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

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Which social media channels are NOT available out-of-box?
What do blue circles in the timeline of a case form represent?
Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow's and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
In the 'Action Status' column on a case list what could a red indicator dot mean? (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 :
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?
How many outbound email accounts are supported in Customer Service Management?
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
What should be part of the pre-engagement collateral?

Question 181

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

A.
CSM teams can move at their desired pace, independent of IT
A.
CSM teams can move at their desired pace, independent of IT
Answers
B.
Provides CSM teams autonomy and control
B.
Provides CSM teams autonomy and control
Answers
C.
CSM application data and business logic is protected from changes by other applications
C.
CSM application data and business logic is protected from changes by other applications
Answers
D.
Account records can be changed only while in the CSM scope
D.
Account records can be changed only while in the CSM scope
Answers
E.
Changes in different scopes can be addressed in a single update set
E.
Changes in different scopes can be addressed in a single update set
Answers
Suggested answer: A, B, C

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?

A.
A step-by-step methodology for creating and solving different case types
A.
A step-by-step methodology for creating and solving different case types
Answers
B.
A detailed check list for customer service teams
B.
A detailed check list for customer service teams
Answers
C.
A multi-step process consisting of a series of questions answers, and guidance
C.
A multi-step process consisting of a series of questions answers, and guidance
Answers
D.
A set of steps used to define a complex process
D.
A set of steps used to define a complex process
Answers
Suggested answer: C

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.)

A.
Can Read user criteria
A.
Can Read user criteria
Answers
B.
Whitelist all other groups from the Knowledge Base
B.
Whitelist all other groups from the Knowledge Base
Answers
C.
Hide the Knowledge Base from the Knowledge Base Portal
C.
Hide the Knowledge Base from the Knowledge Base Portal
Answers
D.
Cannot Contribute user criteria
D.
Cannot Contribute user criteria
Answers
Suggested answer: A, D

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.)

A.
Cases
A.
Cases
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B.
Related parties
B.
Related parties
Answers
C.
Assets
C.
Assets
Answers
D.
Social profiles
D.
Social profiles
Answers
E.
Sold products
E.
Sold products
Answers
Suggested answer: A, C, E

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.)

A.
Assets
A.
Assets
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B.
Publications
B.
Publications
Answers
C.
Products
C.
Products
Answers
D.
Contacts
D.
Contacts
Answers
E.
Contracts
E.
Contracts
Answers
Suggested answer: A, B, C

Question 186

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

A.
Reduced inbound calls from customers
A.
Reduced inbound calls from customers
Answers
B.
Reduction in staff turnover
B.
Reduction in staff turnover
Answers
C.
Major cases can be eliminated as there will be no Impact to customers
C.
Major cases can be eliminated as there will be no Impact to customers
Answers
D.
Reduced Mean Time To Resolve (MTTR)
D.
Reduced Mean Time To Resolve (MTTR)
Answers
E.
Guaranteed increase in customer satisfaction
E.
Guaranteed increase in customer satisfaction
Answers
Suggested answer: A, D

Question 187

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

A.
Account lists
A.
Account lists
Answers
B.
Customer Product lists
B.
Customer Product lists
Answers
C.
Notify lists
C.
Notify lists
Answers
D.
Recipient lists
D.
Recipient lists
Answers
Suggested answer: D

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?

A.
The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner
A.
The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner
Answers
B.
A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle
B.
A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle
Answers
C.
Asset management has different use cases for tracking specific products or services customers are using
C.
Asset management has different use cases for tracking specific products or services customers are using
Answers
D.
It includes all of the data crucial to support customers as efficiently as possible
D.
It includes all of the data crucial to support customers as efficiently as possible
Answers
Suggested answer: C

Question 189

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

A.
Agents are automatically proposed catalog items related to the chosen product on the case form
A.
Agents are automatically proposed catalog items related to the chosen product on the case form
Answers
B.
Consumers can track what products they have purchased via the catalog
B.
Consumers can track what products they have purchased via the catalog
Answers
C.
It provides a contextual service catalog based on the customer's subscribed services
C.
It provides a contextual service catalog based on the customer's subscribed services
Answers
D.
Customer service managers can track the financial cost of customer's subscribed services and the related requests
D.
Customer service managers can track the financial cost of customer's subscribed services and the related requests
Answers
Suggested answer: C

Question 190

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

A.
Create case for product
A.
Create case for product
Answers
B.
Create case for asset
B.
Create case for asset
Answers
C.
Update case from forward email
C.
Update case from forward email
Answers
D.
Create case from email
D.
Create case from email
Answers
E.
Update case using reply
E.
Update case using reply
Answers
Suggested answer: D, E
Total 239 questions
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