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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
49 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
35 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
42 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
37 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
34 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
44 questions

Question 47

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What is the purpose of a Catalog Item variable?

Allows the customer to ask a question
Allows the customer to ask a question
Provides hint to the user on the field
Provides hint to the user on the field
Opens a chat session with customer support
Opens a chat session with customer support
Allows the customer or consumer to qualify their answer
Allows the customer or consumer to qualify their answer
Suggested answer: D
asked 23/09/2024
Derrick Roberson
35 questions

Question 48

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

Publishing the workflow
Publishing the workflow
Defining workflow activities
Defining workflow activities
Approving the workflow
Approving the workflow
Managing workflow versions
Managing workflow versions
Suggested answer: D
asked 23/09/2024
marubini mushayathoni
25 questions

Question 49

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What module is used to create Case Record Producers?

Case Record Producers
Case Record Producers
Edit Records
Edit Records
Record Producers
Record Producers
Maintain Records
Maintain Records
Suggested answer: C
asked 23/09/2024
David Clark
39 questions

Question 50

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

Task Activities
Task Activities
Skills Management
Skills Management
Openframe
Openframe
Communities
Communities
Suggested answer: D
asked 23/09/2024
jonathan siu
41 questions
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