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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 11

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Which social media channels are NOT available out-of-box?
What do blue circles in the timeline of a case form represent?
Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow's and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
_____________________ 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 consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?
How many outbound email accounts are supported in Customer Service Management?
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
What should be part of the pre-engagement collateral?

Question 101

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Regarding Account Teams, what is the purpose of marking a role as 'unique'?

A.
The role then becomes a child responsibility
A.
The role then becomes a child responsibility
Answers
B.
Ensure there is a dedicated account manager for that account
B.
Ensure there is a dedicated account manager for that account
Answers
C.
The role then becomes a parent responsibility
C.
The role then becomes a parent responsibility
Answers
D.
Prevent the same role being used on different customer accounts
D.
Prevent the same role being used on different customer accounts
Answers
Suggested answer: A

Explanation:

https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/t_CreateAResponsibilityDefinition.html

Question 102

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Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

A.
Partner Service
A.
Partner Service
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B.
Customer Service
B.
Customer Service
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C.
Consumer Service
C.
Consumer Service
Answers
D.
Product Service
D.
Product Service
Answers
Suggested answer: A, B

Question 103

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To which entities can Special Handling Notes be applied out of the box?

A.
Consumer
A.
Consumer
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B.
Entitlement
B.
Entitlement
Answers
C.
Sold Product
C.
Sold Product
Answers
Suggested answer: A

Question 104

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Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

A.
Escalate a case on the add-m panel of Outlook
A.
Escalate a case on the add-m panel of Outlook
Answers
B.
Register the sender of an email as contact
B.
Register the sender of an email as contact
Answers
C.
As the Microsoft Outlook user, register yourself as self-contributor
C.
As the Microsoft Outlook user, register yourself as self-contributor
Answers
D.
Create cases using email content in Outlook for the customer contact
D.
Create cases using email content in Outlook for the customer contact
Answers
Suggested answer: B, D

Question 105

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In the Customer Service Management space what defines the term asset?

A.
A physical item
A.
A physical item
Answers
B.
A specific product instance supported for a customer
B.
A specific product instance supported for a customer
Answers
C.
A product that a company supports
C.
A product that a company supports
Answers
D.
A resource that allows a business service
D.
A resource that allows a business service
Answers
Suggested answer: B

Question 106

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Out-of-the-box. cases are automatically closed after how many days?

A.
3 days
A.
3 days
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B.
5 days
B.
5 days
Answers
C.
10 days
C.
10 days
Answers
D.
Cases are not automatically closed by default
D.
Cases are not automatically closed by default
Answers
Suggested answer: D

Question 107

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Which of the following child case states would cause parent - child case synchronization to fail?

Choose 3 answers

A.
Cancelled
A.
Cancelled
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B.
Resolved
B.
Resolved
Answers
C.
Awaiting Info
C.
Awaiting Info
Answers
D.
In Progress
D.
In Progress
Answers
E.
Closed
E.
Closed
Answers
F.
New
F.
New
Answers
Suggested answer: C, D, E

Question 108

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In Advanced Work Assignment, what does the overflow assignment capability do, if defined?

A.
Uses matching and assignment rules to send work Hems to the agent with the most capacity
A.
Uses matching and assignment rules to send work Hems to the agent with the most capacity
Answers
B.
When one support group reaches capacity the work Item is automatically routed to another group
B.
When one support group reaches capacity the work Item is automatically routed to another group
Answers
C.
Uses matching and assignment rules to send won* items to the agent with the highest availability
C.
Uses matching and assignment rules to send won* items to the agent with the highest availability
Answers
D.
Routes cases to different groups based on their skill set and availability
D.
Routes cases to different groups based on their skill set and availability
Answers
Suggested answer: B

Question 109

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What are the three main components that make up Proactive Customer Service Operations?

Choose 3 answers

A.
proactive Case
A.
proactive Case
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B.
Service-Aware Install Base
B.
Service-Aware Install Base
Answers
C.
Service-Aware CMDB
C.
Service-Aware CMDB
Answers
D.
Proactive Prevention
D.
Proactive Prevention
Answers
E.
Service Reporting
E.
Service Reporting
Answers
F.
Service Monitoring
F.
Service Monitoring
Answers
Suggested answer: A, B, E

Question 110

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When working with case types, what is the lowest level in the case type hierarchy called?

A.
Leaf-level
A.
Leaf-level
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B.
Decision-level
B.
Decision-level
Answers
C.
Base-level
C.
Base-level
Answers
D.
Sub-level
D.
Sub-level
Answers
Suggested answer: A
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