CIS-CSM Dumps 2022 - New ServiceNow CIS-CSM Exam Questions
Free CIS-CSM Braindumps Download Updated on Mar 26, 2022 with 65 Questions
NEW QUESTION 33
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Service Catalog
- B. Open An Incident
- C. Community
- D. Knowledge Base
Answer: A,C,D
Explanation:
Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/ playbook/self-service-improvement.pdf
NEW QUESTION 34
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation
Explanation
NEW QUESTION 35
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. True
- B. False
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/london-customer-service-management/page/product/ customer-service-management/task/view-csm-executive-dashboard.html
NEW QUESTION 36
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
- A. Consumer [sn_customerservice.consumer]
- B. Partner [sn_customerservice.partner]
- C. Customer case manager [sn_customerservice.customer_case_manager]
- D. Customer administrator [sn_customerservice.customer_admin]
- E. Customer [sn_customerservice.customer]
- F. Partner administrator [sn_customerservice.partner_admin]
Answer: C
NEW QUESTION 37
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. None of the above
- B. Entering question in portal only
- C. Both portal question entry and Record Producer
- D. Record Producer only
Answer: D
Explanation:
Explanation
NEW QUESTION 38
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. True
- B. False
Answer: A
Explanation:
Explanation
NEW QUESTION 39
How many active OpenFrame configurations can you have on an instance?
- A. 0
- B. 1
- C. Unlimited
- D. 2
Answer: C
NEW QUESTION 40
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Chat
- B. Social
- C. Web
- D. Email
Answer: C,D
NEW QUESTION 41
From what places in SN can an agent create a case? (Choose three.)
- A. Account
- B. Chat
- C. Contact
- D. Customer Service Application
Answer: A,C,D
NEW QUESTION 42
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
- A. Asset
- B. Product
Answer: B
Explanation:
Explanation
NEW QUESTION 43
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A. Assists with technical requirements
- B. Provides answers to technical problems
- C. Acts as intermediary
- D. Project Manager
Answer: A,D
NEW QUESTION 44
Which of the following roles cannot update a consumer's record?
- A. admin
- B. sn_customerservice.consumer_agent
- C. sn_customerservice_agent
- D. sn_customerservice_manager
Answer: C
Explanation:
Explanation
NEW QUESTION 45
What are the Forum User Types? (Choose three.)
- A. Registered
- B. Moderator
- C. Custom
- D. Admin
- E. Public
Answer: A,B,E
Explanation:
Explanation
NEW QUESTION 46
Matching rules enhance assignment capability by ____________________.
- A. Providing dynamic matching of cases to groups or individuals
- B. Matching best agent by availability
- C. Determining if account is a customer or partner
- D. Matching best agent by skill
Answer: B
Explanation:
Explanation
NEW QUESTION 47
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 48
What module is used to create Case Record Producers?
- A. Record Producers
- B. Maintain Records
- C. Edit Records
- D. Case Record Producers
Answer: A
NEW QUESTION 49
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer's Twitter profile details?
- A. Not supported
- B. Consumer
- C. Social Profile
- D. Personnel File
- E. Account
Answer: C
NEW QUESTION 50
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
- A. Manage requests
- B. Close work orders
- C. Execute assigned tasks
- D. Manage assets
- E. Manage cases
Answer: B,C,E
Explanation:
Explanation
Explanation:
When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.
Reference: https://docs.servicenow.com/bundle/madrid-field-service-management/page/product/field- service-management/concept/mobile-experience-fsm.html
NEW QUESTION 51
The available case types are: (Choose two.)
- A. Support
- B. Order
- C. Product
- D. Product Support
Answer: A,B
NEW QUESTION 52
What should be part of the pre-engagement collateral?
- A. Stock Keeping Unit (SKU) and pricing sheet
- B. Customer Service roles template
- C. Frequently Asked Questions (FAQ)
- D. Scoping Guide
Answer: D
NEW QUESTION 53
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. The imported article will have the same category it had in the source knowledge base
- B. Only applications that allow WebDAV connections can be integrated
- C. SharePoint blocks this integration
- D. Imported external articles appear as attachments in ServiceNow
Answer: A,B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/concept/knowledge-external-content-integration.html
NEW QUESTION 54
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ServiceNow CIS-CSM Exam Practice Test Questions: https://www.validvce.com/CIS-CSM-exam-collection.html
Updated Certification Exam CIS-CSM Dumps - Practice Test Questions: https://drive.google.com/open?id=1dzZrqboaYP9SqSqUBCQrOOEQzXvT0-JA
