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

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List of questions

Question 121

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

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Question 122

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What is a case?

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Question 123

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

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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?

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Question 125

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What types of escalation templates can be created?

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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?

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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?

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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?

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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:

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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?

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Related questions

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?