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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 17

List of questions

Question 161

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In the 'Action Status' column on a case list, what could a blue indicator dot mean?

Needs attention
Needs attention
Blocked internally
Blocked internally
Blocked externally
Blocked externally
Work in progress
Work in progress
Suggested answer: A
asked 23/09/2024
Paul LOUIS DIT PICARD
36 questions

Question 162

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Which table must be extended when creating a new case type?

Case (sn_customerservice_case)
Case (sn_customerservice_case)
Case Task (sn_customerservice_case_task)
Case Task (sn_customerservice_case_task)
Task (task)
Task (task)
Case Type (sn_case_type)
Case Type (sn_case_type)
Suggested answer: A
asked 23/09/2024
Tyler Evans
38 questions

Question 163

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Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)

Can research questions issues, or problems, and create view and edit cases for only their own accounts
Can research questions issues, or problems, and create view and edit cases for only their own accounts
Can assign the roles to other contacts in the same account
Can assign the roles to other contacts in the same account
Can view assets belonging to their account
Can view assets belonging to their account
Can edit information or roles for existing contacts
Can edit information or roles for existing contacts
Suggested answer: A, C
asked 23/09/2024
fritz villanueva
48 questions

Question 164

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After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

Customer Service Historic Data Collection
Customer Service Historic Data Collection
Customer Service Initial Data Collection
Customer Service Initial Data Collection
Customer Service Daily Data Collection
Customer Service Daily Data Collection
Customer Service Case Data Collection
Customer Service Case Data Collection
Suggested answer: A
asked 23/09/2024
Rannie Dayapan
42 questions

Question 165

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Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)

Special handing notes
Special handing notes
Lookup and verify
Lookup and verify
Related search
Related search
Agent assist
Agent assist
Suggested answer: B, D
asked 23/09/2024
Dominique Dusabe
42 questions

Question 166

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To which recipient types can targeted communications (publications) be sent? (Choose two.)

Outsourced Service Providers
Outsourced Service Providers
Contacts
Contacts
Internal users
Internal users
Households
Households
Suggested answer: B, C
asked 23/09/2024
Dilip Kumar
37 questions

Question 167

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What does viewing a customer's install base enable customer service agents to do? (Choose two.)

See the detailed configurations of the products and services deployed for a customer to determine me action needed
See the detailed configurations of the products and services deployed for a customer to determine me action needed
Monitor alerts for operational services and configuration items that affect service health
Monitor alerts for operational services and configuration items that affect service health
Trace information provided m a case to the right product or service to which it relates
Trace information provided m a case to the right product or service to which it relates
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
Suggested answer: A, C
asked 23/09/2024
Ricardo Andres
30 questions

Question 168

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What are the advantages of leading indicators over lagging indicators? (Choose two.)

Hard to influence
Hard to influence
Prospective
Prospective
Retrospective
Retrospective
Easy to influence
Easy to influence
Suggested answer: B, D
asked 23/09/2024
Zakaria Boujli
28 questions

Question 169

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The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?

As email is being used fewer agents would be required to create cases so service costs would go down
As email is being used fewer agents would be required to create cases so service costs would go down
It is easier to report on data in emails which means managers would be better placed to track performance
It is easier to report on data in emails which means managers would be better placed to track performance
It can lead to taster resolution of customer issues and faster response to customer inquiries
It can lead to taster resolution of customer issues and faster response to customer inquiries
It would guarantee less wait time for customers who chose to call the customer service center
It would guarantee less wait time for customers who chose to call the customer service center
Suggested answer: C
asked 23/09/2024
Antonios Petropoulos
32 questions

Question 170

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What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

Publish Workaround
Publish Workaround
Document a Known error
Document a Known error
Complete Investigation
Complete Investigation
Complete RCA
Complete RCA
Document Five Whys
Document Five Whys
Suggested answer: A
asked 23/09/2024
VIVEKANANDAN BALARAMAN
37 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?
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?
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