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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 22

Question list

List of questions

Question 211

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Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?

Question 212

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Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?

Question 213

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Which knowledge records can be configured with User Criteria?

Question 214

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What are the types of matching criteria for Customer Service? (Choose four.)

Question 215

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What is the most efficient way to get cases to be dosed automatically after a few days?

Question 216

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What is a limitation regarding synchronization between a case and its associated work order?

Question 217

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What is the primary output from the Requirements Gathering workshop?

Question 218

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Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer

Question 219

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Which of the following are benefits that may be gained from using communities? Choose 3 answers

Question 220

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What functionality is required to automatically close resolved cases if customers do not respond within a specified time?

Question 211

Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?

Close Cases in Resolved state

Auto Close Resolved Cases

Resolved to Close State

Move Resolved Cases to Closed

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Question 212

Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?

Question 213

Which knowledge records can be configured with User Criteria?

Knowledge Base

Knowledge Base and Category

Knowledge Base, Category and Article

Knowledge Base and Article

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Question 214

What are the types of matching criteria for Customer Service? (Choose four.)

Matching Skills

Last Assigned

Certifications

Distance

Assigned Cases

Availability Today

Partner Hours

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Question 215

What is the most efficient way to get cases to be dosed automatically after a few days?

Set the property glide.auto.close.cases resolved to true

Create a workflow associated with cases with a timer that changes the state after a few days

Create a Scheduled job that looks at the resolved_at date

Activate the Auto Close Resolved Cases flow

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Question 216

What is a limitation regarding synchronization between a case and its associated work order?

If information changes on the Case form it is not updated on the Work Order form

Updates on a case or work order will only synchronize after the work order is approved

When creating a work order from a case only the Account field on the work order form is filed in but not the Company field

The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized

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Question 217

What is the primary output from the Requirements Gathering workshop?

Schedules

Use Cases

Stories

Personas

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Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?

The major case candidate is closed and a new major case is created

The major case candidate becomes the major case

The major case candidate requires an approval from the major issue manager

A new major case is created and the major case candidate Is added as a child to the major case

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