ExamGecko
Search Search Login
Home Home / ServiceNow / CIS-CSM

ServiceNow CIS-CSM Practice Test - Questions Answers, Page 5

Question list
Search
Search
Open VPLUS File
Convert VPLUS to PDF

Related questions

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 :
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?
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?

Question 41

Report
Export
Collapse

Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

A.
Entering question in portal only
A.
Entering question in portal only
Answers
B.
Record Producer only
B.
Record Producer only
Answers
C.
Both portal question entry and Record Producer
C.
Both portal question entry and Record Producer
Answers
D.
None of the above
D.
None of the above
Answers
Suggested answer: C

Question 42

Report
Export
Collapse

Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?

(Choose two.)

A.
Imported external articles appear as attachments in ServiceNow
A.
Imported external articles appear as attachments in ServiceNow
Answers
B.
Only applications that allow WebDAV connections can be integrated
B.
Only applications that allow WebDAV connections can be integrated
Answers
C.
The imported article will have the same category it had in the source knowledge base
C.
The imported article will have the same category it had in the source knowledge base
Answers
D.
SharePoint blocks this integration
D.
SharePoint blocks this integration
Answers
Suggested answer: B, C

Question 43

Report
Export
Collapse

Access to a Knowledge base or Article can be restricted based on a customer's assets and the product models using which of the following? (Choose two.)

A.
Knowledge Product Entitlements
A.
Knowledge Product Entitlements
Answers
B.
Data Policy
B.
Data Policy
Answers
C.
ACL
C.
ACL
Answers
D.
User Criteria
D.
User Criteria
Answers
Suggested answer: A

Question 44

Report
Export
Collapse

What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

A.
Reduces call volume
A.
Reduces call volume
Answers
B.
Makes it easier for Agents to manage case volume
B.
Makes it easier for Agents to manage case volume
Answers
C.
Allows access to Knowledge Articles that are related to products owned by a customer
C.
Allows access to Knowledge Articles that are related to products owned by a customer
Answers
D.
Information about customer's service contract
D.
Information about customer's service contract
Answers
Suggested answer: A, B, C

Question 45

Report
Export
Collapse

What are the characteristics of Knowledge Categories?

A.
Shareable across KBs: Yes ; Multi-Level: No
A.
Shareable across KBs: Yes ; Multi-Level: No
Answers
B.
Shareable across KBs: No ; Multi-Level: Yes
B.
Shareable across KBs: No ; Multi-Level: Yes
Answers
C.
Shareable across KBs: No ; Multi-Level: No
C.
Shareable across KBs: No ; Multi-Level: No
Answers
D.
Shareable across KBs: Yes ; Multi-Level: Yes
D.
Shareable across KBs: Yes ; Multi-Level: Yes
Answers
Suggested answer: B

Question 46

Report
Export
Collapse

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

A.
Manage cases on behalf of customer service agents
A.
Manage cases on behalf of customer service agents
Answers
B.
Create cases on behalf of customers
B.
Create cases on behalf of customers
Answers
C.
Manage requests on behalf of customer service agents
C.
Manage requests on behalf of customer service agents
Answers
D.
Create requests on behalf of customers
D.
Create requests on behalf of customers
Answers
E.
Manage major incident communication on behalf of a customer service manager
E.
Manage major incident communication on behalf of a customer service manager
Answers
Suggested answer: B, D

Explanation:

customer-service-management/concept/employee-create-case-for-customer.html

Question 47

Report
Export
Collapse

What is the purpose of a Catalog Item variable?

A.
Allows the customer to ask a question
A.
Allows the customer to ask a question
Answers
B.
Provides hint to the user on the field
B.
Provides hint to the user on the field
Answers
C.
Opens a chat session with customer support
C.
Opens a chat session with customer support
Answers
D.
Allows the customer or consumer to qualify their answer
D.
Allows the customer or consumer to qualify their answer
Answers
Suggested answer: D

Question 48

Report
Export
Collapse

What one of the following is optional when creating a Catalog workflow?

A.
Publishing the workflow
A.
Publishing the workflow
Answers
B.
Defining workflow activities
B.
Defining workflow activities
Answers
C.
Approving the workflow
C.
Approving the workflow
Answers
D.
Managing workflow versions
D.
Managing workflow versions
Answers
Suggested answer: D

Question 49

Report
Export
Collapse

What module is used to create Case Record Producers?

A.
Case Record Producers
A.
Case Record Producers
Answers
B.
Edit Records
B.
Edit Records
Answers
C.
Record Producers
C.
Record Producers
Answers
D.
Maintain Records
D.
Maintain Records
Answers
Suggested answer: C

Question 50

Report
Export
Collapse

Which one is NOT a dependency for the Customer Service Plugin?

A.
Task Activities
A.
Task Activities
Answers
B.
Skills Management
B.
Skills Management
Answers
C.
Openframe
C.
Openframe
Answers
D.
Communities
D.
Communities
Answers
Suggested answer: D
Total 239 questions
Go to page: of 24
ExamGecko

Copyright @2023 ExamGecko | All right reserved

Mail us: [email protected]
About us
Contact us
Twitter X
Facebook
Medium
Convert VPLUS to PDF
Open VPLUS files Easily and Quickly
Privacy Policy
Disclaimer
Terms