
- A. LinkedIn
- B. None of the above
- C. All of the above
- D. Facebook
- E. Twitter
Answer: B
NEW QUESTION # 89
What one of the following is optional when creating a Catalog workflow?
- A. Approving the workflow
- B. Defining workflow activities
- C. Managing workflow versions
- D. Publishing the workflow
Answer: C
NEW QUESTION # 90
How are ServiceNow's out-of-the-box Customer Service Management applications packaged? (Choose two.)
- A. Store Apps
- B. Update Sets
- C. Through private scopes
- D. Plugins
Answer: A,D
NEW QUESTION # 91
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
- A. Execute assigned tasks
- B. Manage assets
- C. Manage cases
- 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 # 92
What are features of Customer Service Management? (Choose four.)
- A. Real-time SLAs
- B. Demand Management
- C. Service Entitlements
- D. Service Contracts
- E. Skills-based routing
- F. Service Prospecting
- G. Timed Audits
Answer: A,B,C,E
NEW QUESTION # 93
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A. Update Case Entitlement
- B. Change Update to Close
- C. Auto Assessment
- D. Apply Role by Customer
Answer: A,C
NEW QUESTION # 94
From which one of the following can an agent create a CSM Case:
- A. Special Handling Note
- B. Human Resource Application
- C. Incident Management
- D. Chat
Answer: D
Explanation:
Source: https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/customer-service-case-types.html
NEW QUESTION # 95
Which one is NOT a dependency for the Customer Service Plugin?
- A. Openframe
- B. Communities
- C. Skills Management
- D. Task Activities
Answer: B
NEW QUESTION # 96
Which of the following statements is correct regarding product models in CSM?
- A. Products models can only contain digital (logical) items
- B. Product models can contain both physical items and digital (logical) items in the same mode
- C. Product models can contain either physical items or digital (logical) items but not both in the same model
- D. Product models can only contain physical items
Answer: B
NEW QUESTION # 97
What is a case?
- A. An individual record that handles and routes issues for internal users
- B. An Individual record that Is used to identity and create automation opportunities
- C. An individual record that is used to identify and resolve a question or issue for an external customer
- D. An individual record that handles and resolves incidents tor external customers
Answer: C
Explanation:
https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/csm-cases-case-tasks-overview.html#:~:text=Customer%20service%20cases%20store%20information,work%20necessary%20to%20resolve%20cases.
NEW QUESTION # 98
What are benefits of me Conversation History feature? (Choose two.)
- A. A customized admin chat toolbar with emojis for agents to use in chat messages
- B. Better language management by flagging key words and alerting chat managers when agents use one or more of those words
- C. Improved customer satisfaction as agents can respond to and resolve customer issues faster
- D. Shorter calls for agents by reducing the time to search for information
Answer: C,D
NEW QUESTION # 99
Which of the following is a condition for matching rules?
- A. Specific case attributes
- B. Agent domain
- C. Assignment
- D. Switching
Answer: A
Explanation:
Reference:
customer-service-management/concept/case-assignment-matching-rules.html
NEW QUESTION # 100
________________ 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. Partner administrator [sn_customerservice.partner_admin]
- C. Consumer [sn_customerservice.consumer]
- D. Customer [sn_customerservice.customer]
- E. Partner [sn_customerservice.partner]
- F. Customer administrator [sn_customerservice.customer_admin]
Answer: A
NEW QUESTION # 101
Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)
- A. sn_customerservice.customer_admm
- B. sn_customerservice.partner_admin
- C. sn_customerservice_manager
- D. sn_customerservice_agent
- E. admin
Answer: C,E
NEW QUESTION # 102
What one of the following is optional when creating a Catalog workflow?
- A. Approving the workflow
- B. Defining workflow activities
- C. Managing workflow versions
- D. Publishing the workflow
Answer: C
Explanation:
Explanation
NEW QUESTION # 103
What one of the following is optional when creating a Catalog workflow?
- A. Approving the workflow
- B. Defining workflow activities
- C. Managing workflow versions
- D. Publishing the workflow
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflow- administration/task/t_CrtWkflwNewSvcCtlgItm.html
NEW QUESTION # 104
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