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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 14

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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 131

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What are the different resource matching methods on the Matching Rule form?

Choose 3 answers

A.
Skill
A.
Skill
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B.
History
B.
History
Answers
C.
Scripted
C.
Scripted
Answers
D.
Selection Criteria
D.
Selection Criteria
Answers
E.
Simple
E.
Simple
Answers
Suggested answer: C, D, E

Question 132

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What are the three out-of-the-box playbooks for CSM?

Choose 3 answers

A.
Case Playbook for product Support
A.
Case Playbook for product Support
Answers
B.
Case playbook for Onboarding
B.
Case playbook for Onboarding
Answers
C.
Case playbook for Billing
C.
Case playbook for Billing
Answers
D.
Case playbook for Accounts
D.
Case playbook for Accounts
Answers
E.
Case playbook for Complaints
E.
Case playbook for Complaints
Answers
Suggested answer: A, B, E

Explanation:

https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/customer-service-case-playbooks.html

Question 133

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External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?

A.
Change Records and Request Records
A.
Change Records and Request Records
Answers
B.
Request Records and Escalations
B.
Request Records and Escalations
Answers
C.
Problem Records and Incident Records
C.
Problem Records and Incident Records
Answers
D.
Problem Records and Escalations
D.
Problem Records and Escalations
Answers
Suggested answer: A

Question 134

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Which roles are responsible for maintaining account team membership? (Choose two.)

A.
Customer Admin [sn_customerservice.customer.admin]
A.
Customer Admin [sn_customerservice.customer.admin]
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B.
Customer Case Manager [sn_customerservice.customer_case_manager]
B.
Customer Case Manager [sn_customerservice.customer_case_manager]
Answers
C.
System Administrator [admin]
C.
System Administrator [admin]
Answers
D.
Customer Service Manager [sn_customerservice_manager]
D.
Customer Service Manager [sn_customerservice_manager]
Answers
Suggested answer: C, D

Question 135

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Viewing a customer's install base in the CSM Workspaces enables customer service agents to: (Choose two.)

A.
Close an upsell of related products and services not yet purchased by a customer
A.
Close an upsell of related products and services not yet purchased by a customer
Answers
B.
See the detailed configurations of the products and services deployed for a customer to determine the action needed
B.
See the detailed configurations of the products and services deployed for a customer to determine the action needed
Answers
C.
Trace Information provided in a case to the right product or service to which it relates
C.
Trace Information provided in a case to the right product or service to which it relates
Answers
D.
Monitor related operational services and configuration items that affect service health
D.
Monitor related operational services and configuration items that affect service health
Answers
Suggested answer: A, B

Question 136

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What is KCS (Knowledge Centered Services)?

A.
A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
A.
A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
Answers
B.
A documented methodology to provide a set of best practices for creating and maintaining knowledge
B.
A documented methodology to provide a set of best practices for creating and maintaining knowledge
Answers
C.
A dashboard with specific visualization of the different knowledge bases and categories
C.
A dashboard with specific visualization of the different knowledge bases and categories
Answers
D.
An application that helps agents and managers to create cases from Knowledge articles
D.
An application that helps agents and managers to create cases from Knowledge articles
Answers
Suggested answer: B

Explanation:

https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/product/knowledge-management/concept/knowledge-centred-configuration.html#:~:text=Knowledge%2DCentered%20Service%20(KCS),KCS%20(V6)%20verified%20product.

Question 137

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Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)

A.
State Flows
A.
State Flows
Answers
B.
Assignment Workbench
B.
Assignment Workbench
Answers
C.
Assignment Rules
C.
Assignment Rules
Answers
D.
CSM Workspace
D.
CSM Workspace
Answers
Suggested answer: B, C

Question 138

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Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)

A.
Assigned Cases
A.
Assigned Cases
Answers
B.
Agent Affinity
B.
Agent Affinity
Answers
C.
Availability Today
C.
Availability Today
Answers
D.
Matching Skills
D.
Matching Skills
Answers
E.
Agent History
E.
Agent History
Answers
Suggested answer: A, C, D

Question 139

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Why does the implementation team need to deliver core functionality to the customer as quickly as possible?

A.
To expand the technical reach
A.
To expand the technical reach
Answers
B.
To facilitate the requirement gathering during the workshops
B.
To facilitate the requirement gathering during the workshops
Answers
C.
To complete any complex customizations early enough
C.
To complete any complex customizations early enough
Answers
D.
To realize near-term ROI (Return on Investment)
D.
To realize near-term ROI (Return on Investment)
Answers
Suggested answer: D

Question 140

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What is a household entity?

A.
Group of users that usually share a common address and use services as a group
A.
Group of users that usually share a common address and use services as a group
Answers
B.
Group of people that usually share a common address and use services as a group
B.
Group of people that usually share a common address and use services as a group
Answers
C.
Group of customers that usually share a common address and use services as a group
C.
Group of customers that usually share a common address and use services as a group
Answers
D.
Group of consumers that usually share a common address and use services as a group
D.
Group of consumers that usually share a common address and use services as a group
Answers
Suggested answer: D
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