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CIS-Customer Service Management Dumps CIS-CSM Exam for Full Questions - Exam Study Guide
NEW QUESTION 22
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. Domain
- B. VIP
- C. Holiday
- D. Contact
Answer: C
NEW QUESTION 23
What should be emphasized when designing solutions? (Choose three.)
- A. Focus Out-of-the-box functionality
- B. Design for Scalability
- C. Mobile friendly functionality
- D. Minimize customizations
Answer: A,B,C
NEW QUESTION 24
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Create cases on behalf of customers
- B. Manage major incident communication on behalf of a customer service manager
- C. Manage cases on behalf of customer service agents
- D. Create requests on behalf of customers
- E. Manage requests on behalf of customer service agents
Answer: A,D
NEW QUESTION 25
What should be part of the pre-engagement collateral?
- A. Stock Keeping Unit (SKU) and pricing sheet
- B. Customer Service roles template
- C. Scoping Guide
- D. Frequently Asked Questions (FAQ)
Answer: C
NEW QUESTION 26
In the Customer Service Management space, what does the term asset management mean?
- A. Financial, contractual and inventory information of assets
- B. Tables in the Asset application
- C. A set of business activities and processes used to track assets
- D. Tracking products or services customers are using
Answer: A
NEW QUESTION 27
What one of the following is optional when creating a Catalog workflow?
- A. Managing workflow versions
- B. Publishing the workflow
- C. Defining workflow activities
- D. Approving the workflow
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflow- administration/task/t_CrtWkflwNewSvcCtlgItm.html
NEW QUESTION 28
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
- A. sn_shn.note_preferences
- B. sn_shn.max_num_alerts
- C. sn_shn.popup_width
Answer: C
NEW QUESTION 29
What do blue circles in the timeline of a case form represent?
- A. Activity
- B. Note
- C. Comment
- D. State
Answer: D
Explanation:
Explanation
NEW QUESTION 30
Which one is NOT a dependency for the Customer Service Plugin?
- A. Task Activities
- B. Openframe
- C. Skills Management
- D. Communities
Answer: D
NEW QUESTION 31
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
- A. No
- B. Yes
- C. I don't know
- D. Maybe
Answer: B
NEW QUESTION 32
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
- A. True
- B. False
Answer: A
NEW QUESTION 33
The available case types are: (Choose two.)
- A. Support
- B. Product
- C. Order
- D. Product Support
Answer: A,C
NEW QUESTION 34
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. True
- B. False
Answer: A
NEW QUESTION 35
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Create cases on behalf of customers
- B. Manage major incident communication on behalf of a customer service manager
- C. Manage cases on behalf of customer service agents
- D. Create requests on behalf of customers
- E. Manage requests on behalf of customer service agents
Answer: A,D
Explanation:
Explanation
NEW QUESTION 36
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 37
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Record Producer only
- B. Both portal question entry and Record Producer
- C. None of the above
- D. Entering question in portal only
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/ contextual-search/concept/c_DefineContextualSearch.html
NEW QUESTION 38
What are the characteristics of Knowledge Categories?
- A. Shareable across KBs: Yes ; Multi-Level: No
- B. Shareable across KBs: Yes ; Multi-Level: Yes
- C. Shareable across KBs: No ; Multi-Level: No
- D. Shareable across KBs: No ; Multi-Level: Yes
Answer: D
NEW QUESTION 39
Information about a customer's service contract is found in Knowledge.
- A. False
- B. True
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION 40
What one of the following is optional when creating a Catalog workflow?
- A. Managing workflow versions
- B. Publishing the workflow
- C. Defining workflow activities
- D. Approving the workflow
Answer: A
Explanation:
Explanation
NEW QUESTION 41
Articles can provide the following: (Choose three.)
- A. Document current and known issues
- B. Provide answers and responses to common issues or questions
- C. Information about customer's service contract
- D. Share product information
Answer: A,B,D
Explanation:
Explanation
NEW QUESTION 42
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice_agent
- B. sn_customerservice.consumer_agent
- C. sn_customerservice_manager
- D. admin
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/create-a-consumer-record.html
NEW QUESTION 43
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Open An Incident
- B. Community
- C. Knowledge Base
- D. Service Catalog
Answer: B,C,D
NEW QUESTION 44
What are features of Customer Service Management? (Choose four.)
- A. Service Contracts
- B. Demand Management
- C. Timed Audits
- D. Real-time SLAs
- E. Service Prospecting
- F. Service Entitlements
- G. Skills-based routing
Answer: B,D,F,G
NEW QUESTION 45
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