ServiceNow CIS-CSM Practice Test - Questions Answers, Page 2
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Question 11

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
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Question 12

True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
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Question 13

________________ is a role for managing all of the cases in an account and any related child accounts.
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Question 14

Entitlements specify the level of service provided to customers.
Question 15

Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
Question 16

Who can create a customer service case from a community discussion? (Choose two.)
Question 17

Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
Question 18

With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
Question 19

The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?
Question 20

What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
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