ExamGecko
Login
Home / ServiceNow / CIS-CSM / List of questions
Ask Question

ServiceNow CIS-CSM Practice Test - Questions Answers, Page 3

List of questions

Question 21

Report
Export
Collapse

What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?

Web
Web
Catalog
Catalog
Portal
Portal
Virtual Agent
Virtual Agent
Suggested answer: A
asked 23/09/2024
Floran Pikaar
29 questions

Question 22

Report
Export
Collapse

When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

Order
Order
Contract
Contract
FAQ
FAQ
Monitoring
Monitoring
Request
Request
Billing
Billing
Suggested answer: A
asked 23/09/2024
Chan Park
36 questions

Question 23

Report
Export
Collapse

What's the purpose of the Deactivate Special Handling Notes Scheduled Job?

Runs at the end of the month and deactivates all Special Handling notes more than 30 days old
Runs at the end of the month and deactivates all Special Handling notes more than 30 days old
Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week
Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week
Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated
Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated
Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates
Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates
Suggested answer: D
asked 23/09/2024
James Scott
42 questions

Question 24

Report
Export
Collapse

What does the Agent Whisper function do?

Lets agents and chat supervisors have a conversation without the requester knowing
Lets agents and chat supervisors have a conversation without the requester knowing
Lets the chat supervisors have a conversation with the requester without the agent knowing
Lets the chat supervisors have a conversation with the requester without the agent knowing
Lets agents have chat conversations with other agents without the requester knowing
Lets agents have chat conversations with other agents without the requester knowing
Lets agents and requesters have a conversation without the chat supervisor knowing
Lets agents and requesters have a conversation without the chat supervisor knowing
Suggested answer: A
asked 23/09/2024
jaimie lloyd
44 questions

Question 25

Report
Export
Collapse

Agents and managers cannot create knowledge articles from Community questions.

True
True
False
False
Suggested answer: B

Explanation:

The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.

asked 23/09/2024
Ramzi Smair
36 questions

Question 26

Report
Export
Collapse

Information about a customer's service contract is found in Knowledge.

False
False
True
True
Suggested answer: A

Explanation:

customer-service-management/concept/c_ContractsAndEntitlements.html

asked 23/09/2024
Yan Nguyen
32 questions

Question 27

Report
Export
Collapse

From what places in SN can an agent create a case? (Choose three.)

Customer Service Application
Customer Service Application
Contact
Contact
Account
Account
Chat
Chat
Suggested answer: A, C, D

Explanation:

customer-service-management/reference/r_CustomerServiceCaseForm.htmlc

asked 23/09/2024
Brian Bell
40 questions

Question 28

Report
Export
Collapse

What are the conditions that matching rules are based on? (Choose two.)

Agent resources best suited to work on a case
Agent resources best suited to work on a case
Specific routing rules
Specific routing rules
Filters set up in advanced work assignment
Filters set up in advanced work assignment
Specific case attributes
Specific case attributes
Suggested answer: A, D

Explanation:

customer-service-management/concept/c_CaseRouting.html

asked 23/09/2024
Oliver Buss
29 questions

Question 29

Report
Export
Collapse

Matching rules enhance assignment capability by ____________________.

Matching best agent by availability
Matching best agent by availability
Providing dynamic matching of cases to groups or individuals
Providing dynamic matching of cases to groups or individuals
Determining if account is a customer or partner
Determining if account is a customer or partner
Matching best agent by skill
Matching best agent by skill
Suggested answer: D

Explanation:

customer-service-management/concept/c_CaseRouting.html

asked 23/09/2024
Harri Jaakkonen
46 questions

Question 30

Report
Export
Collapse

Special Handling Notes can apply to which one of the following based on specific attributes?

Domain
Domain
Contact
Contact
Holiday
Holiday
VIP
VIP
Suggested answer: B

Explanation:

https://killexams.com/demo-download/Servicenow-CIS-CSM

asked 23/09/2024
Duncan Brundseaux
41 questions
Total 239 questions
Go to page: of 24
Open VPLUS File
Convert VPLUS to PDF

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.)
Articles can provide the following: (Choose three.)
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?