ExamGecko
Login
Home / ServiceNow / CIS-CSM / List of questions
Ask Question

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

List of questions

Question 131

Report
Export
Collapse

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

Choose 3 answers

Skill
Skill
History
History
Scripted
Scripted
Selection Criteria
Selection Criteria
Simple
Simple
Suggested answer: C, D, E
asked 23/09/2024
Zoltan Mate
22 questions

Question 132

Report
Export
Collapse

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

Choose 3 answers

Case Playbook for product Support
Case Playbook for product Support
Case playbook for Onboarding
Case playbook for Onboarding
Case playbook for Billing
Case playbook for Billing
Case playbook for Accounts
Case playbook for Accounts
Case playbook for Complaints
Case playbook for Complaints
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

asked 23/09/2024
Khuong Tang
31 questions

Question 133

Report
Export
Collapse

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?

Change Records and Request Records
Change Records and Request Records
Request Records and Escalations
Request Records and Escalations
Problem Records and Incident Records
Problem Records and Incident Records
Problem Records and Escalations
Problem Records and Escalations
Suggested answer: A
asked 23/09/2024
john rosselot
37 questions

Question 134

Report
Export
Collapse

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

Customer Admin [sn_customerservice.customer.admin]
Customer Admin [sn_customerservice.customer.admin]
Customer Case Manager [sn_customerservice.customer_case_manager]
Customer Case Manager [sn_customerservice.customer_case_manager]
System Administrator [admin]
System Administrator [admin]
Customer Service Manager [sn_customerservice_manager]
Customer Service Manager [sn_customerservice_manager]
Suggested answer: C, D
asked 23/09/2024
Mathias Gontek
39 questions

Question 135

Report
Export
Collapse

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

Close an upsell of related products and services not yet purchased by a customer
Close an upsell of related products and services not yet purchased by a customer
See the detailed configurations of the products and services deployed for a customer to determine the action needed
See the detailed configurations of the products and services deployed for a customer to determine the action needed
Trace Information provided in a case to the right product or service to which it relates
Trace Information provided in a case to the right product or service to which it relates
Monitor related operational services and configuration items that affect service health
Monitor related operational services and configuration items that affect service health
Suggested answer: A, B
asked 23/09/2024
Idan Bar-On
37 questions

Question 136

Report
Export
Collapse

What is KCS (Knowledge Centered Services)?

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

asked 23/09/2024
Lara Umemoto
49 questions

Question 137

Report
Export
Collapse

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.)

State Flows
State Flows
Assignment Workbench
Assignment Workbench
Assignment Rules
Assignment Rules
CSM Workspace
CSM Workspace
Suggested answer: B, C
asked 23/09/2024
Martijn Lammerts
43 questions

Question 138

Report
Export
Collapse

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.)

Assigned Cases
Assigned Cases
Agent Affinity
Agent Affinity
Availability Today
Availability Today
Matching Skills
Matching Skills
Agent History
Agent History
Suggested answer: A, C, D
asked 23/09/2024
Jessica Mahoney
37 questions

Question 139

Report
Export
Collapse

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

To expand the technical reach
To expand the technical reach
To facilitate the requirement gathering during the workshops
To facilitate the requirement gathering during the workshops
To complete any complex customizations early enough
To complete any complex customizations early enough
To realize near-term ROI (Return on Investment)
To realize near-term ROI (Return on Investment)
Suggested answer: D
asked 23/09/2024
Tebello Mofokeng
29 questions

Question 140

Report
Export
Collapse

What is a household entity?

Group of users that usually share a common address and use services as a group
Group of users that usually share a common address and use services as a group
Group of people that usually share a common address and use services as a group
Group of people that usually share a common address and use services as a group
Group of customers that usually share a common address and use services as a group
Group of customers that usually share a common address and use services as a group
Group of consumers that usually share a common address and use services as a group
Group of consumers that usually share a common address and use services as a group
Suggested answer: D
asked 23/09/2024
jordi vanderpooten
34 questions
Total 239 questions
Go to page: of 24
Open VPLUS File
Convert VPLUS to PDF

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?