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

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Question 41

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

Entering question in portal only
Entering question in portal only
Record Producer only
Record Producer only
Both portal question entry and Record Producer
Both portal question entry and Record Producer
None of the above
None of the above
Suggested answer: C
asked 23/09/2024
Maria Janice Lecias
56 questions

Question 42

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

(Choose two.)

Imported external articles appear as attachments in ServiceNow
Imported external articles appear as attachments in ServiceNow
Only applications that allow WebDAV connections can be integrated
Only applications that allow WebDAV connections can be integrated
The imported article will have the same category it had in the source knowledge base
The imported article will have the same category it had in the source knowledge base
SharePoint blocks this integration
SharePoint blocks this integration
Suggested answer: B, C
asked 23/09/2024
Alvaro Campos
43 questions

Question 43

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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.)

Knowledge Product Entitlements
Knowledge Product Entitlements
Data Policy
Data Policy
ACL
ACL
User Criteria
User Criteria
Suggested answer: A
asked 23/09/2024
eddie alvarez
49 questions

Question 44

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

Reduces call volume
Reduces call volume
Makes it easier for Agents to manage case volume
Makes it easier for Agents to manage case volume
Allows access to Knowledge Articles that are related to products owned by a customer
Allows access to Knowledge Articles that are related to products owned by a customer
Information about customer's service contract
Information about customer's service contract
Suggested answer: A, B, C
asked 23/09/2024
steven Hughes
42 questions

Question 45

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What are the characteristics of Knowledge Categories?

Shareable across KBs: Yes ; Multi-Level: No
Shareable across KBs: Yes ; Multi-Level: No
Shareable across KBs: No ; Multi-Level: Yes
Shareable across KBs: No ; Multi-Level: Yes
Shareable across KBs: No ; Multi-Level: No
Shareable across KBs: No ; Multi-Level: No
Shareable across KBs: Yes ; Multi-Level: Yes
Shareable across KBs: Yes ; Multi-Level: Yes
Suggested answer: B
asked 23/09/2024
Peter Jennings
41 questions

Question 46

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

Manage cases on behalf of customer service agents
Manage cases on behalf of customer service agents
Create cases on behalf of customers
Create cases on behalf of customers
Manage requests on behalf of customer service agents
Manage requests on behalf of customer service agents
Create requests on behalf of customers
Create requests on behalf of customers
Manage major incident communication on behalf of a customer service manager
Manage major incident communication on behalf of a customer service manager
Suggested answer: B, D
Explanation:

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

asked 23/09/2024
Andres Romo
50 questions

Question 47

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What is the purpose of a Catalog Item variable?

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Question 48

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

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Question 49

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What module is used to create Case Record Producers?

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Question 50

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

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Total 239 questions
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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?