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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 18

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Question 171

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Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)

Knowledge articles
Knowledge articles
Service catalog
Service catalog
Communities
Communities
Consumer service portal
Consumer service portal
Customer service portal
Customer service portal
Suggested answer: A, B, C
asked 23/09/2024
Andrey Scherbakov
39 questions

Question 172

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When are child cases updated from the parent case?

Clicking on the Child Sync UI
Clicking on the Child Sync UI
Scheduled Job
Scheduled Job
Automatically upon update of parent
Automatically upon update of parent
When the Sync scheduled job runs
When the Sync scheduled job runs
Suggested answer: C
asked 23/09/2024
Thomas Schmitt
42 questions

Question 173

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New case tasks use the following prefix:

CSMTASK prefix
CSMTASK prefix
CASETASK prefix
CASETASK prefix
CSTASK prefix
CSTASK prefix
No specific task prefix just existing TASK prefix
No specific task prefix just existing TASK prefix
Suggested answer: C
asked 23/09/2024
Saphronia Yancey
36 questions

Question 174

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The default configuration automatically closes resolved Cases after how many days?

5 days
5 days
Cases are not automatically closed by default
Cases are not automatically closed by default
3 days
3 days
10 days
10 days
Suggested answer: B
asked 23/09/2024
Jyoti Gupta
40 questions

Question 175

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An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with?

One
One
Two
Two
Three
Three
Multiple
Multiple
Suggested answer: A
asked 23/09/2024
Rafal Piasecki
40 questions

Question 176

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Installing the Customer Service Management plugin activates:

Only one other plugin - Field Service Management Plugin
Only one other plugin - Field Service Management Plugin
No other Plugins
No other Plugins
Only two other plugins - Portal and Case Management
Only two other plugins - Portal and Case Management
Many other plugins at the same time
Many other plugins at the same time
Suggested answer: D
asked 23/09/2024
Alejandro Rodriguez
32 questions

Question 177

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A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)

No escalation approval flow is configured
No escalation approval flow is configured
The parent account of the account to be escalated is not active
The parent account of the account to be escalated is not active
The customer service agent is not assigned with the escalation requester role
The customer service agent is not assigned with the escalation requester role
The account already has an open escalation record
The account already has an open escalation record
Suggested answer: C, D
asked 23/09/2024
Maurice Sterkenburg
35 questions

Question 178

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Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?

Set the Agent Experience
Set the Agent Experience
Define Assignment Rules
Define Assignment Rules
Define Work Item Queues
Define Work Item Queues
Configure Service Channels
Configure Service Channels
Suggested answer: B
asked 23/09/2024
Szymon Strzep
39 questions

Question 179

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How are ServiceNow's out-of-the-box Customer Service Management applications packaged? (Choose two.)

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Question 180

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Entitlements are counted using two types of units:

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Total 239 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?
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?