The Best Practice Test Preparation for the CIS-CSM Certification Exam
CIS-CSM Exam Dumps, Practice Test Questions BUNDLE PACK
NEW QUESTION 52
If only one user reports a content for moderation, the content will be hidden.
- A. True
- B. False
Answer: B
NEW QUESTION 53
Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)
- A. Agent Affinity
- B. Availability Today
- C. Agent History
- D. Matching Skills
- E. Assigned Cases
Answer: B,D,E
NEW QUESTION 54
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
- A. Order
- B. Billing
- C. Monitoring
- D. Contract
- E. FAQ
- F. Request
Answer: A
NEW QUESTION 55
What one of the following is optional when creating a Catalog workflow?
- A. Publishing the workflow
- B. Defining workflow activities
- C. Managing workflow versions
- D. Approving the workflow
Answer: C
NEW QUESTION 56
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 57
_____________________ 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 :
- A. Customer case manager [sn_customerservice.customer_case_manager]
- B. Agent [sn_customerservice_agent]
- C. Consumer Agent [sn_customerservice.consumer_agent]
- D. Partner [sn_customerservice.partner]
- E. Agent manager [sn_customerservice_manager]
- F. Customer administrator [sn_customerservice.customer_admin]
Answer: C
NEW QUESTION 58
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?
- A. The CMDB tracks all assets as configuration items (CIs)
- B. The contract and entitlements of an asset dictate whether or not it is stored in the CMDB
- C. The CMDB only tracks CIs, assets cannot be CIs
- D. While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
Answer: D
NEW QUESTION 59
Which of the following are best practice with regard to data imports? (Choose two.)
- A. Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.
- B. Images embedded in Knowledge Articles should be uploaded separately
- C. Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.
- D. When importing to multiple instances import to each instance separately.
Answer: B,D
NEW QUESTION 60
Articles can provide the following: (Choose three.)
- A. Provide answers and responses to common issues or questions
- B. Information about customer's service contract
- C. Document current and known issues
- D. Share product information
Answer: A,C,D
Explanation:
Explanation
NEW QUESTION 61
What is the purpose of a Catalog Item variable?
- A. Allows the customer to ask a question
- B. Opens a chat session with customer support
- C. Allows the customer or consumer to qualify their answer
- D. Provides hint to the user on the field
Answer: C
Explanation:
Explanation
NEW QUESTION 62
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. Maybe
- C. I don't know
- D. Yes
Answer: D
NEW QUESTION 63
Information about a customer's service contract is found in Knowledge.
- A. True
- B. False
Answer: B
Explanation:
Reference:
customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION 64
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Social
- B. Email
- C. Web
- D. Chat
Answer: B,C
Explanation:
Explanation
NEW QUESTION 65
What's the purpose of the Deactivate Special Handling Notes Scheduled Job?
- A. Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates
- B. Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week
- C. Runs at the end of the month and deactivates all Special Handling notes more than 30 days old
- D. Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated
Answer: A
NEW QUESTION 66
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice.consumer_agent
- B. admin
- C. sn_customerservice_manager
- D. sn_customerservice_agent
Answer: D
NEW QUESTION 67
Articles can provide the following: (Choose three.)
- A. Provide answers and responses to common issues or questions
- B. Information about customer's service contract
- C. Document current and known issues
- D. Share product information
Answer: A,C,D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/topic/p_KnowledgeManagment.html
NEW QUESTION 68
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Knowledge Base
- B. Service Catalog
- C. Open An Incident
- D. Community
Answer: A,B,D
Explanation:
Reference:
playbook/self-service-improvement.pdf
NEW QUESTION 69
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- A. Define the Business Pain Points
- B. Have a clear understanding of the use cases
- C. Provide consistent service to customers
- D. Define the number of hours needed to develop the associated requirements
- E. Implementation is only as good as the underlying process
Answer: A,B,D,E
NEW QUESTION 70
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Caller
- B. Customer
- C. Contact
- D. User
Answer: C
Explanation:
Explanation
NEW QUESTION 71
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
- A. Product
- B. Asset
Answer: A
NEW QUESTION 72
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