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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 6

List of questions

Question 51

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ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer's Twitter profile details?

Account
Account
Not supported
Not supported
Consumer
Consumer
Social Profile
Social Profile
Personnel File
Personnel File
Suggested answer: D
asked 23/09/2024
Muath Ahmed Saleh AlShuwaer
39 questions

Question 52

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Which social media channels are NOT available out-of-box?

Facebook
Facebook
Twitter
Twitter
LinkedIn
LinkedIn
All of the above
All of the above
None of the above
None of the above
Suggested answer: C
asked 23/09/2024
Guillaume Deterville
46 questions

Question 53

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What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?

Selecting all the groups
Selecting all the groups
Selecting none of the groups
Selecting none of the groups
Missing configuration
Missing configuration
Misconfigured
Misconfigured
Suggested answer: A
asked 23/09/2024
Maritza Van Der Merwe
36 questions

Question 54

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How many outbound email accounts are supported in Customer Service Management?

One
One
Unlimited
Unlimited
Two
Two
One per business service
One per business service
Suggested answer: A

Explanation:

id=community_question&sys_id=8c8a948f1bc3cc50ada243f6fe4bcba4

asked 23/09/2024
haythem BRIGUI
31 questions

Question 55

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What are features of Customer Service Management? (Choose four.)

Timed Audits
Timed Audits
Service Entitlements
Service Entitlements
Demand Management
Demand Management
Service Prospecting
Service Prospecting
Real-time SLAs
Real-time SLAs
Service Contracts
Service Contracts
Skills-based routing
Skills-based routing
Suggested answer: B, C, E, G
asked 23/09/2024
John Kaye
29 questions

Question 56

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What are the Forum User Types? (Choose three.)

Admin
Admin
Registered
Registered
Public
Public
Custom
Custom
Moderator
Moderator
Suggested answer: B, C, E

Explanation:

customer-communities/concept/communities-permissions.html

asked 23/09/2024
Carlos Castro
29 questions

Question 57

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Which of the following are true regarding the Community Portal application? (Choose two.)

It is available to any customer with a Community license
It is available to any customer with a Community license
It is available by default with the Support and Service portals
It is available by default with the Support and Service portals
It is only available to CSM license holders
It is only available to CSM license holders
Most of the configuration does not require System Administrator role
Most of the configuration does not require System Administrator role
Suggested answer: A, C

Explanation:

- Licensed for the Customer Service Management application & licensed for HR Service Delivery, so c. is wrong, which makes a. a logical choice - 'The roles required to define requirements and set up forums include sn_communities.admin or sn_communities.forum_admin.' (d.) Source: - https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-communities/task/activate-communities.html (licensing) - https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-communities/reference/r_setup-communities-admin.html(

asked 23/09/2024
AHOPlvaro Zorrilla
37 questions

Question 58

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If only one user reports a content for moderation, the content will be hidden.

True
True
False
False
Suggested answer: B

Explanation:

customer-communities/task/approve-reject-content.html

asked 23/09/2024
Matteo Picchetti
28 questions

Question 59

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The available case types are: (Choose two.)

Product Support
Product Support
Order
Order
Product
Product
Support
Support
Suggested answer: B, C

Explanation:

customer-service-management/concept/manage-csm-case-types.html

asked 23/09/2024
franz yap
38 questions

Question 60

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What is required to enable the Follow the sun field on the Customer Service Case form?

Nothing, it is a standard field
Nothing, it is a standard field
The value property on the form must be set to true
The value property on the form must be set to true
The plugin 'com.snc.csm_time_recording' needs to be activated
The plugin 'com.snc.csm_time_recording' needs to be activated
The value property on the form must be set to true and the field added to the case form
The value property on the form must be set to true and the field added to the case form
Suggested answer: D

Explanation:

customer-service-management/reference/r_CustomerServiceCaseForm.html

asked 23/09/2024
Jessy Kevin NGANE OBAME
32 questions
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