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

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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 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 :
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.)
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
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?
What should be part of the pre-engagement collateral?

Question 21

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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?

A.
Web
A.
Web
Answers
B.
Catalog
B.
Catalog
Answers
C.
Portal
C.
Portal
Answers
D.
Virtual Agent
D.
Virtual Agent
Answers
Suggested answer: A

Question 22

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

A.
Order
A.
Order
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B.
Contract
B.
Contract
Answers
C.
FAQ
C.
FAQ
Answers
D.
Monitoring
D.
Monitoring
Answers
E.
Request
E.
Request
Answers
F.
Billing
F.
Billing
Answers
Suggested answer: A

Question 23

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

A.
Runs at the end of the month and deactivates all Special Handling notes more than 30 days old
A.
Runs at the end of the month and deactivates all Special Handling notes more than 30 days old
Answers
B.
Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week
B.
Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week
Answers
C.
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
C.
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
Answers
D.
Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates
D.
Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates
Answers
Suggested answer: D

Question 24

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What does the Agent Whisper function do?

A.
Lets agents and chat supervisors have a conversation without the requester knowing
A.
Lets agents and chat supervisors have a conversation without the requester knowing
Answers
B.
Lets the chat supervisors have a conversation with the requester without the agent knowing
B.
Lets the chat supervisors have a conversation with the requester without the agent knowing
Answers
C.
Lets agents have chat conversations with other agents without the requester knowing
C.
Lets agents have chat conversations with other agents without the requester knowing
Answers
D.
Lets agents and requesters have a conversation without the chat supervisor knowing
D.
Lets agents and requesters have a conversation without the chat supervisor knowing
Answers
Suggested answer: A

Question 25

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Agents and managers cannot create knowledge articles from Community questions.

A.
True
A.
True
Answers
B.
False
B.
False
Answers
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.

Question 26

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

A.
False
A.
False
Answers
B.
True
B.
True
Answers
Suggested answer: A

Explanation:

customer-service-management/concept/c_ContractsAndEntitlements.html

Question 27

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

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

Explanation:

customer-service-management/reference/r_CustomerServiceCaseForm.htmlc

Question 28

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

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

Explanation:

customer-service-management/concept/c_CaseRouting.html

Question 29

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Matching rules enhance assignment capability by ____________________.

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

Explanation:

customer-service-management/concept/c_CaseRouting.html

Question 30

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

A.
Domain
A.
Domain
Answers
B.
Contact
B.
Contact
Answers
C.
Holiday
C.
Holiday
Answers
D.
VIP
D.
VIP
Answers
Suggested answer: B

Explanation:

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

Total 239 questions
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