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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?

New > Work in Progress > On Hold > Work in Progress > Resolved > Closed
New > Work in Progress > On Hold > Work in Progress > Resolved > Closed
Open > Pending > Work in Progress > Resolved > Closed
Open > Pending > Work in Progress > Resolved > Closed
New > Open > Work in Progress > Solution Proposed > Closed
New > Open > Work in Progress > Solution Proposed > Closed
New > Open > Awaiting Info > Open > Resolved > Closed
New > Open > Awaiting Info > Open > Resolved > Closed
Suggested answer: D

Explanation:

https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseStates.html

asked 23/09/2024
Rahul Chugh
38 questions

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

Choose the NLU service provider
Choose the NLU service provider
In the NLU Settings configure the Entity confidence threshold
In the NLU Settings configure the Entity confidence threshold
Enable NLU in Virtual Agent
Enable NLU in Virtual Agent
In the NLU Settings configure the Intent confidence threshold
In the NLU Settings configure the Intent confidence threshold
Suggested answer: A, C
asked 23/09/2024
Ryan Shannon
37 questions

Question 73

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

CSM uses the Product table instead of the ITSM Asset table
CSM uses the Product table instead of the ITSM Asset table
Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM
Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM
ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields
ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields
CSM uses the Product Model table instead of the ITSM Asset table
CSM uses the Product Model table instead of the ITSM Asset table
Suggested answer: C
asked 23/09/2024
Trevore Agee
25 questions

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?

Catalog item
Catalog item
Service Catalog Request
Service Catalog Request
Request Item
Request Item
Record Producer
Record Producer
Suggested answer: D

Explanation:

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/service-catalog-management/concept/c_RecordProducer.html

asked 23/09/2024
Pay Ametovski
38 questions

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?

CSM Query Rules
CSM Query Rules
Data Policies
Data Policies
Access Types
Access Types
Filtered Lists
Filtered Lists
Suggested answer: A
asked 23/09/2024
ajay jaiswal
37 questions

Question 76

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

Include them in the list of service catalogs on the Customer Service Portal record
Include them in the list of service catalogs on the Customer Service Portal record
Add them to the list of service catalogs in the Customer Service Portal header widget options
Add them to the list of service catalogs in the Customer Service Portal header widget options
Create user criteria for each of the applicable service catalogs
Create user criteria for each of the applicable service catalogs
Only the Customer Service service catalog can be used on the Customer Service Portal
Only the Customer Service service catalog can be used on the Customer Service Portal
Suggested answer: A
asked 23/09/2024
ali ghoubali
35 questions

Question 77

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

Enables managers lo discreetly monitor chats between agents and customers
Enables managers lo discreetly monitor chats between agents and customers
Enables agents to access response templates to help them resolve cases faster and more efficiently
Enables agents to access response templates to help them resolve cases faster and more efficiently
To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution
To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution
Enables agents to keep information regarding details of the case visible at all times
Enables agents to keep information regarding details of the case visible at all times
Suggested answer: C

Explanation:

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/conversational-interfaces/concept/exploring-sidebar.html

asked 23/09/2024
Renats Fasulins
37 questions

Question 78

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

Contacts
Contacts
Web
Web
Chat
Chat
Article
Article
Suggested answer: B, C

Explanation:

customer-service-management/concept/configure-csm-omni-channel.html

asked 23/09/2024
Ivan Ivanov
31 questions

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?

Open an incident
Open an incident
Viewing knowledge articles
Viewing knowledge articles
Live chat
Live chat
Consumer self-registration
Consumer self-registration
Suggested answer: D

Explanation:

Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html

asked 23/09/2024
Keletso Rafedile
34 questions

Question 80

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

(Choose two.)

Web
Web
Social
Social
Chat
Chat
Email
Email
Suggested answer: C, D

Explanation:

customer-service-management/concept/c_CustomerPortalOverview.html

asked 23/09/2024
Tomislav Bodrozic
37 questions
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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?