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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 9

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Question 81

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Match the business rule to its function in the Self-Service Portal.

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ServiceNow CIS-CSM image Question 81 70910 09232024003710000000

Answer:

ServiceNow CIS-CSM image Question 81 70910 09232024003710000000

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Question 82

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The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

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Question 83

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Read the use case below to determine if the customer service relationship is B2B or B2C.

Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary's house.

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Question 84

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If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)

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Question 85

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What criteria can be used to determine when a new inbound case should be opened?

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Question 86

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From a service provider's perspective, is the following a product or an asset?

A cable modem model that the service provider sells.

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Question 87

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Partner admin contacts have access to the data of both their partner accounts and customer accounts.

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Question 88

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Which of the following are best practice with regard to data imports? (Choose two.)

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Question 89

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Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

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Question 90

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Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:

Options are :

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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?
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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?