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

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List of questions

Question 11

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

Options are :

Maybe
Maybe
No
No
Yes
Yes
I don't know
I don't know
Suggested answer: C
asked 23/09/2024
Dawit Abegaz
32 questions

Question 12

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

Options are :

False
False
True
True
Suggested answer: B
asked 23/09/2024
Patrick Evelinton de Souza Borges
42 questions

Question 13

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

Options are :

Partner administrator [sn_customerservice.partner_admin]
Partner administrator [sn_customerservice.partner_admin]
Consumer [sn_customerservice.consumer]
Consumer [sn_customerservice.consumer]
Customer [sn_customerservice.customer]
Customer [sn_customerservice.customer]
Partner [sn_customerservice.partner]
Partner [sn_customerservice.partner]
Customer case manager [sn_customerservice.customer_case_manager]
Customer case manager [sn_customerservice.customer_case_manager]
Customer administrator [sn_customerservice.customer_admin]
Customer administrator [sn_customerservice.customer_admin]
Suggested answer: E
asked 23/09/2024
Ibrahim Isaaq
36 questions

Question 14

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Entitlements specify the level of service provided to customers.

False
False
True
True
Suggested answer: B
asked 23/09/2024
Jeff Sonola
42 questions

Question 15

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

Contact (customer_contact)
Contact (customer_contact)
Consumer User (csm_consumer-user)
Consumer User (csm_consumer-user)
Consumer (csm_consumer)
Consumer (csm_consumer)
CSM User (csm_user)
CSM User (csm_user)
Suggested answer: B, C
asked 23/09/2024
Gofaone Ncube
47 questions

Question 16

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

Customer service agent (sn_customerservice_agent)
Customer service agent (sn_customerservice_agent)
Proxy case creator (sn_customerservice.proxy_case_creator)
Proxy case creator (sn_customerservice.proxy_case_creator)
Partner (sn_customerservice.partner)
Partner (sn_customerservice.partner)
Case Viewer (sn_customerservice.case_viewer)
Case Viewer (sn_customerservice.case_viewer)
Suggested answer: A, B
asked 23/09/2024
Romsat Sertec
39 questions

Question 17

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

Contextual Search
Contextual Search
Agent Assist
Agent Assist
Dynamic Related Records
Dynamic Related Records
Record Information
Record Information
Suggested answer: C
asked 23/09/2024
Fahim Thanawala
51 questions

Question 18

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

After 3 days
After 3 days
After 5 days
After 5 days
After 1 day
After 1 day
After 7 days
After 7 days
Suggested answer: B
asked 23/09/2024
IQBAL SHAIKH
39 questions

Question 19

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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?

Customer Service Manager (sn_customerservice_manager)
Customer Service Manager (sn_customerservice_manager)
System administrator (admin)
System administrator (admin)
Service organization administrator (sn_customerservice.service_organization_admin)
Service organization administrator (sn_customerservice.service_organization_admin)
Customer admin (sn_customerservice.customer_admin)
Customer admin (sn_customerservice.customer_admin)
Suggested answer: B
asked 23/09/2024
Raymond LaFrance
59 questions

Question 20

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

Knowledge and skills required for agents
Knowledge and skills required for agents
Geographical location of customer
Geographical location of customer
Languages spoken by agents
Languages spoken by agents
Number and type of support tools available
Number and type of support tools available
Number of customer service portals used
Number of customer service portals used
Number of agents required
Number of agents required
Suggested answer: A, C, D, F
asked 23/09/2024
Shirish Astagikar
48 questions
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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.)
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