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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 7

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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 61

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In the Customer Service Management space, what does the term asset management mean?

A.
Financial, contractual and inventory information of assets
A.
Financial, contractual and inventory information of assets
Answers
B.
A set of business activities and processes used to track assets
B.
A set of business activities and processes used to track assets
Answers
C.
Tables in the Asset application
C.
Tables in the Asset application
Answers
D.
Tracking products or services customers are using
D.
Tracking products or services customers are using
Answers
Suggested answer: A

Question 62

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Which of the following roles cannot update a consumer's record?

A.
sn_customerservice_agent
A.
sn_customerservice_agent
Answers
B.
sn_customerservice_manager
B.
sn_customerservice_manager
Answers
C.
sn_customerservice.consumer_agent
C.
sn_customerservice.consumer_agent
Answers
D.
admin
D.
admin
Answers
Suggested answer: A

Explanation:

customer-service-management/task/create-a-consumer-record.html

Question 63

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Major Issue Management uses which one of the following capabilities?

A.
Governance Risk and Control
A.
Governance Risk and Control
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B.
Targeted Communications
B.
Targeted Communications
Answers
C.
Asset management
C.
Asset management
Answers
D.
Record producers
D.
Record producers
Answers
Suggested answer: B

Explanation:

customer-service-management/concept/major-issue-management.html

Question 64

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What is required to synchronize fields from a parent to a child case(s)?

A.
The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
A.
The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
Answers
B.
Major Issue Management needs to be installed and certain properties enabled
B.
Major Issue Management needs to be installed and certain properties enabled
Answers
C.
No action required, this is a standard Customer Service Management feature
C.
No action required, this is a standard Customer Service Management feature
Answers
D.
The role of sn_customerservice.customer_case_manager must be assigned
D.
The role of sn_customerservice.customer_case_manager must be assigned
Answers
Suggested answer: B

Explanation:

customer-service-management/task/config-major-case-synchronization.html

Question 65

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HOTSPOT

Match the definitions for roles relationships.


Question 65
Correct answer: Question 65

Question 66

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Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

A.
Manage requests
A.
Manage requests
Answers
B.
Execute assigned tasks
B.
Execute assigned tasks
Answers
C.
Close work orders
C.
Close work orders
Answers
D.
Manage cases
D.
Manage cases
Answers
E.
Manage assets
E.
Manage assets
Answers
Suggested answer: B, C, D

Explanation:

When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.

Question 67

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Information in the Case Field 'Contact' is copied to which Incident Field?

A.
Contact
A.
Contact
Answers
B.
User
B.
User
Answers
C.
Customer
C.
Customer
Answers
D.
Caller
D.
Caller
Answers
Suggested answer: D

Explanation:

customer-service-management/reference/csm-integration-sm-incident.html

Question 68

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How many active OpenFrame configurations can you have on an instance?

A.
2
A.
2
Answers
B.
Unlimited
B.
Unlimited
Answers
C.
1
C.
1
Answers
D.
3
D.
3
Answers
Suggested answer: B

Explanation:

customer-service-management/task/t_CreateAnOpenFrameConfiguration.html

Question 69

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What are common types of application record data that are imported during a CSM data migration? (Choose two.)

A.
Knowledge Article
A.
Knowledge Article
Answers
B.
Accounts
B.
Accounts
Answers
C.
Chat
C.
Chat
Answers
D.
Case
D.
Case
Answers
Suggested answer: A, B

Question 70

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Which are the key self-service functions of the Customer Support Portal? (Choose three.)

A.
Community
A.
Community
Answers
B.
Knowledge Base
B.
Knowledge Base
Answers
C.
Open An Incident
C.
Open An Incident
Answers
D.
Service Catalog
D.
Service Catalog
Answers
Suggested answer: A, B, D

Explanation:

playbook/self-service-improvement.pdf

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