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

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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 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

A.
Correlation
A.
Correlation
Answers
B.
Simple Match
B.
Simple Match
Answers
C.
Scripted
C.
Scripted
Answers
D.
Availability
D.
Availability
Answers
E.
Aggregate
E.
Aggregate
Answers
Suggested answer: B, C, E

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?

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

Question 113

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

Choose 3 answers

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

Explanation:

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

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?

A.
Four
A.
Four
Answers
B.
Three
B.
Three
Answers
C.
Six
C.
Six
Answers
D.
Five
D.
Five
Answers
Suggested answer: D

Explanation:

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

Question 115

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What features are included with the Customer Service Portal?

Choose 3 answers

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

Question 116

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

A.
Human Resource Application
A.
Human Resource Application
Answers
B.
Incident Management
B.
Incident Management
Answers
C.
Chat
C.
Chat
Answers
D.
Special Handling Note
D.
Special Handling Note
Answers
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

Question 117

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

A.
Partner
A.
Partner
Answers
B.
Account
B.
Account
Answers
C.
Contact
C.
Contact
Answers
D.
Consumer
D.
Consumer
Answers
Suggested answer: A

Question 118

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Name a security benefit gained from using scoped applications:

A.
Prevents changes to tables without explicit permission from IT
A.
Prevents changes to tables without explicit permission from IT
Answers
B.
Prevents third party Integrations
B.
Prevents third party Integrations
Answers
C.
Limits the number of update sets that can be applied
C.
Limits the number of update sets that can be applied
Answers
D.
Limits accessibility to other applications in the Instance
D.
Limits accessibility to other applications in the Instance
Answers
Suggested answer: D

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

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

Explanation:

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

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

A.
Partner-to-customer
A.
Partner-to-customer
Answers
B.
Customer-to-Consumer
B.
Customer-to-Consumer
Answers
C.
Account-to-account
C.
Account-to-account
Answers
D.
Partner-to-account
D.
Partner-to-account
Answers
E.
Account-to-customer
E.
Account-to-customer
Answers
Suggested answer: C, D
Total 239 questions
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