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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 23

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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 221

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Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

A.
A guaranteed reduction in call volume per month
A.
A guaranteed reduction in call volume per month
Answers
B.
Eliminate the need for more traditional performance analytics
B.
Eliminate the need for more traditional performance analytics
Answers
C.
Auto-generate clusters of cases that point to similar underlying issues
C.
Auto-generate clusters of cases that point to similar underlying issues
Answers
D.
Create root cause solutions for similar cases
D.
Create root cause solutions for similar cases
Answers
Suggested answer: C

Explanation:

https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/156

Question 222

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User criteria records may be applied to which knowledge items?

A.
Knowledge Base
A.
Knowledge Base
Answers
B.
Knowledge Base and Category
B.
Knowledge Base and Category
Answers
C.
Knowledge Base and Article
C.
Knowledge Base and Article
Answers
D.
Knowledge Base, Category and Article
D.
Knowledge Base, Category and Article
Answers
Suggested answer: C

Explanation:

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/knowledge-management/task/t_SelectUserCriteria.html

Question 223

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Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?

A.
External (snc_external)
A.
External (snc_external)
Answers
B.
Account Contact (sn_cusiometservice.accouni_contactf
B.
Account Contact (sn_cusiometservice.accouni_contactf
Answers
C.
Cusiomer(sn_customerservice.customer)
C.
Cusiomer(sn_customerservice.customer)
Answers
D.
Case Creator (sn_customer service, case creator)
D.
Case Creator (sn_customer service, case creator)
Answers
Suggested answer: A

Explanation:

https://vceguide.com/which-role-must-b2b-and-b2c-customers-obtain-at-a-minimum-to-access-to-a-servicenow-instance/

Question 224

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Which roles are considered external?

Choose 2 answers

A.
Partner Admin (sn_customerservice. partner_admin)
A.
Partner Admin (sn_customerservice. partner_admin)
Answers
B.
Customer Admin (sn_cuslomerservlce.customet_admin)
B.
Customer Admin (sn_cuslomerservlce.customet_admin)
Answers
C.
Customer Service Agent (sn_customerservice_agent)
C.
Customer Service Agent (sn_customerservice_agent)
Answers
D.
Consumer Support Agent (sn_customerservice.consumer_agent)
D.
Consumer Support Agent (sn_customerservice.consumer_agent)
Answers
Suggested answer: A, B

Question 225

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What are available matching criteria for case assignment in Customer Service Management?

Choose 3 answers

A.
Assigned Cases
A.
Assigned Cases
Answers
B.
Distance
B.
Distance
Answers
C.
Partner Hours
C.
Partner Hours
Answers
D.
Certifications
D.
Certifications
Answers
E.
Matching Skills
E.
Matching Skills
Answers
F.
Availability Today
F.
Availability Today
Answers
Suggested answer: A, E, F

Explanation:

https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-criteria.html

Question 226

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Which feature enables employees to request support for themselves and for external customers?

A.
Account Management
A.
Account Management
Answers
B.
Responsibility Definitions
B.
Responsibility Definitions
Answers
C.
Contributor Users
C.
Contributor Users
Answers
D.
Business Locations
D.
Business Locations
Answers
Suggested answer: C

Question 227

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In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

A.
Routes the chat towards another group
A.
Routes the chat towards another group
Answers
B.
Uses response templates to Insert as text in a conversation
B.
Uses response templates to Insert as text in a conversation
Answers
C.
Rolls up the current chat history towards an existing case
C.
Rolls up the current chat history towards an existing case
Answers
D.
Rejects an incoming chat and moves it automatically to the general queue
D.
Rejects an incoming chat and moves it automatically to the general queue
Answers
Suggested answer: B

Question 228

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Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

A.
The create contact (consumer) feature is available in all CSM Workspaces
A.
The create contact (consumer) feature is available in all CSM Workspaces
Answers
B.
The create contact (consumer) feature is not available in any of the CSM Workspaces
B.
The create contact (consumer) feature is not available in any of the CSM Workspaces
Answers
C.
The create contact (consumer) feature is only available in the CSM Configurable Workspace
C.
The create contact (consumer) feature is only available in the CSM Configurable Workspace
Answers
D.
The create contact (consumer) feature is only available in the Agent Workspace
D.
The create contact (consumer) feature is only available in the Agent Workspace
Answers
Suggested answer: C

Question 229

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What will be the state of a case after a customer rejects the solution proposed by an agent?

A.
In Progress
A.
In Progress
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B.
Open
B.
Open
Answers
C.
New
C.
New
Answers
D.
Solution Rejected
D.
Solution Rejected
Answers
Suggested answer: B

Question 230

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What are the recommended good practices when running implementation workshops?

Choose 3 answers

A.
Guide the customer toward industry best practices
A.
Guide the customer toward industry best practices
Answers
B.
Enforce customers to adapt their processes towards the baseline processes
B.
Enforce customers to adapt their processes towards the baseline processes
Answers
C.
Give the customers the data they need so they can make an informed decision
C.
Give the customers the data they need so they can make an informed decision
Answers
D.
Any financial implication of a decision should be handled by the delivery and sales team
D.
Any financial implication of a decision should be handled by the delivery and sales team
Answers
E.
Engage with customers to gain deep understanding of their organization
E.
Engage with customers to gain deep understanding of their organization
Answers
Suggested answer: A, C, E
Total 239 questions
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