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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 15

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Question 141

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What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?

Can view assets belonging to their partner accounts
Can view assets belonging to their partner accounts
Can create, view, and edit cases for their partner accounts
Can create, view, and edit cases for their partner accounts
Can resolve cases reported by their partner accounts
Can resolve cases reported by their partner accounts
Can create and update contacts for their partner accounts
Can create and update contacts for their partner accounts
Suggested answer: A
asked 23/09/2024
Russell James
38 questions

Question 142

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Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

Set the Agent Experience (What agents see in their Workspace inbox)
Set the Agent Experience (What agents see in their Workspace inbox)
Define Assignment Rules (How to assign work items)
Define Assignment Rules (How to assign work items)
Define Work Item Queues (Where to route)
Define Work Item Queues (Where to route)
Configure Service Channels (What to route)
Configure Service Channels (What to route)
Suggested answer: B
asked 23/09/2024
Miguel Pinar Guruceta
43 questions

Question 143

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From a security perspective, scoping brings several benefits: (Choose two.)

Improves instance security by limiting accessibility to other applications on the instance
Improves instance security by limiting accessibility to other applications on the instance
Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals
Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals
IT can manage and control the pace of the CSM teams because dependencies have been put in place
IT can manage and control the pace of the CSM teams because dependencies have been put in place
The scope holds the records and acts as a container for the desired Customer Service Management Applications
The scope holds the records and acts as a container for the desired Customer Service Management Applications
Suggested answer: A, D
asked 23/09/2024
David Powell
29 questions

Question 144

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Partner admin (sn_customerservice.partner_admin) contacts have access to:

Their customer account
Their customer account
Their partner accounts
Their partner accounts
Both
Both
Neither
Neither
Suggested answer: C
asked 23/09/2024
Bhavya AGGARWAL
41 questions

Question 145

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What determines how an escalation request is processed?

Escalation Rule
Escalation Rule
Escalation Template
Escalation Template
Escalation Severity
Escalation Severity
Escalation Justification
Escalation Justification
Suggested answer: B
asked 23/09/2024
Joshua Paffen
32 questions

Question 146

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Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)

Customer service manager (sn_customerservice_manager)
Customer service manager (sn_customerservice_manager)
Customer service agent (sn_customerservice_agent)
Customer service agent (sn_customerservice_agent)
Customer administrator (sn_customerservice.customer_admin)
Customer administrator (sn_customerservice.customer_admin)
Partner (sn_customerservice.partner)
Partner (sn_customerservice.partner)
Suggested answer: A, B
asked 23/09/2024
Alejandro Ramirez Cuesta
37 questions

Question 147

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Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)

Create Contact
Create Contact
Check Case Status
Check Case Status
Close Case
Close Case
Get Help with an Order
Get Help with an Order
Get Help with an Asset
Get Help with an Asset
Suggested answer: B, D

Explanation:

https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/csm-virtual-agent-chatbot.html

asked 23/09/2024
MM rahn
41 questions

Question 148

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Which roles can propose a case as a Major Case candidate? (Choose three.)

Proxy contact (sn_customerservice.proxy_contact)
Proxy contact (sn_customerservice.proxy_contact)
Customer case manager (sn_customerservice.customer_case_manager)
Customer case manager (sn_customerservice.customer_case_manager)
Customer service manager (sn_customerservice_manager)
Customer service manager (sn_customerservice_manager)
Customer service agent (sn_customerservice_agent)
Customer service agent (sn_customerservice_agent)
Major issue manager (sn_majorissue_mgt.major_issue_manager)
Major issue manager (sn_majorissue_mgt.major_issue_manager)
Suggested answer: C, D, E
asked 23/09/2024
FELIPE VILLAGOMEZ CARDENAS VILLAGOMEZ
42 questions

Question 149

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For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?

snc_intemai and snc_external
snc_intemai and snc_external
snc_internal and sn_customerservice.consumer_agent
snc_internal and sn_customerservice.consumer_agent
snc_internal and sn_customerservice_agent
snc_internal and sn_customerservice_agent
snc_external and sn_customerservice.customer
snc_external and sn_customerservice.customer
Suggested answer: A
asked 23/09/2024
Armands Vestmanis
45 questions

Question 150

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Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)

Experience
Experience
Skills
Skills
Availability
Availability
Shifts
Shifts
Capacity
Capacity
Products
Products
Suggested answer: B, C, D, E
asked 23/09/2024
Sarath Ganaparthi
43 questions
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