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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 21

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List of questions

Question 201

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When are any changes to the platform considered a customization?

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Question 202

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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.)

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Question 203

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What does NLU stand for?

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Question 204

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Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?

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Question 205

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Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?

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Question 206

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Which roles are considered external? (Choose two.)

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Question 207

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What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?

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Question 208

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Which of the following options can a survey administrator define on an individual survey? (Choose two.)

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Question 209

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Which type of catalog item may be found in a Service Catalog?

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Question 210

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Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)

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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.)
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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?