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

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Question 121

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

Choose 3 answers

Risk Wana9emenI
Risk Wana9emenI
ITOM Event Management
ITOM Event Management
DevOps
DevOps
Financial Management
Financial Management
Strategic Portfolio Management
Strategic Portfolio Management
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

asked 23/09/2024
Aleph Ventures
33 questions

Question 122

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What is a case?

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

asked 23/09/2024
Mohamed Ismail
49 questions

Question 123

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

Business Rules
Business Rules
Flows
Flows
Workflows
Workflows
State Flows
State Flows
Suggested answer: D
asked 23/09/2024
Marek Broadstock
36 questions

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?

Document the knowledge gap in the case worn notes and escalate the case
Document the knowledge gap in the case worn notes and escalate the case
Use Related Links on the case form to report a knowledge gap
Use Related Links on the case form to report a knowledge gap
Post a question in one of the various Customer Service Management knowledge bases
Post a question in one of the various Customer Service Management knowledge bases
Use the Create Knowledge button on the case form to report a knowledge gap
Use the Create Knowledge button on the case form to report a knowledge gap
Suggested answer: B
asked 23/09/2024
BERNDT HAMBOECK
26 questions

Question 125

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What types of escalation templates can be created?

Choose 2 answers

Account
Account
Sold Product
Sold Product
Consumer
Consumer
Case
Case
Suggested answer: A, D
asked 23/09/2024
Ahmad Khader
24 questions

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

Store APPs
Store APPs
XML unloads
XML unloads
Update Sets
Update Sets
Plugins
Plugins
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

asked 23/09/2024
Ryan Shannon
37 questions

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?

Allows access to knowledge articles that are related to entitlements owned by a customer
Allows access to knowledge articles that are related to entitlements owned by a customer
Allows access to multi-product line knowledge articles
Allows access to multi-product line knowledge articles
Allows access to knowledge articles that are related to products owned by a customer
Allows access to knowledge articles that are related to products owned by a customer
Allows access to knowledge articles based on customer's security access
Allows access to knowledge articles based on customer's security access
Suggested answer: C
asked 23/09/2024
irwandi irwandi
33 questions

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

Contact
Contact
Sold product
Sold product
Install base Item
Install base Item
Configuration item
Configuration item
Business Service
Business Service
Suggested answer: B, C
asked 23/09/2024
Carlos Reyes
37 questions

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:

webDAV-compilant
webDAV-compilant
Web-based
Web-based
WebDAV-versioned
WebDAV-versioned
Web-configurable
Web-configurable
Suggested answer: A
asked 23/09/2024
Pradap Singh
32 questions

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?

The form headers secondary values can only be displayed above the ribbon components
The form headers secondary values can only be displayed above the ribbon components
The form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components
The form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components
The form header for the case form can display five levels of field values from the case table
The form header for the case form can display five levels of field values from the case table
The form header's primary values can be displayed in the contextual side panel instead of above the ribbon components
The form header's primary values can be displayed in the contextual side panel instead of above the ribbon components
Suggested answer: B
asked 23/09/2024
Borja Arranz Palenzuela
38 questions
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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?
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What should be part of the pre-engagement collateral?