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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 19

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List of questions

Question 181

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What benefits does scoping an application bring? (Choose three.)

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Question 182

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Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?

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Question 183

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A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)

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Question 184

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What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)

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Question 185

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By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)

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Question 186

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Benefits of Proactive Customer Service Operations include: (Choose two.)

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Question 187

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What does Major issue Management use to identify all other customers impacted by a major case?

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Question 188

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In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?

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Question 189

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What feature does the Product Model and Catalog Items Relationship plugin enable?

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Question 190

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When working with communication channels, what inbound email flows are available by default? (Choose two.)

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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?