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

List of questions

Question 101

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

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

Explanation:

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

asked 23/09/2024
Aldrin Plata
43 questions

Question 102

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

Partner Service
Partner Service
Customer Service
Customer Service
Consumer Service
Consumer Service
Product Service
Product Service
Suggested answer: A, B
asked 23/09/2024
Kabi Bashala
32 questions

Question 103

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

Consumer
Consumer
Entitlement
Entitlement
Sold Product
Sold Product
Suggested answer: A
asked 23/09/2024
P B
41 questions

Question 104

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

Escalate a case on the add-m panel of Outlook
Escalate a case on the add-m panel of Outlook
Register the sender of an email as contact
Register the sender of an email as contact
As the Microsoft Outlook user, register yourself as self-contributor
As the Microsoft Outlook user, register yourself as self-contributor
Create cases using email content in Outlook for the customer contact
Create cases using email content in Outlook for the customer contact
Suggested answer: B, D
asked 23/09/2024
daniel valdera carrasco
42 questions

Question 105

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

A physical item
A physical item
A specific product instance supported for a customer
A specific product instance supported for a customer
A product that a company supports
A product that a company supports
A resource that allows a business service
A resource that allows a business service
Suggested answer: B
asked 23/09/2024
Steven Moran
32 questions

Question 106

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

3 days
3 days
5 days
5 days
10 days
10 days
Cases are not automatically closed by default
Cases are not automatically closed by default
Suggested answer: D
asked 23/09/2024
Manoj A Rajan
40 questions

Question 107

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

Choose 3 answers

Cancelled
Cancelled
Resolved
Resolved
Awaiting Info
Awaiting Info
In Progress
In Progress
Closed
Closed
New
New
Suggested answer: C, D, E
asked 23/09/2024
Victor vila
37 questions

Question 108

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

Uses matching and assignment rules to send work Hems to the agent with the most capacity
Uses matching and assignment rules to send work Hems to the agent with the most capacity
When one support group reaches capacity the work Item is automatically routed to another group
When one support group reaches capacity the work Item is automatically routed to another group
Uses matching and assignment rules to send won* items to the agent with the highest availability
Uses matching and assignment rules to send won* items to the agent with the highest availability
Routes cases to different groups based on their skill set and availability
Routes cases to different groups based on their skill set and availability
Suggested answer: B
asked 23/09/2024
Suraj Patil
34 questions

Question 109

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

Choose 3 answers

proactive Case
proactive Case
Service-Aware Install Base
Service-Aware Install Base
Service-Aware CMDB
Service-Aware CMDB
Proactive Prevention
Proactive Prevention
Service Reporting
Service Reporting
Service Monitoring
Service Monitoring
Suggested answer: A, B, E
asked 23/09/2024
Ronald Armas
34 questions

Question 110

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

Leaf-level
Leaf-level
Decision-level
Decision-level
Base-level
Base-level
Sub-level
Sub-level
Suggested answer: A
asked 23/09/2024
Ubeydullah Kara
40 questions
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