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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 8

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Question 71

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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?

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Question 72

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When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed?

Choose 2 answers

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Question 73

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Which of the following best describes how the CSM application uses the Asset table?

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Question 74

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What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?

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Question 75

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The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data. What is this feature?

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Question 76

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How can multiple service catalogs be made available on the Customer Service Portal?

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Question 77

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What is the purpose of the sidebar feature in CSM Configurable Workspace?

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Question 78

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Which of the following are channels? (Choose two.)

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Question 79

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Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

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Question 80

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The Customer Support Portal default configuration provides the following channels to interact with customers?

(Choose two.)

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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?