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

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Question 81

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HOTSPOT

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

Hot Area:

ServiceNow CIS-CSM image Question 81 70910 09232024003710000000

Answer:

ServiceNow CIS-CSM image Question 81 70910 09232024003710000000

ServiceNow CIS-CSM image Question 81 70910 09232024123710000
Correct answer: ServiceNow CIS-CSM image answer Question 81 70910 09232024123710000

Explanation:

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-servicemanagement/reference/r_BRIWCustomerService.html

asked 23/09/2024
Amin Dashti
50 questions

Question 82

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

True
True
False
False
Suggested answer: A
asked 23/09/2024
Andifon Etim
38 questions

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.

B2C
B2C
B2B
B2B
Suggested answer: A
asked 23/09/2024
Yedron Rojas Acosta
49 questions

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.)

Zboot the instance
Zboot the instance
Disable the Case Interceptor
Disable the Case Interceptor
Remove the Demo Data via a HI Request
Remove the Demo Data via a HI Request
Clone back to this instance from a valid instance
Clone back to this instance from a valid instance
Suggested answer: C, D

Explanation:

https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/use-consumer-service-portal.html

asked 23/09/2024
Nisanka Mandara
39 questions

Question 85

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

When a new customer is created
When a new customer is created
When an internal problem occurs
When an internal problem occurs
When a customer has a question or issue to resolve
When a customer has a question or issue to resolve
When we have new marketing material for a customer
When we have new marketing material for a customer
Suggested answer: C
asked 23/09/2024
Eric De La Vega
41 questions

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.

Product
Product
Asset
Asset
Suggested answer: A

Explanation:

customer-service-management/concept/c_ContractsAndEntitlements.html

asked 23/09/2024
Jaime GONCALVES
45 questions

Question 87

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

True
True
False
False
Suggested answer: A

Explanation:

customer-service-management/reference/r_RolesInstalledWithCustomerService.html

asked 23/09/2024
Luca Bombelli
36 questions

Question 88

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

When importing to multiple instances import to each instance separately.
When importing to multiple instances import to each instance separately.
Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.
Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.
Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.
Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.
Images embedded in Knowledge Articles should be uploaded separately
Images embedded in Knowledge Articles should be uploaded separately
Suggested answer: C, D
asked 23/09/2024
Oliver Lüthi
40 questions

Question 89

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

True
True
False
False
Suggested answer: B
asked 23/09/2024
Adam Vce
38 questions

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 :

Escalate the chat to virtual agent
Escalate the chat to virtual agent
Create a record, such as an incident or a case
Create a record, such as an incident or a case
Escalate the chat to another agent
Escalate the chat to another agent
Respond to questions
Respond to questions
Suggested answer: B, C, D
asked 23/09/2024
Julian Mohabir
32 questions
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