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

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

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?

A.
Account
A.
Account
Answers
B.
Not supported
B.
Not supported
Answers
C.
Consumer
C.
Consumer
Answers
D.
Social Profile
D.
Social Profile
Answers
E.
Personnel File
E.
Personnel File
Answers
Suggested answer: D

Question 52

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

A.
Facebook
A.
Facebook
Answers
B.
Twitter
B.
Twitter
Answers
C.
LinkedIn
C.
LinkedIn
Answers
D.
All of the above
D.
All of the above
Answers
E.
None of the above
E.
None of the above
Answers
Suggested answer: C

Question 53

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

A.
Selecting all the groups
A.
Selecting all the groups
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B.
Selecting none of the groups
B.
Selecting none of the groups
Answers
C.
Missing configuration
C.
Missing configuration
Answers
D.
Misconfigured
D.
Misconfigured
Answers
Suggested answer: A

Question 54

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

A.
One
A.
One
Answers
B.
Unlimited
B.
Unlimited
Answers
C.
Two
C.
Two
Answers
D.
One per business service
D.
One per business service
Answers
Suggested answer: A

Explanation:

id=community_question&sys_id=8c8a948f1bc3cc50ada243f6fe4bcba4

Question 55

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

A.
Timed Audits
A.
Timed Audits
Answers
B.
Service Entitlements
B.
Service Entitlements
Answers
C.
Demand Management
C.
Demand Management
Answers
D.
Service Prospecting
D.
Service Prospecting
Answers
E.
Real-time SLAs
E.
Real-time SLAs
Answers
F.
Service Contracts
F.
Service Contracts
Answers
G.
Skills-based routing
G.
Skills-based routing
Answers
Suggested answer: B, C, E, G

Question 56

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

A.
Admin
A.
Admin
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B.
Registered
B.
Registered
Answers
C.
Public
C.
Public
Answers
D.
Custom
D.
Custom
Answers
E.
Moderator
E.
Moderator
Answers
Suggested answer: B, C, E

Explanation:

customer-communities/concept/communities-permissions.html

Question 57

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

A.
It is available to any customer with a Community license
A.
It is available to any customer with a Community license
Answers
B.
It is available by default with the Support and Service portals
B.
It is available by default with the Support and Service portals
Answers
C.
It is only available to CSM license holders
C.
It is only available to CSM license holders
Answers
D.
Most of the configuration does not require System Administrator role
D.
Most of the configuration does not require System Administrator role
Answers
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(

Question 58

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

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

Explanation:

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

Question 59

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The available case types are: (Choose two.)

A.
Product Support
A.
Product Support
Answers
B.
Order
B.
Order
Answers
C.
Product
C.
Product
Answers
D.
Support
D.
Support
Answers
Suggested answer: B, C

Explanation:

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

Question 60

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

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

Explanation:

customer-service-management/reference/r_CustomerServiceCaseForm.html

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