Home / ServiceNow / CIS-CSM

ServiceNow CIS-CSM Practice Test - Questions Answers, Page 16

Question list

List of questions

Question 151

(0)

What are Special Handling Notes used for?

Question 152

(0)

A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)

Question 153

(0)

What is knowledge article versioning?

Question 154

(0)

Which of the following are benefits of customer access management? (Choose two.)

Question 155

(0)

Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)

Question 156

(0)

On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)

Question 157

(0)

When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

Question 158

(0)

Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?

Question 159

(0)

What is the benefit of a phased release approach?

Question 160

(0)

Service-aware Install Base consists of which entities? (Choose three.)

Question 151

What are Special Handling Notes used for?

Bring important information about individual records to an agent's attention

For agents to view articles an attach them to a case

To ensure customers get the service they are entitled to receive

Help agents identify in which time zone a contact is located

Show Answer Comment (0)

Question 152

A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)

Customer service manager (sn_customerservice_manager)

System administrator (admin)

Customer administrator (sn_customerservice.customer_admin)

Partner administrator [sn_customerservice.partner_admon]

Service organization administrator (sn_customerservice.service_organization_admin)

Show Answer Comment (0)

Question 153

What is knowledge article versioning?

A content tracker for knowledge articles

A knowledge article publishing guide

The ability to manage and track article updates

A knowledge article numbering guide

Show Answer Comment (0)

Question 154

Which of the following are benefits of customer access management? (Choose two.)

It increases security by automatically granting access to cases based on access to sold product.

It defaults the responsibility for access management to the customer.

It defaults the responsibility for access management to the customer service agent.

It improves the customer experience by enabling related parties to track and collaborate on cases.

Show Answer Comment (0)

Question 155

Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)

Assist customers with questions, issues and problems

Create cases

Propose major cases

View, edit, and work on cases

Approve customer contacts

Manage customer entitlements

Show Answer Comment (0)

Question 156

On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)

Partner admin

Partner contact

Customer admin

Customer contact

Show Answer Comment (0)

Question 157

When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)

Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)

Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)

Activation of the Customer Service plugin (com.sn_customerservice)

Show Answer Comment (0)

Question 158

Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?

Individuals

Partners

Contacts

Accounts

Show Answer Comment (0)