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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 13

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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 121

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Which ServiceNow products can be integrated out-of-the-box with CSM?

Choose 3 answers

A.
Risk Wana9emenI
A.
Risk Wana9emenI
Answers
B.
ITOM Event Management
B.
ITOM Event Management
Answers
C.
DevOps
C.
DevOps
Answers
D.
Financial Management
D.
Financial Management
Answers
E.
Strategic Portfolio Management
E.
Strategic Portfolio Management
Answers
Suggested answer: B, D, E

Explanation:

https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/integrate-csm-other-applics.html

Question 122

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What is a case?

A.
An individual record that handles and routes issues for internal users
A.
An individual record that handles and routes issues for internal users
Answers
B.
An Individual record that Is used to identity and create automation opportunities
B.
An Individual record that Is used to identity and create automation opportunities
Answers
C.
An individual record that is used to identify and resolve a question or issue for an external customer
C.
An individual record that is used to identify and resolve a question or issue for an external customer
Answers
D.
An individual record that handles and resolves incidents tor external customers
D.
An individual record that handles and resolves incidents tor external customers
Answers
Suggested answer: C

Explanation:

https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/csm-cases-case-tasks-overview.html#:~:text=Customer%20service%20cases%20store%20information,work%20necessary%20to%20resolve%20cases.

Question 123

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Out-of-box, which functionality handles state transitioning for case management?

A.
Business Rules
A.
Business Rules
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B.
Flows
B.
Flows
Answers
C.
Workflows
C.
Workflows
Answers
D.
State Flows
D.
State Flows
Answers
Suggested answer: D

Question 124

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As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?

A.
Document the knowledge gap in the case worn notes and escalate the case
A.
Document the knowledge gap in the case worn notes and escalate the case
Answers
B.
Use Related Links on the case form to report a knowledge gap
B.
Use Related Links on the case form to report a knowledge gap
Answers
C.
Post a question in one of the various Customer Service Management knowledge bases
C.
Post a question in one of the various Customer Service Management knowledge bases
Answers
D.
Use the Create Knowledge button on the case form to report a knowledge gap
D.
Use the Create Knowledge button on the case form to report a knowledge gap
Answers
Suggested answer: B

Question 125

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What types of escalation templates can be created?

Choose 2 answers

A.
Account
A.
Account
Answers
B.
Sold Product
B.
Sold Product
Answers
C.
Consumer
C.
Consumer
Answers
D.
Case
D.
Case
Answers
Suggested answer: A, D

Question 126

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Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?

Choose 2 answers

A.
Store APPs
A.
Store APPs
Answers
B.
XML unloads
B.
XML unloads
Answers
C.
Update Sets
C.
Update Sets
Answers
D.
Plugins
D.
Plugins
Answers
Suggested answer: A, D

Explanation:

Store Apps: The exclusive source for Now Certified enterprise workflow apps from partners that complement and extend ServiceNow.

- Plugins: Plugins are software components that provide specific features and functionalities within a ServiceNow instance.

https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/plugins/concept/c_ServiceNowPlugins.html

https://store.servicenow.com/sn_appstore_store.do#!/store/aboutus

Question 127

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When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?

A.
Allows access to knowledge articles that are related to entitlements owned by a customer
A.
Allows access to knowledge articles that are related to entitlements owned by a customer
Answers
B.
Allows access to multi-product line knowledge articles
B.
Allows access to multi-product line knowledge articles
Answers
C.
Allows access to knowledge articles that are related to products owned by a customer
C.
Allows access to knowledge articles that are related to products owned by a customer
Answers
D.
Allows access to knowledge articles based on customer's security access
D.
Allows access to knowledge articles based on customer's security access
Answers
Suggested answer: C

Question 128

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An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used?

Choose 2 answers

A.
Contact
A.
Contact
Answers
B.
Sold product
B.
Sold product
Answers
C.
Install base Item
C.
Install base Item
Answers
D.
Configuration item
D.
Configuration item
Answers
E.
Business Service
E.
Business Service
Answers
Suggested answer: B, C

Question 129

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External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

A.
webDAV-compilant
A.
webDAV-compilant
Answers
B.
Web-based
B.
Web-based
Answers
C.
WebDAV-versioned
C.
WebDAV-versioned
Answers
D.
Web-configurable
D.
Web-configurable
Answers
Suggested answer: A

Question 130

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Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?

A.
The form headers secondary values can only be displayed above the ribbon components
A.
The form headers secondary values can only be displayed above the ribbon components
Answers
B.
The form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components
B.
The form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components
Answers
C.
The form header for the case form can display five levels of field values from the case table
C.
The form header for the case form can display five levels of field values from the case table
Answers
D.
The form header's primary values can be displayed in the contextual side panel instead of above the ribbon components
D.
The form header's primary values can be displayed in the contextual side panel instead of above the ribbon components
Answers
Suggested answer: B
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