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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 12

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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?
Who can create a customer service case from a community discussion? (Choose two.)
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
What do blue circles in the timeline of a case form represent?
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
Benefits of Proactive Customer Service Operations include: (Choose two.)
Articles can provide the following: (Choose three.)
What are the types of units used to measure entitlements? (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 :
What should be part of the pre-engagement collateral?

Question 111

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The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench?

Choose 3 answers

Correlation
Correlation
Simple Match
Simple Match
Scripted
Scripted
Availability
Availability
Aggregate
Aggregate
Suggested answer: B, C, E
asked 23/09/2024
Rolf Johannesen
43 questions

Question 112

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What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

The case action status changes to Related Task Updated
The case action status changes to Related Task Updated
The case escalates to an assignment group as defined in the default escalation template
The case escalates to an assignment group as defined in the default escalation template
The case work notes are updated automatically
The case work notes are updated automatically
The case displays a special handling note highlighting the update
The case displays a special handling note highlighting the update
Suggested answer: C

Explanation:

https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/product/problem-management/concept/sync-btwn-inci-prob.html

asked 23/09/2024
Alexander Castro
42 questions

Question 113

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Based on which out-of-box attributes can Special Handling Notes be applied to cases?

Choose 3 answers

Product Model
Product Model
Account
Account
Service Contract
Service Contract
Contact
Contact
Install Base Item
Install Base Item
Suggested answer: A, B, D

Explanation:

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

asked 23/09/2024
Louis Reeves
44 questions

Question 114

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Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades How many sequential project phases and exit gates are there in the Now Create Methodology?

Four
Four
Three
Three
Six
Six
Five
Five
Suggested answer: D

Explanation:

E-book see 223. https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/222

asked 23/09/2024
Charalambos Stavrou
34 questions

Question 115

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What features are included with the Customer Service Portal?

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Header with links for different customer activities such as creating a case
Header with links for different customer activities such as creating a case
Search feature to get Information from several repositories
Search feature to get Information from several repositories
Links to information sources such as the knowledge base, community and customer support
Links to information sources such as the knowledge base, community and customer support
Links to marketing promotions and product coupons
Links to marketing promotions and product coupons
The ability to create new accounts
The ability to create new accounts
Suggested answer: A, B, C

Explanation:

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

asked 23/09/2024
Memo Albah
24 questions

Question 116

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From which one of the following can an agent create a CSM Case:

Human Resource Application
Human Resource Application
Incident Management
Incident Management
Chat
Chat
Special Handling Note
Special Handling Note
Suggested answer: C

Explanation:

Source: https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/customer-service-case-types.html

asked 23/09/2024
DAVIDE MCGARR
37 questions

Question 117

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What is a supported external customer that, in turn, sells to and supports one or more customers?

Partner
Partner
Account
Account
Contact
Contact
Consumer
Consumer
Suggested answer: A
asked 23/09/2024
Foo goo
41 questions

Question 118

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Name a security benefit gained from using scoped applications:

Prevents changes to tables without explicit permission from IT
Prevents changes to tables without explicit permission from IT
Prevents third party Integrations
Prevents third party Integrations
Limits the number of update sets that can be applied
Limits the number of update sets that can be applied
Limits accessibility to other applications in the Instance
Limits accessibility to other applications in the Instance
Suggested answer: D
asked 23/09/2024
JAMIE JARAMILLO LOOR
37 questions

Question 119

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Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types?

Choose 3 answers

Skill seniority
Skill seniority
Account team responsibility
Account team responsibility
Related task
Related task
Historical
Historical
Product expertise
Product expertise
Suggested answer: B, C, D

Explanation:

https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/128

asked 23/09/2024
Tony Hartzell
34 questions

Question 120

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An Account Relationship is based on a defined account relationship type. Users with the System Administrator role can define two types of relationships:

Choose 2 answers

Partner-to-customer
Partner-to-customer
Customer-to-Consumer
Customer-to-Consumer
Account-to-account
Account-to-account
Partner-to-account
Partner-to-account
Account-to-customer
Account-to-customer
Suggested answer: C, D
asked 23/09/2024
gokulakrishna S B
37 questions
Total 239 questions
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