CIS-CSM Dumps To Pass CIS-Customer Service Management Exam in One Day (Updated 65 Questions)
CIS-CSM Exam Brain Dumps - Study Notes and Theory
NEW QUESTION 27
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
- A. True
- B. False
Answer: A
NEW QUESTION 28
Agents and managers cannot create knowledge articles from Community questions.
- A. True
- B. False
Answer: B
Explanation:
Explanation
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
NEW QUESTION 29
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A. Case Categorization
- B. Case Escalation
- C. Case Prioritization
- D. Case State
Answer: A,C
NEW QUESTION 30
What should be emphasized when designing solutions? (Choose three.)
- A. Minimize customizations
- B. Mobile friendly functionality
- C. Design for Scalability
- D. Focus Out-of-the-box functionality
Answer: B,C,D
NEW QUESTION 31
Major Issue Management uses which one of the following capabilities?
- A. Targeted Communications
- B. Governance Risk and Control
- C. Record producers
- D. Asset management
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/major-issue-management.html
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
What is the purpose of a Catalog Item variable?
- A. Provides hint to the user on the field
- B. Opens a chat session with customer support
- C. Allows the customer to ask a question
- D. Allows the customer or consumer to qualify their answer
Answer: D
NEW QUESTION 34
Articles can provide the following: (Choose three.)
- A. Document current and known issues
- B. Provide answers and responses to common issues or questions
- C. Share product information
- D. Information about customer's service contract
Answer: A,B,C
Explanation:
Explanation
NEW QUESTION 35
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 36
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation
NEW QUESTION 37
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 38
What is required to synchronize fields from a parent to a child case(s)?
- A. Major Issue Management needs to be installed and certain properties enabled
- B. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- C. The role of sn_customerservice.customer_case_manager must be assigned
- D. No action required, this is a standard Customer Service Management feature
Answer: D
NEW QUESTION 39
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. True
- B. False
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_RolesInstalledWithCustomerService.html
NEW QUESTION 40
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
- A. Selecting none of the groups
- B. Misconfigured
- C. Missing configuration
- D. Selecting all the groups
Answer: D
NEW QUESTION 41
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Contact
- B. User
- C. Customer
- D. Caller
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/csm-integration-sm-incident.html
NEW QUESTION 42
The available case types are: (Choose two.)
- A. Product Support
- B. Support
- C. Product
- D. Order
Answer: B,D
NEW QUESTION 43
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice.consumer_agent
- B. admin
- C. sn_customerservice_agent
- D. sn_customerservice_manager
Answer: C
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 44
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Social
- B. Chat
- C. Email
- D. Web
Answer: C,D
Explanation:
Explanation
NEW QUESTION 45
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