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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 10

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Question 91

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_____________________ 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 :

Partner [sn_customerservice.partner]
Partner [sn_customerservice.partner]
Agent [sn_customerservice_agent]
Agent [sn_customerservice_agent]
Consumer Agent [sn_customerservice.consumer_agent]
Consumer Agent [sn_customerservice.consumer_agent]
Agent manager [sn_customerservice_manager]
Agent manager [sn_customerservice_manager]
Customer case manager [sn_customerservice.customer_case_manager]
Customer case manager [sn_customerservice.customer_case_manager]
Customer administrator [sn_customerservice.customer_admin]
Customer administrator [sn_customerservice.customer_admin]
Suggested answer: C
asked 23/09/2024
Angel Castillo
38 questions

Question 92

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What action is required to enable agents to create an incident record for a case?

They must be assigned with the read role for incident
They must be assigned with the read role for incident
They must be assigned with the itil role
They must be assigned with the itil role
They must be assigned with the snc_intemal role
They must be assigned with the snc_intemal role
They must be assigned with the sn_customerservice.itsm_contributor role
They must be assigned with the sn_customerservice.itsm_contributor role
Suggested answer: B
asked 23/09/2024
Thanh Tran
37 questions

Question 93

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In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)

Blocked by approval
Blocked by approval
Blocked by case task
Blocked by case task
Blocked internally and by customer
Blocked internally and by customer
Blocked by internally
Blocked by internally
Suggested answer: C, D
asked 23/09/2024
stefano nicoletti
41 questions

Question 94

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Which of the following are correct for parent/child synchronization? (Choose two.)

Multiple child cases can be managed from a parent case as in Major Issue Management
Multiple child cases can be managed from a parent case as in Major Issue Management
The Administrator can choose which fields to synchronize from parent to child cases
The Administrator can choose which fields to synchronize from parent to child cases
Parent to child cases can be synchronized regardless of which state the case is in
Parent to child cases can be synchronized regardless of which state the case is in
The property to synchronize parent to child cases is automatically enabled
The property to synchronize parent to child cases is automatically enabled
Suggested answer: A, C
Explanation:

https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/config-major-case-synchronization.html

asked 23/09/2024
Larry Wong
35 questions

Question 95

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When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

Social Channels
Social Channels
Social Profiles
Social Profiles
Social Logs
Social Logs
Work notes
Work notes
Additional comments
Additional comments
Suggested answer: C
asked 23/09/2024
Vu Tung
31 questions

Question 96

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Once a major case candidate is approved a major case is created. What then happens to the customer case?

The customer case becomes a child case of the major case
The customer case becomes a child case of the major case
The customer case will be automatically closed
The customer case will be automatically closed
The customer case becomes the parent case of the major case
The customer case becomes the parent case of the major case
The customer case will automatically be related to a problem
The customer case will automatically be related to a problem
Suggested answer: C
asked 23/09/2024
Krishnan S Sridhar
39 questions

Question 97

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What are the types of units used to measure entitlements? (Choose two.)

Hours
Hours
Contract
Contract
Cost
Cost
Case
Case
Suggested answer: A, D
Explanation:

Entitlements are counted on a per unit basis. The Unit field on the Service Entitlement form defines the unit type, either cases or hours.

Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/configure-csm-entitlements.html

asked 23/09/2024
Adam Beke
42 questions

Question 98

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Which of the following roles can update a consumer's record? (Choose two.)

Consumer Support Agent {sn_customerservice.consumer_agent)
Consumer Support Agent {sn_customerservice.consumer_agent)
Customer Service Manager (sn_customerservice_manager)
Customer Service Manager (sn_customerservice_manager)
Customer Service Agent (sn_customerservice_agent)
Customer Service Agent (sn_customerservice_agent)
Customer (sn_customerservice.customer)
Customer (sn_customerservice.customer)
Suggested answer: A, D
asked 23/09/2024
Nabil MHB
51 questions

Question 99

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Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?

The field is not based of the customers profile time zone
The field is not based of the customers profile time zone
The field is active in the base form
The field is active in the base form
The field is always based on the system time zone
The field is always based on the system time zone
Agents can use the field to identify if it is the right time to contact customer
Agents can use the field to identify if it is the right time to contact customer
Suggested answer: A
asked 23/09/2024
Amirouche Rahani
50 questions

Question 100

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Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

The contract and entitlements of an asset dictate whether or not it is stored in the CMDB
The contract and entitlements of an asset dictate whether or not it is stored in the CMDB
The CMDB only tracks CIs, assets cannot be CIs
The CMDB only tracks CIs, assets cannot be CIs
While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
The CMDB tracks all assets as configuration items (CIs)
The CMDB tracks all assets as configuration items (CIs)
Suggested answer: C
Explanation:

https://docs.servicenow.com/bundle/washingtondc-it-asset-management/page/product/hardware-asset-management/concept/work-with-asset-ci.html

asked 23/09/2024
Nicole Stevens
51 questions
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