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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 16

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Question 151

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What are Special Handling Notes used for?

Bring important information about individual records to an agent's attention
Bring important information about individual records to an agent's attention
For agents to view articles an attach them to a case
For agents to view articles an attach them to a case
To ensure customers get the service they are entitled to receive
To ensure customers get the service they are entitled to receive
Help agents identify in which time zone a contact is located
Help agents identify in which time zone a contact is located
Suggested answer: A
asked 23/09/2024
francesca parisi
25 questions

Question 152

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A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)

Customer service manager (sn_customerservice_manager)
Customer service manager (sn_customerservice_manager)
System administrator (admin)
System administrator (admin)
Customer administrator (sn_customerservice.customer_admin)
Customer administrator (sn_customerservice.customer_admin)
Partner administrator [sn_customerservice.partner_admon]
Partner administrator [sn_customerservice.partner_admon]
Service organization administrator (sn_customerservice.service_organization_admin)
Service organization administrator (sn_customerservice.service_organization_admin)
Suggested answer: B, C, D
asked 23/09/2024
Paul Walker
41 questions

Question 153

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What is knowledge article versioning?

A content tracker for knowledge articles
A content tracker for knowledge articles
A knowledge article publishing guide
A knowledge article publishing guide
The ability to manage and track article updates
The ability to manage and track article updates
A knowledge article numbering guide
A knowledge article numbering guide
Suggested answer: A
asked 23/09/2024
Frederik Pardon
36 questions

Question 154

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Which of the following are benefits of customer access management? (Choose two.)

It increases security by automatically granting access to cases based on access to sold product.
It increases security by automatically granting access to cases based on access to sold product.
It defaults the responsibility for access management to the customer.
It defaults the responsibility for access management to the customer.
It defaults the responsibility for access management to the customer service agent.
It defaults the responsibility for access management to the customer service agent.
It improves the customer experience by enabling related parties to track and collaborate on cases.
It improves the customer experience by enabling related parties to track and collaborate on cases.
Suggested answer: A, D
asked 23/09/2024
Ibrahim Ramku
51 questions

Question 155

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Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)

Assist customers with questions, issues and problems
Assist customers with questions, issues and problems
Create cases
Create cases
Propose major cases
Propose major cases
View, edit, and work on cases
View, edit, and work on cases
Approve customer contacts
Approve customer contacts
Manage customer entitlements
Manage customer entitlements
Suggested answer: A, B, C, D
asked 23/09/2024
Grzegorz GÅ‚ogowski
32 questions

Question 156

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On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)

Partner admin
Partner admin
Partner contact
Partner contact
Customer admin
Customer admin
Customer contact
Customer contact
Suggested answer: A, C
asked 23/09/2024
Dele Olagoroye
31 questions

Question 157

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When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)
Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)
Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)
Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)
Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)
Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)
Activation of the Customer Service plugin (com.sn_customerservice)
Activation of the Customer Service plugin (com.sn_customerservice)
Suggested answer: B
asked 23/09/2024
Mike Werts
32 questions

Question 158

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Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?

Individuals
Individuals
Partners
Partners
Contacts
Contacts
Accounts
Accounts
Suggested answer: A
asked 23/09/2024
Michael Ulrich
41 questions

Question 159

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What is the benefit of a phased release approach?

Team members schedules are able to synchronize
Team members schedules are able to synchronize
More time to develop stories
More time to develop stories
Working across multiple systems of record
Working across multiple systems of record
Delivery of core functionality quickly
Delivery of core functionality quickly
Suggested answer: D
asked 23/09/2024
Krishna chaithanya
38 questions

Question 160

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Service-aware Install Base consists of which entities? (Choose three.)

Installed Products
Installed Products
Install Base Items
Install Base Items
Assets
Assets
Sold Products
Sold Products
Configuration Items
Configuration Items
Suggested answer: A, B, D
asked 23/09/2024
Andrea Tria
38 questions
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